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Terms & Conditions

1.0 General Conditions of The Other House

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.

1.1 Sale of Third-Party Products and Services

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.

1.2 Governing Law

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.

2.0 Definitions

In these Terms and Conditions the following definitions apply:

Accommodation Fee

Fees payable in relation to occupying a Club Flat

Additional Charges

Sums payable in respect of Additional Services whether ordered by you at booking or by the Residents during their occupation

Additional Services

Services provided by The Other House or third-party companies introduced by The Other House which are ancillary to the provision of residential accommodation

App

The Other House proprietary mobile application

Booking Confirmation

Means that TOH has acknowledged and accepted your booking on a confirmed basis.

Check-In

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

Check-Out

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.

Club Flat

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

Commencement Date

The date you or a designated Resident are scheduled to Check-In

Early Arrival

The arrival of you or a designated Resident before the scheduled Check-In time on the Commencement Date

Group/Group Bookings

A booking of four or more Club Flats in the same Property

Late Departure

Departing after your scheduled Check-out time on the departure date

Long Stay

A stay for more than 91 nights

Lost Property

Possessions left by Residents at the Property

Medium Stay

A stay for more than 14 nights and less than 91 nights

Property/TOH Property

The physical location, operated by TOH, at which the Club Flat which is the subject of your booking is located

Rate Plan

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].

Resident

The individual/s staying overnight at the property in a Club Flat

Security Deposit

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

Transient Stay

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

Visitors

People visiting the Resident(s) staying in a Club Flat

Website

The internet booking service operated by The Other House for the purpose of selling and managing bookings of its Club Flats and associated services

3.0 Booking The Other House

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.

3.1 Special Requests

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).

3.2 Group Bookings at The Other House

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.

3.3 Arriving and departing

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.

4.0 Paying for The Other House

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.

4.1 Pre-authorisations

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.

4.2 Payment of Additional Charges

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.

4.3 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.

5.0 Pricing

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 –

5.1 Value Added Taxes (VAT)

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.

6.0 Cancelling your booking

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

6.1 Notice of Cancellation

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.

6.2 Charges for late cancellation

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.

7.0 Amendments to your booking

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:

7.1 Notice of Amendment

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.

7.2 Charges for late amendment

Charges if inadequate notice is provided are set out in the Rate Plan.

7.3 Extending your stay with us

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.

8.0 Changes made by us

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.

9.0 Booking on behalf of a business

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.

10.0 Insurance

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.

11.0 Facilities and services at The Other House

11.1   Cleaning

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.

11.2   Maintenance

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.

11.3 Internet / Wi-Fi

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.

11.4   Security

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.

11.5   Interruption to services

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.

12.0 Your Resident responsibility

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.

12.1   Smoking

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.

12.2   Pets

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.

12.3   Nuisance

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.

12.4   Age restrictions

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.

12.5   Visitors

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.

12.6   Damage

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.

12.7   Cleanliness

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.

12.8   Lost Property

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 hello@otherhouse.com

12.9   Storage

Where facilities are available and at the owner’s risk, storage of luggage may be provided at an Additional Charge.

13.0 Liability

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.

14.0 Quality and your feedback

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.

15.0 Complaints procedure

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 hello@otherhouse.com. We aim to acknowledge any complaint within five working days.

16.0 Privacy of your data

All information collected or properly obtained during the booking process will be processed in accordance with our Privacy Policy which, with our Website Terms and Conditions, is incorporated into these conditions. Our Privacy Policy can be found here www.otherhouse.com/privacy-policy.

17.0 General

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).

THE OTHER HOUSE MOBILE APPLICATION TERMS AND CONDITIONS

OVERVIEW

These terms and conditions apply to your use of The Other House mobile application (the “App“) and all bookings made in respect of The Other House properties via the App. The Other House is the trading name of The Other House OpCo Holdings Limited, a limited company registered in England and Wales (company number 12323067) with a registered address of Holden House, 57 Rathbone Place, London, England, W1T 1JU and its subsidiaries (“TOH“, “we“, “us“, “our“).

When you download or install the App on to your smartphone or other device, you agree to comply with these terms and conditions. In addition, when you book a stay at a property operated by The Other House (each a “Property” and together the “Properties“) via the App, you agree, on behalf of yourself and any others residing with you at the Property, to comply with these terms and conditions. Please also note that our Privacy Policy (a copy of which is available here) and the relevant rate plan setting out details of the rate applying to your booking (the “Rate Plan“) will apply, and each should therefore be carefully reviewed (these terms and conditions, our Privacy Policy and the relevant Rate Plan together being the “Terms“).

In addition to setting out details of the rights and obligations of both TOH and users of our App (in relation to stays at our Properties or otherwise), these Terms also provide details of the functionality offered by our App from time to time. Please note, however, that we reserve the right to change, add, or remove certain functionality offered by the App at any time, without notice. Furthermore, we do not guarantee that all functionality will be available at all times.

Different terms, conditions and policies may exist in relation bookings made via other channels, such as tour operators and booking agents. Please therefore carefully consult any terms that are provided by such third parties before making your booking and review and refer to the booking confirmation you receive once your booking is complete. .

Your Account

 You can use the App to access your The Other House Account (your “Account“), via which you may be able to do such things as:

  • view and update any contact information (including your name, address, phone number and email address) we hold in respect of you;
  • view and manage your upcoming stays with us, as well as view information regarding historic stays;
  • view and download copies of electronic receipts that we provide to you in relation to products and services that you consume during your stays with us;
  • provide feedback on all aspects of your stays with us;
  • submit enquiries to us, including with regards to matters such as private hire of one or more of the various bookable spaces at our Properties; and
  • Occupancy
  • Book and order
  • Contact our team
  • See energy usage in a Property

Before you arrive

Booking your stay

General

Any request to book a stay at a Property via the App will only be confirmed once you receive a booking confirm from TOH. No booking is confirmed or otherwise binding upon TOH until a booking confirmation has been provided to you. Your booking confirmation will be provided via e-mail to the address you have provided to us. Once a booking confirmation is issued, you will have entered into a contract with TOH on the basis set out in these Terms. Once you receive your booking confirmation, please check the details carefully and let us know immediately if anything is incorrect. If you fail to notify us of an error, we cannot accept any liability arising from such error unless due to an act or omission of TOH. We will endeavour to correct any errors in your booking confirmation or invoice of which we are made aware within seven (7) days of being notified of the error or, if your arrival date is within 7 days of your booking being made, no later than 24 hours before your arrival date.

We may, at our sole discretion, elect to impose restrictions on any bookings you make with us (including, without limitation, a lower limit on the number of consecutive nights that may be booked). Where applicable, details of any relevant restrictions shall be provided at the time of booking. We reserve the right to refuse any booking at any time. In certain circumstances it may be necessary to move you to another Club Flat

The name, email address and contact telephone number of the lead Resident (being an individual staying overnight in one of our Properties) must be provided at the time of booking, along with confirmation of: (i) the number of other Residents in the party; and (ii) whether such Residents are adults or children.

The arrival and departure policy applicable to your stay will be provided at the time of booking and will be stated on the booking confirmation. Any request to check-in before the stated arrival time or check-out after the stated departure time may be accommodated, subject to availability and an additional charge.

Special Requests

We will endeavour to assist Residents with special requests or requirements that we are notified of at the time of booking, however, we cannot guarantee that we will be able to accommodate them. For the avoidance of doubt, any bookings which are specified by you to be conditional on the fulfilment of a particular request will, on provision of a booking confirmation by us, be valid and binding, however we cannot guarantee that the request will be met; these Terms shall apply to all such bookings (including the cancellation thereof).

Group Bookings

Any bookings made in respect of four or more Club Flats at a Property (a “Group Booking“) may be subject to additional or different terms to those set out herein. Following our receipt of a request to make a Group Booking via the App, a member of our Group Reservations Team will get in touch to notify you of any such terms and, where possible, confirm the booking.

Business Bookings

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.

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.

Age Restrictions

In order to ensure the safety of all our Residents, save where agreed in advance and in writing by the relevant Property, bookings may not be accepted from any persons under the age of 18. We require that there is at least one Resident aged 18 or over residing in the same Club Flat, interconnecting room or cluster room with any person under the age of 18, unless otherwise agreed by the relevant Property. We reserve the right to require proof of age on arrival at a Property and, in circumstances where this cannot be presented, we further reserve the right to cancel the booking.

Pets

Pets are allowed in certain allocated Club Flats, providing notice is given prior to your arrival and a deposit is provided in respect of any costs we may incur as a result of additional cleaning that is required as a result of, or damage that is caused by, your pet(s).  We reserve the right to refuse entry to, or otherwise require the removal of any pet from the property at any time, at our sole discretion. No refunds or cancellations will be permitted following such refusal or removal of a pet, other than in accordance with these Terms.

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 your pet(s).

Modifying your Booking

The cancellation and amendment terms that apply to your booking will be referenced in your booking confirmation. These Terms may, for specific types of bookings, prohibit cancellation and/or amendment, therefore please review these terms carefully. Where no such terms are specified, the terms set out below shall apply.

Cancelling Your Booking

Any booking that has been prepaid for or which is otherwise identified in your booking confirmation as being non-refundable cannot be cancelled, and no refund of your accommodation fee will be provided in any circumstances. Where your Rate Plan permits the cancellation of your booking, you must contact us (either via the App or via the contact details provided in your booking confirmation) and let us know that you wish to cancel your booking, in accordance with any timescales set out in the relevant Rate Plan.

If you fail to provide us with adequate notice of your cancellation, then, notwithstanding any right you have to cancel your booking in accordance with your Rate Plan, you will be charged a late cancellation fee. For further details, please refer to your Rate Plan.

Amendments To Your Booking

Any booking that has been prepaid for or which is otherwise identified in your booking confirmation as being non-refundable cannot be amended in any circumstances. Where your Rate Plan permits such amendments and you wish to amend your booking (for example, alter the dates of your stay or your selected Club Flat), please contact us (either via the App or via the contact details provided in your booking confirmation) in accordance with any timescales set out in the relevant Rate Plan. We cannot guarantee that we will be able to accommodate your request and accept no responsibility for losses or expenses of any kind that you incur as a result of this.

Please note that, in certain circumstances, additional fees may be payable due to amendments being made to a booking and you will be notified of any such charges when requesting the amendment. We also reserve the right to charge an additional fee if any request to amend a booking is not provided in accordance with any timescales set out in the relevant Rate Plan.

If you wish to extend your stay, please give us as much notice of this as possible. All extensions are subject to availability. Where notice to extend a stay has been given, we reserve the right to take all additional payments and charges from the 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 in accordance with the terms set out therein.

Changes Made By Us

We do not expect to have to make any changes to your booking, however, occasionally, we may need to cancel or change your booking or otherwise correct errors in the information that is provided, and we reserve the right to do so.  If this does happen, you will be notified and we will, where possible, offer you an alternative Club Flat in the same price band as the Club Flat you originally booked, in the same Property and during the same period.

If the alternative Club Flat is advertised at a lower price, you will receive a refund of the price difference. Where the Club Flat is in a higher price band, we reserve the right to charge you in respect of any price difference. Alternatively, we may, at our discretion, arrange for accommodation for you at another Property. In such circumstances, the maximum duration we will arrange alternative accommodation for the remaining duration of your booking or 30 days, whichever is shorter.

If you do not wish to accept a change we need to make to your booking, you may be entitled to cancel your booking and receive a refund, unless the need for the change results from an event beyond our control. You should tell us as soon as possible whether you are happy to accept a change to your booking, or otherwise confirm that you require a refund (where possible).

Paying for your stay

General

The payment terms applicable to your booking will be confirmed at the point that the booking is made and will vary depending upon the applicable Rate Plan and the route via which your reservation is made (i.e., via the App, our website (www.theotherhouse.com) or a third party). Other than in circumstances where: (i) we have entered into a credit facility with you which specifies an alternative payment arrangement and credit terms; or (ii) the relevant Rate Plan states otherwise, the terms set out below will apply.

At the time of booking a stay with us, 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 by us at least 72 hours before midday on the date you or a designated Resident are scheduled to check-in. Any late payments will result in interest being charged on such outstanding amount at 4% above the Bank of England base rate per annum for the period concerned.

All payments should be made in British pound sterling, using a credit or debit card in the name of the Resident (or, where applicable, the organisation by which they are employed) and which matches any security checks we are required to carry out. 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. We do not accept company cheques unless previously agreed. Any credit card fees that you incur when paying for your booking shall not be refunded by us in any circumstances.

Where a set periodic payment schedule has been agreed upon, you agree to ensure adequate funds are available on the card you have provided us with the details of to enable payment to be taken at the relevant time. We will also accept a bank transfer and relevant details can be provided upon request. In the event that funds are applied to your Account such that your Account is in credit, we will contact you in order to notify you of this (such that the funds can be withdrawn by you). In the event that, despite our best endeavours to return the funds to you, your account remains in credit for a period in excess of one (1) year, the credit will be removed from your account (such that it is no longer accessible to you) and retained by TOH.

Pricing

The rates that we advertise in respect of our Properties 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 a 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.

Pre-authorisations and Additional Charges

A credit card pre-authorisation or deposit will be taken at check-in. All Additional Charges (as defined below) incurred during your stay, 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.

Additional Charges include, but are not limited to, charges in respect of: (i) food and beverage orders billed to your Club Flat; (ii) any chargeable bookings made on your behalf; (iii) breakages, loss or damage to your Club Flat and/or any of its contents; (iv) additional cleaning that is required as a result of, for example, pets or where smoking has occurred in the Club Flat; (v) lost keys, fobs or access cards, where provided; (vi) storage of luggage; (vii) extra bed(s); and (viii) any other additional chargeable goods or services we provide or otherwise make available to you.

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 we incur. Prices for Additional Charges may change at any time.

Value Added Taxes (VAT)

VAT may be applied to the cost of your booking or it may be included in the rate advertised. 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.

Your stay

Checking-in

Upon your arrival at the Property on the date of your stay as identified in your booking confirmation, you can check into your Club Flat via the “Check-in” function on the App. Upon checking in via the App, and once your Club Flat is available, you will be provided with details of your Club Flat, as well as (where possible) a mobile key that you can use to access your Club Flat. Please see below for further details regarding the issuance and use of mobile keys. If you require a physical key for your Club Flat or otherwise require any additional assistance when checking-in, please speak to one of our House Jacks. Please ensure that you are in possession of your Club Flat key at all times and, where you are provided with a physical key, return this to us when checking out of your Club Flat.

In certain circumstances, Residents may be required to show the payment card used to make their booking and a valid photo ID, such as passport or driving licence.

Mobile Keys

Please also be aware that our mobile key is only available for use with certain devices and certain software releases as designated by us and, therefore, our mobile key may not be available for use by all of our Residents.

Your mobile key will only operate during a confirmed stay and is specific to you and your device. Your mobile key can only be used to unlock the Club Flat which is registered and assigned to you by us and other public areas. In the event that you lose the device on which your mobile key is stored, or this device is, for any other reason, no longer under your control (including, for example, due to having been compromised by a third party), please notify TOH of this immediately and follow any instructions that are provided to you. TOH will not be liable for any loss or damage that may result from your failure to notify us in the event that your device is lost or otherwise compromised.

In order to use any mobile key that is issued to you, you must ensure that all relevant settings and required network communications are correct and enabled. Please also note that: (i) you must have Bluetooth functionality enabled on your device in order to utilise your mobile key; and (ii) mobile keys may only be issued to you or deleted from your device in circumstances where you are connected to a wireless internet network or otherwise have network connectivity (for example, 4G). We are not responsible for any additional charges that you may incur from your mobile carrier due to your use of a mobile key.

When issuing your mobile key to you or when you otherwise use your mobile key, TOH may receive information regarding your location and the device via which your mobile key is accessed and used. For further information regarding how we use this data, please refer to our Privacy Policy, available here.

Using the app during your stay

You can use your App to access various additional features and certain functionality that may be offered at our Properties from time to time, including those set out below. However, please note that functionality varies from Property to Property. Therefore, if you have any questions regarding additional features and functionality offered by the App at the Property at which you are staying, please speak to one of our House Jacks.

Controls and Accessibility

  • Use the App to control certain features within your Club Flat, such as the air conditioning and lighting.

Food and Drinks

  • Hungry? Thirsty? Use the App to order food and drink to your table, or otherwise click and collect it from the Property restaurant. You can also use the App to reserve tables at our restaurants and bars.

Additional Services

  • Use the App to arrange, order and pay for certain additional services that may be offered at the Property at which you are staying. Such services may include spa treatments, as well as additional visits from our housekeeping team (who will, in any event, clean your room each week as outlined in Section 3.3 of these Terms). Please note that your booking of additional services via the App may result in Additional Charges being payable by you, as further outlined in Section 2.3 of these Terms.
  • Certain of these services may be provided by a third party, in which case, this will be made clear to you prior to any relevant order or booking being made. 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.

 Payments

  • Where using a service for which an additional charge is payable at a Property, you may be able to use the App to make the relevant payment using Google Pay or Apple Pay (in each case, where available), charge the payment to a credit or debit card you have stored on your Account or charge the payment to your Club Flat. Please refer to Section 2.3 of these Terms for details of the additional terms which apply in respect of any payments you make to us (whether via the App or otherwise).

 Housekeeping and Maintenance

Housekeeping

Your Club Flat will be cleaned weekly, and this will include linen and towel changes and general cleaning.  You will be advised of the day on which your Club Flat is scheduled to be cleaned upon check-in. Please note that in certain circumstances, it may be necessary to change the day on which your Club Flat will be cleaned, and you will be notified of this where possible.

Maintenance

Routine maintenance of each Property 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 always endeavour to give you 24 hours’ notice of any essential maintenance we need to carry out, except in the event of an emergency, in which case we would require immediate access. In certain circumstances it may be necessary to move you to another Club Flat

Getting online

Where access is available in Club Flats (as confirmed at the time of your booking, specified on the App or otherwise when you check-in), superfast Wi-Fi is complimentary. Access is subject to the TOH Acceptable Use Policy, a copy of which is available here. Please be aware that 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 is available to assist Residents who wish to connect to our Wi-Fi, though this will not extend to technical assistance in respect of any device via which you are attempting to access the Wi-Fi. Residents must not: (i) interfere with, move or disconnect any equipment relating to the provision of the Wi-Fi; (ii) use the Wi-Fi for any illegal or immoral purpose; or (iii) upload or install any viruses or other harmful content via the Wi-Fi, and TOH reserve the right to pass on any records of such activities to the authorities should TOH be made aware of any such use.

TOH reserves the right to disconnect a Resident’s Wi-Fi access at any time without notice if, in TOH’s opinion they breach these Terms, the Acceptable Use Policy or are otherwise 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.

Visitors

Residents are welcome to have visitors to the Property, though please be aware that non-Residents cannot access Club Flats after 11 pm. Residents are responsible for their visitors and must ensure that, to the extent applicable, their visitors comply with these Terms. TOH operates a strict no party policy.

Smoking

Smoking is not permitted in any Club Flat, this includes the use of electronic cigarettes. Smoking by Residents (or their visitors) in the Club Flats or anywhere in the Property that is not a designated smoking area will result in an Additional Charge being payable by the Resident. Please refer to Section 2.3 of these Terms for further details.

Insurance

Whilst we endeavour to provide reasonable security and make safes available 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.

Interruptions

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. In certain circumstances it may be necessary to move you to another Club Flat

Resident Conduct

Residents are required to behave in a responsible manner throughout their stay with us, 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 TOH 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 a member of our management team is called in response to a nuisance complaint.

In addition, if a Resident is in breach of any of these Terms, we reserve the right to request that they vacate their Club Flat immediately and, in such circumstances, will not be entitled to a refund in respect of any fees paid to TOH in respect of their stay.

Your Departure

Checking Out

When departing the Property at the end of your stay with us, you can check-out of your Club Flat via the “Check-out” function on the App, or by visiting the front desk and, where applicable, returning your key to us. Please note that following check-out or after 11am on the final day of your stay (as identified in your booking confirmation) (whichever is the earlier), any mobile key that has been issued to you via the App will no longer remain operational unless a late check out has been booked.

Damage

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, for an Additional Charge. You are required to notify us of any damage, loss or broken items or matters requiring general maintenance immediately upon becoming aware of the relevant issue. You will be charged in full in respect of all costs and expenses we incur in repairing any damage made to your Club Flat by you or your visitors.

Any damage to the Club Flat will be charged in full. In the event that damages are discovered after your departure, we will notify you or the individual who made the booking within 7 days of departure, providing full details of the relevant damage and, where possible, photographic evidence. We reserve the right to charge the card provided and pre-authorised at the time of booking, or the deposit taken, where you or a visitor causes damage of any kind to the property or the Club Flat.

Cleanliness

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 that is required 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. Please refer to Section 2.3 of these Terms for further details.

Forgotten Something?

Any items that you leave behind and that have a deemed value in excess of £25, will be kept on-site for a period of three months. If not claimed within this period, the item will be given to charity, recycled or disposed of (in our sole discretion). In circumstances where an item is claimed, we are happy to arrange for its return free of charge, with the exception of the cost of postage and packaging (for which you will be charged). Please contact hello@otherhouse.com for further assistance with misplaced items.

Storage

Where facilities are available, storage of luggage may be provided at an Additional Charge. Please speak to a House Jack for further information. All stored luggage shall be left at the owner’s risk.

General

Marketing

From time to time, TOH may make available or otherwise advertise third-party products and/or services via the App and/or from the Property. Where your consent has been provided, or they otherwise have a right to do so, these third parties may send marketing communications to you from time to time. For further details, please refer to the terms and conditions provided to you by such third parties.

Nature of Accommodation

All Club Flats are occupied under licence 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 of Residents is exceeded, then we may refuse access to the accommodation and/or reserve the right to charge for additional Club Flats.

These terms may be subject to change at any time and without notice and your continued use of the App (and any booking made via the App) following any such change shall be deemed to constitute your acceptance of such change. Prior to your check-in, please consult the App for the most up-to-date version of these Terms. If you do not agree to any change made to these Terms, you must immediately stop using the App.

Force Majeure

We will not be in breach of these Terms or liable for any failure to perform any of our obligations under these Terms 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, pandemics, 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 such event being an instance of “Force Majeure“).

No Waiver

Any failure by us to enforce our rights or remedies under these Terms 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.

Liability

The App, the information, materials and functionality available on or through the App (including, without limitation, the mobile key) are provided on an “as-is” basis. TOH makes no representation or warranty regarding the suitability, completeness, timeliness, reliability or accuracy of the App. All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from these terms, provided however that nothing in these terms will affect your statutory rights if you are a consumer.

Nothing in these Terms shall be construed as limiting or excluding 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 foregoing and the limitations otherwise set out in these terms, we shall only be liable to you:

  • for direct damages suffered, paid or incurred by you due to our acts and/or omissions in breach of these terms or any other obligation which arises in connection herewith; and
  • whether in respect of one event or a series of connected events, up to an aggregate amount of the cost of your reservation as set out in the Booking Confirmation.

Subject otherwise to this Section 5.6 and to the fullest extent permitted by law, neither TOH nor any of our officers, directors, employees, representatives, subsidiaries, affiliated companies, distributors, affiliate (distribution) partners, licensees or agents shall be liable for any: (i) punitive, special, indirect, incidental or consequential losses or damages; or (ii) financial loss, loss of contract, income, data or other information or loss of or damage to goodwill or reputation, howsoever arising, including as a result of:

  • any inaccuracies in the information provided via the App (including, without limitation, information relating to rates, Club Flat availability and ratings);
  • your use or inability to use, or any delay in the functioning of, the App;
  • any instance of Force Majeure; or
  • any transaction made via the App using your payment card or The Other House Account without your consent or knowledge.

Data Privacy

We treat all of your personal information which we receive or otherwise obtain via the App as confidential. For further details regarding how we handle such information, please refer to our Privacy Policy, a copy of which is available here.

Intellectual Property

We are the owner or licensee of all intellectual property rights in the App, and the material published on it. No permission is given by us in respect of the reproduction or use for commercial or detrimental purposes of any brand names, products names, designs or other material shown on or used in relation to the App.

Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of England and Wales. All disputes (whether contractual or otherwise) arising out of, or related to, these terms shall be subject to the jurisdiction of the Courts of England and Wales, save that you agree that we have the right (in our sole discretion) to bring a claim or any other relevant proceedings against you in your country of residence or any other country which we deem appropriate. If any of the provisions of the terms are invalid under applicable law, then the remaining provisions shall nevertheless remain valid to the extent capable of standing without the provision or provisions ruled invalid.

Feedback

We are committed to providing quality accommodation and conduct regular audits to ensure that high standards are maintained in our Properties.  We also welcome feedback from our Residents and ask them to complete a Resident satisfaction survey on departure. We value this feedback, as it provides us with useful information on how we can improve our services further.

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 hello@otherhouse.com. We aim to provide a response within five working days.

TOH Acceptable Use Policy

Principles of this policy

The principles that determine this policy are to:

  • Set out that all users of are bound by the TOH Acceptable Use Policy
  • State activities that are unacceptable

Scope

The Policy applies to all users which includes Residents, members, guests, employees, contractors, agency workers, agents and affiliates of The Other House (TOH)

You agree to not use the site to

  • breach any applicable local, national or international law or regulation
  • post any offensive, obscene or indecent images, data or otherwise unlawful material or material that is defamatory, threatening, discriminatory, extremist
  • post material which discriminates on the basis of race, gender, religion or belief, disability, age or sexual orientation
  • knowingly transmit any data, end or upload any material that contains viruses, keystroke loggers, Trojan horses, time-bombs, worms, spyware, adware or any other harmful programs or malicious computer code which may adversely affect the operation of any computer hardware or software
  • Infringe on Intellectual Property (IP) including TOH’s IP rights

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