Terms and Conditions of Booking

Terms and Conditions of Booking

These Terms and Conditions govern all bookings made (whether through website, email, telephone or other means) with Vittrum Serviced Apartments, whose office is:

Cadnam Lodge, Cadnam Lane, Cadnam, SO40 2NS
Company Registration No. 11456087

Telephone: + 44 (0) 2380 016316
Email: info@vittrum.com


By booking with Vittrum Serviced Apartments it is deemed that you accept the terms and conditions of the reservation for yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others.


Any booking made by you shall be deemed to be an offer by you to let the relevant property subject to these conditions.  A Contract between you and Vittrum Serviced Apartments will only come into existence when your booking confirmation has been sent to you and your payment details have been accepted. For all online bookings payment is taken in full at the time of sale.

We reserve the right to refuse at our sole discretion any booking you have made with us and it is the responsibility of the booker to notify Vittrum Serviced Apartments at the time of booking of the names of the relevant guests and whether they are adults or minors.

At Vittrum Serviced Apartments operated properties non-corporate bookings will not be accepted from any paying guest under the age of eighteen.  Proof of identification and date of birth may be requested at check-in.  Should proof of identification and date of birth not be presented upon request then Vittrum Serviced Apartments reserve the right to cancel the booking forthwith.

There is no transaction fee when booking with UK credit /debit cards. All International Bank Transfers will have a fee of £25 added to the total booking cost.

As soon as your confirmation is received, please check the details carefully and if anything is not correct then please tell Vittrum Serviced Apartments immediately, otherwise we regret that Vittrum Serviced Apartments cannot accept any liability if it is not notified of any inaccuracy in any documentation within forty-eight hours of it being sent out.


We understand that plans might change. This is why we offer a 7 nights cancellation policy to all our guests.

We will reimburse you all unused nights, minus the 7 nights notification period.

We also require 7 nights notice in writing to cancel a stay during the course of a booking.

If you have not yet checked in: we will reimburse you the cleaning fee.

If you have already checked in: we will not reimburse you the cleaning fee.

All cancellations and refunds are subject to a £150.00 administration fee.

For the avoidance of doubt, we will start to count the first night of your notification period at midnight on the day you gave us the notification to cancel your booking.

Please note that our cancellation policy also applies for all non-arrivals and all cancellations caused wholly or in part by flood, fire, earthquake, adverse weather, transport issues, strikes, terrorism, diseases, illnesses, strikes, government actions, war or act of God.

We will only accept written cancellation requests.

All cancellation requests must be sent to info@vittrum.com.


The rates we advertise are to the best of our knowledge correct at the date of publication, but we reserve the right to change our rates from time to time.  Please note that rates can go up and down. Rates quoted are based on the rates prevailing at the time a booking is confirmed.  Once a booking has been confirmed Vittrum Serviced Apartments will not change the rate quoted unless the booking is amended.  VAT is charged at the rate in force at the time of booking.


In the rare case that due to unforeseen circumstances, we cannot deliver your requested accommodation, we reserve the right to replace that accommodation with an alternative like for like or upgraded property. We will endeavour to give notice to guests as soon as is practical. In the case of a current guest needing to extend we reserve the right to move you to an alternative like for like property.


A Security deposit may be taken to cover additional charges including breakages, damages and additional cleaning incurred during your stay. Vittrum Serviced Apartments reserve the right to deduct from the security deposit without further notice all amounts chargeable in respect of breakages, damages, additional cleaning, and if applicable late check outs and unpaid nights.


The Property is available for occupation from 4 pm on the day of arrival until 10 am on the day of departure.  Any additional hours of occupation outside the available times in each period of 24 hours will be charged at £10 per hour unless otherwise agreed.  Early check-in/late check-out cannot be guaranteed.


Check in details will be provided to the booker via email prior to the check-in date.  Please note that there is no reception desk at the property.


In relation to Vittrum Serviced Apartments operated properties the following restrictions apply as standard.  There may be other restrictions at individual properties and full details of such restrictions will be provided with the booking confirmation.

  1. Smoking – Vittrum Serviced Apartments operate a strict non-smoking policy throughout its properties.
  2. Parties and events are not allowed in any of the properties.


Some of our properties are dog friendly. Some are not. Please note that for our dog friendly properties your booking must be created to include your dog. There is an additional dog fee of £5/dog/night. Please contact Vittrum Serviced Apartments in advance for more details on dog friendly properties. Assistance Dogs will be allowed in all properties.


The guest undertakes to keep the property and all furniture, fixtures and effects in the same state, repair and condition as at the commencement of the booking period (reasonable wear and tear accepted) and to pay to Vittrum Serviced Apartments the value of any part of the property, furniture, fixtures, fittings and effects destroyed or damaged as being incapable of being restored to its previous condition.  Breakages and damages must be reported as soon as possible. Should any damage be done to the property or its inventory items and a maintenance team member needs to attend you will be charged £65 per hour plus materials to return the property to its original condition.


The guest or any party member must not use the property or allow its use for any dangerous, offensive, noisy, illegal or immoral activities or carry on there any acts that may be a nuisance or annoyance to Vittrum Serviced Apartments or to any neighbours. Vittrum Serviced Apartments reserve the right to cancel any booking to be effective without refund if a guest’s behaviour is causing nuisance or disruption to fellow guests or uses threatening or abusive behaviour towards the staff or neighbours in any way or manner.


Vittrum Serviced Apartments or its agents reserve the right to enter the property at any reasonable time or for reasonable cause.  This includes the undertaking of unforeseen (internal and external) remedial repairs together with any annual external redecoration for which access to the inside of the property may be required.  External windows and doors may be opened during this process.

The guest has an obligation to permit Vittrum Serviced Apartments or agents to access the premises for the purpose of weekly cleaning of the premises. A cleaning schedule will be presented to each guest on arrival.

Save for routine cleaning, Vittrum Serviced Apartments also reserve the right to access the premises in the case of an emergency, and on reasonable notice for any maintenance needed. We always try our best to give our guests at least 24 hours’ notice where possible.


  1. Loss of Keys –There will be a call out charge of £75.00 should you be unfortunate enough to lock yourself out and need to call assistance. (Please note this charge is £125.00 after midnight.
  2. Departure / Return of Keys – All keys must be returned by 10 am on the day of your departure. Please return keys as described in the check out information of your property.

Notice of late departure is required up to 24 hours prior to check out and is chargeable at £10.00 per hour. Any additional hours of occupation outside the available times in each period of 24 hours will be charged at £10 per hour unless otherwise agreed. Failure to return keys once at the end of your stay will result in a charge of up to £75.00 per key. For Swipe Cards, Parking Permits and Remote Entry units lost you will be charged £75.00 per unit.


All lost property is kept by Vittrum Serviced Apartments for 14 days. The items can be posted to you at a fee, collected in person or disposed of at your request. Should a number of large items or extensive amount of belongings be left that require Vittrum Serviced Apartments to dispose off, a fee of £100 will be incurred.


Although Vittrum Serviced Apartments make every effort to ensure that guests enjoy a peaceful stay Vittrum Serviced Apartments cannot guarantee or be held responsible for any failure or interruption to services to the properties or any building as a whole including electricity, air conditioning, water or any damage, telephone, broadband, internet and other communications, disruption or noise caused as a result of repair works being carried out in another part of the property or building. However upon notification by guests/booker Vittrum Serviced Apartments will use its best endeavours to maintain or rectify (within a reasonable period of time) all services and issues (within reason) to Vittrum Serviced Apartments operated properties and will use reasonable endeavours to ensure any preferred supplier is made aware of and rectify such problems within a reasonable period.


We are committed to providing a high-quality service to all our guests. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please contact us with the details by email: info@vittrum.com or by post: Vittrum Limited, Cadnam Lodge, Cadnam Lane, Cadnam, SO40 2NS. The team member who assisted you during your stay will aim to deal with your complaint within two weeks. Should this not conclude the matter, then the complaint will be escalated to one of our Directors, who will respond with two weeks of receiving the request to review.


Vittrum Serviced Apartments reserve the right to change these conditions from time to time.  Should guests be in breach of any of these conditions Vittrum Serviced Apartments reserves the right to request that the guest vacate their accommodation within 24 hours.


All information collected or properly obtained during the booking process or otherwise will be processed in accordance with our privacy policy which is incorporated into these conditions.  Please see our Privacy Policy and Data Protection Policy for more details.


Please see our Cookie Policy for more details.


The fact that Vittrum Serviced Apartments does not exercise any of its rights under this agreement in any particular instance or breech or default by the guest shall not constitute a waiver by Vittrum Serviced Apartments of such right in that or any such instance.


Notices shall be sufficiently served if sent by prepaid first class recorded delivery letter or by email to info@vittrum.com  Any notice to be served on the visitor under the agreement may be given during the period of stay by delivering through the letterbox or putting under the front door of the property and shall be deemed to have been received upon the expiration of 24 hours after service.


If any provision of this agreement is held by any competent authority to be invalid or unenforceable in whole or in part then the validity of the other provisions and the remainder of the provision in question shall not be affected.


The agreement is for the period of the stay and is not intended to create the relationship of Landlord and Tenant between the guest and Vittrum Serviced Apartments.  The guest shall not be entitled to a tenancy or to any assured shorthold or assured tenancy or any statutory protection under the Housing Act 1988 or other statutory security of tenure now or upon termination of the agreement.


The construction liberty and performance of the agreement shall be governed by the Law of England and Wales and both parties submit to the exclusive jurisdiction of the Court of England and Wales irrespective of any claim, dispute or difference concerning these conditions and any matter arising from them.