Terms and Conditions

IMPORTANT TERMS AND CONDITIONS

  1. Check-in time is from 16:00 and Check-out time is until 10:00.
  2. Guests will be held responsible for any loss or damage to the apartments caused by themselves, their friends or any person for whom they are responsible.
  3. Sleeps Away is not responsible for your personal belongings and valuables like money, jewellery or any other valuables left by guests in our apartments.
  4. Regardless of charge instructions. Guests acknowledge they are personally liable for the payment of all charges incurred by themselves or their guest party during their stay.
  5. Guests agree to not to use the property for illegal or immoral purposes.

SECURITY / DAMAGE DEPOSIT POLICY
Guests confirm they are accepting liability and responsibility of payment for any damages or incidentals which may take place during their stay. Guests confirm a security deposit payment (after notification of the total damage amount and to a maximum of £500 for UK properties and 3000 AED for Dubai properties) can be taken automatically from the bank card associated with the booking reservation paid on this website.

AGE REQUIREMENT POLICY
Guests must be 21 years or older with photo identification to reserve an apartment. Underage travellers need to have a letter of authorisation from parents or guardian emailed to our support prior to arrival.

ID REQUIREMENT
Valid identification required at check-in. Some rates will also require company identification.

RESERVATION POLICY
Part or full payment activates the reservation of your booking.

BOOKING POLICY
Full payment prior to arrival.

CANCELLATION POLICY
Cancellation policies are finalised by the Standard Rate per property. However all reservations on this website are subject to a general cancellation fee if cancelled within 72 hours of arrival or in the case of a no-show. Cancellation and no-show fees are 50% of the total booking for 72 hrs or less and 25% or £80 Reservation Fee (which ever is more) if cancelled within 5 days of arrival. Please contact our support team for any specific questions.

EARLY CHECK IN POLICY
Check in is from 15:00. Early check in times can be arranged subject to availability but must be reserved and confirmed with management by email to support(at)sleepsaway.com no less than 48 hrs prior to arrival.

EARLY CHECK OUT POLICY
Guests must confirm their departure date and time upon arrival. If guests shorten their length of stay after check-in, unless due to a problem with the apartment or a doctors emergency. Guests will not be refunded.

LATE CHECK OUT POLICY
Check out is no later than 10:00.
Late check out at 11:00 can be organised in writing no later than 48 hrs before check out.
Late check out at 12:00 is charged at £25.
Late check out at 13:00 is charged at £50.

EXTENDED STAY POLICY
If you would like to extend your stay and we have availability, you have two options. Either contact us 48hrs before your checkout so we can adjust the booking for you, to extend to your stay to your preferred check out date. Or you will need to book a new reservation. Cleaning between your stays will be dependant on the quantity of nights and total guests for your booking(s). Cleaning and laundry are done at a minimum of biweekly. If your new total stay is longer than 14 days you will need to vacate the property for 2 hours either on the original check out date or on the 14th day, for cleaning and laundry.

PET POLICY
Pets are only allowed in our Bagshot 1 Bed 1 Bath property. No other properties listed on SLEEPS AWAY currently allow animals. Please only select our Bagshot property if you want to bring a pet with you. Pets are approved per stay and approval is based upon the pets age, type, size and education. Photos maybe requested. Upon approval you agree to our Pet House Rules; NO PETS ON FURNITURE. NO PET FOOD IN CROCKERY. NO PET FOOD ON CUTLERY. Pet beds are not provided, Please bring your own, ideally a high backed pet bed. We supply a pet water bowl in the kitchen for your use, please keep it clean, it is NOT a food bowl. Please bring your own pet food bowls. Your Pet Fee Payment does not guarantee your pet can stay. If your pet is not approved we will refund your Pet Fee Payment immediately. Pet Fee Payments might increase to allow for your pets approval. Please contact us with your pets details and photo by email support(at)sleepsaway.com to seek approval of your pet.

SLEEPING POLICY
Sleeping arrangements are per property. Some properties have sofa beds that can be used by guests and bed linen is provided. These properties will clearly state they have a sofa bed and the maximum number of guests allowed will reflect the extra sleeping space. Other properties only have luxury designer sofas that are not suitable or permitted for sleeping as they are not sofa beds a no bed linen is provided. 2+ Guests must specify if they are adults as couples or as individuals for their sleeping arrangements. SLEEPS AWAY will cancel reservations made under false pretences and apply cancellation policy fees.

SMOKING POLICY
All our SLEEPS AWAY properties are 100% non-smoking. An additional £500 Smoke Cleaning Fee will be charged to any guest who violates the smoking policy. All our Sleeps Away properties have an outside designated smoking area for our guests to use.

CREDIT/DEBIT CARD POLICY
To confirm your booking please use the Debit or Credit card you want to use for your stay. A deposit and authorisation (% of total stay) will be taken to confirm your reservation. Full payment is taken between 24hr before and a few hours after check in giving plenty of time if problems arise or complaints and cancellations need to take place. The authorisation will hold the funds until after check out, at which time the amount actually incurred during the stay will be charged. Authorised amounts may take up to 30 days after departure to be released by your bank or financial institution and SLEEPS AWAY will not be responsible for any resulting fees or charges.

GIFT CERTIFICATE POLICY
Gift Certificates are not accepted.

VOUCHER ACCEPTANCE POLICY
Vouchers are not accepted.

COUPONS ACCEPTANCE POLICY
Coupons are accepted only for their valid duration. Most coupons are given as an incentive to reserve you booking now. Each coupon is only valid for 60 minutes.

CONTACT SLEEPS AWAY
You can contact us via our;
Request Information tab on each property page.
Contact Us page on this website.
Emailing support(at)sleepsaway.com.
Chat is enabled in your account on this website after you have checked in.

CUSTOMER SUPPORT
Pre-checkin is available to open (the above mentioned) “Chat” up earlier than your checkin date if you need a response quickly.
We aim to reply to you as soon as possible but when we are very busy we can take up to 48 hours.
Customer support is open Monday to Friday 10:00 to 18:00.
All guests checking in and out will be in communication with us on Whatsapp 7 days a week.