Terms of business – Fortuna Property Portfolio group of companies
‘You’ or ‘Your’ means the Guest or the Guest’s
‘We’, ‘us’ or ‘our’ means Fortuna Property Portfolio Ltd or any of its group companies or Fortuna Property R2R Ltd or belonging to Fortuna Property Porftolio/ Fortuna Property R2R Ltd
‘Property’ or ‘Apartment’ means the property that the Guest has booked with Fortuna Property Portfolio Ltd/ Fortuna Property R2R Ltd
Confirmation of Booking
A contract between you and us will be binding when we issue written confirmation of your booking, and you agree to the terms and conditions as stated below. To confirm a booking, we will issue email confirmation, which you are required to check and notify us immediately of any incorrect information. Full payment is required upon booking. All direct bookings are non-refundable.
We don’t have reception desks in any of our properties therefore we request all Guests to check-in online prior to arriving to the property. You will be required to fill out some basic details and upload a valid ID. This is to comply with legislation and for security reasons.
All prices are quoted in UK Pounds Sterling. The prices quoted include administration and cleaning costs, unless otherwise stated.
Value Added Tax
All prices quoted are inclusive of VAT, where applicable. Different sites are operated by different companies so please always check the invoice/ booking confirmation to check if we charge VAT.
Methods of Payment
We accept the following methods of payment:
• Visa, Mastercard, Maestro, JCB, Discover, American Express & Delta
• Bank transfer – payments can be transferred directly into our account. Please quote name and invoice number on payment. The payment must be cleared in full net of all bank charges before arrival date. Please note that we cannot accept cheques.
If you alter a booking
If you wish to alter your booking once a written confirmation has been issued, e.g. change of date of arrival hence decreasing the length of your stay, we will make every effort to meet your request, subject to availability, and an administration charge of £50 will be payable at this time booking alteration being made. No administration charge will apply if you are staying beyond the period booked.
Extension of bookings
Extensions of current reservations are subject to availability and rate change. In order to complete your extension, full payment is required at the time your extension being agreed.
Changes to bookings and Cancellations
Once a booking has been confirmed by us, should you wish to change your booking, all requests for changes must be made in writing and we will do our best to help. All changes of date are subject to availability. Should any change be rejected, the original booking will be reinstated.
Stays of 1 to 27 nights
Any bookings cancelled up to 30 days before arrival, will qualify for a full refund. Cancellations between 29 and 15 days before arrival will qualify for a 50% refund. Any cancellations less than 15 days before arrival will not qualify for a refund and the full pre-paid amount will be forfeited.
Stays of 28+ nights
Any bookings cancelled up to 30 days before arrival, will qualify for a full refund. Cancellations between 29 and 15 days before arrival will qualify for a 75% refund. Any cancellations less than 15 days before arrival will qualify for a 50% refund.
Cancellations on bookings made through our partner websites
If you have booked through Booking.com, AirBnB, Trip Advisor, VRBO or any of their affiliated sites, please check the cancellation policy as per the reservation details sent to you.
Non-arrivals/ no-shows will be treated as a cancellation and will be subject to a 100% cancellation charge. If you wish to cancel, or change, an extended booking (see ‘Extensions’ below), you will be liable to pay the total charges for the extended period in accordance with the scale above. These charges apply to notification advised prior to arrival and/or during your stay.
We reserve the right to treat an early departure or reduction in the number of nights or apartments booked, which results in a reduction in the overall charges payable, as a cancellation.
Us cancelling or changing your booking
We do not expect to have to make any changes to your booking. However, occasionally bookings have to be changed or cancelled. We reserve the right to do so. If this does happen, we will contact you by telephone or email where reasonably possible to explain what has happened and inform you of the cancellation or change. If a change has to be made (and the change is not acceptable to you) or your booking has to be cancelled, we will, if possible, and as soon as reasonably practical, offer you an alternative apartment of similar type and standard in a similar location for the same period. If you do not wish to accept a change or any alternative apartment offered or we cannot offer you a suitable alternative apartment, you will be entitled to cancel your booking and receive a full refund of all monies paid to us unless this is the result of an event beyond our control. You should tell us as soon as reasonably possible whether you wish to accept any change or alternative apartment offered, or alternatively, if you want a refund.
We define a group as being three apartments or more being booked in the same location for similar dates. For group bookings the minimum cancellation charges that will apply per group booking, regardless of length of stay, are the same as for stays of 28+ nights, as detailed above.
If you wish to extend a stay, we require notice in writing. Emails are acceptable. Please give as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change. Failure to give us notice in writing of an intention to extend a stay may result in your apartment being booked by another guest.
Where notice of intention to extend your stay has been given, we reserve the right to take all additional payments and charges from any credit/debit card used to make the original booking (plus any further deposit requirements). Where payment has been made by bank transfer an invoice for the requested extended period will be sent to the billing address provided at the time of booking and payment must be made by return.
Complaints/ damage to property/ guest misconduct
We reserve the right to cancel any letting immediately if: (i) the guest or any member of their party behave in such a way as to cause damage to the property or its furniture or contents or (ii) if the guest’s behaviour causes a nuisance or annoyance to the owner of any adjoining or neighbouring property whether let by us or not. If cancellation is made for either of these reasons, no refund will be made and both your accommodation and deposit will be forfeited. In the event that the guest(s) refuse to vacate the property, having been asked to do so by the duty manager, the police will be asked to attend.
Loss or damage
Fortuna Property Services cannot be held responsible in any way for loss or damage to contents, furniture, fittings or any personal belongings at the property. Nor can we be held liable for the acts or defaults caused by third parties.
We cannot be held responsible for any failure or interruption of services to the apartment, including electricity and water or any damage, disruption or noise caused as a result of repair works being carried out in another part of the building.
Cleaning and linen on stays over 7 nights
We offer a complimentary cleaning and linen/ towels change once weekly on stays over 7 days. Please contact us should you wish to book this in. If any additional cleaning is required, this will be charged at £60 per clean and £10 per set of clean towels (1 hand and 1 bath sheet).
Guests are liable for any damages and breakages caused during their stay. Please note that your accommodation charges cover an end of tenancy clean of up to 3 hours. If the property is left very dirty and we need to spend more than 3 hours cleaning, we reserve the right to charge an extra cleaning cost of £50.
We reserve the right to charge for missing or damaged linen and towels at £10 per item.
Booking charges are based on number of persons occupying the property. Where number of guests exceeds the number of guests on the booking, we will make a charge of £30 per extra guest per night.
Wherever there is a Saniflo macerator installed in a bathroom in one of our Properties and the Guest doesn’t adhere to rules and flushes down pads/ wipes or similar causing a blockage, we reserve the right to charge £250 for unblocking the system.
We have an out of hours emergency call out line, if we have to attend the property through no fault of our own, there will be a £75 call out fee.
If a Guest locks themselves out, there will be a £30 call out charge during normal office hours and £75 outside of office hours. If a Guest loses a key, we will arrange for an additional set to be supplied and charge £50 for this plus a call out fee depending on the time of the day, as above.
Guest can request an early check-in or late check-out, subject to availability, at a cost of £10 per hour (or £20 per hour during peak weekends, Cheltenham festivals and races) up to 3 hours maximum.
Accommodation and Occupancy
You agree not to use the apartment for any illegal or immoral purposes, and not to cause a nuisance or annoyance to other residents nearby. You acknowledge that this agreement confers on you the right to occupy the premises for the purposes of a holiday or short-term temporary stay and is not being used as a permanent dwelling house.
You undertake to keep the property and all furniture and fitting and effects in the accommodation in the same state of repair and cleanliness as at the beginning of the letting, allowing for reasonable wear and tear. The visitor is liable for all damages and breakages. No fixtures or fittings are to be removed from the property at any time.
In the event that any of the conditions of occupancy are broken we reserve the right to terminate the contract with the guest with immediate effect; no refund will be issued.
Please note that our properties are not intended as a venue for social gatherings, parties or other such events.
Each property has a maximum occupancy level, which if exceeded, will result in forfeit of your deposit and may lead to your immediate removal from the premises without further notice and without refund of any accommodation charges.
Arrivals and Departures
Each property is available from 3:00 pm on the day of arrival until 10:00 am on the day of departure. Overstays will be charged as a full day, unless previously agreed. Keys must be left inside the key safe upon departure and the code must be scrambled. We reserve the right to charge £50 for any set of keys not returned.
Guests who leave prior to the agreed departure date will be charged for the full duration of the booking.
Our security deposits are set at £250 per apartment per stay. Valid credit/ debit card details are required for the security deposit at the time of booking. We will not charge your card but we will pre-authorise the amount on your card 1 day before your arrival and will be cancel it 7 days after your departure, if no damage has been caused.
We reserve the right to deduct from the card any amounts chargeable. Any charges will be notified prior to being deducted from the card.
Security Deposit on bookings made through our partner website
If you have booked through Booking.com or AirBnB or any of their affiliated site, please check the terms of the security deposit on your reservation confirmation details sent to you directly by them.
Broadband is supplied to each property. We will try to ensure that this service is available at all times. If you encounter an issue, please let us know and we will resolve If there is a fault which is deemed to be connected with the user’s hardware or software, no support will be available.
IMPORTANT PARKING INFO, PLEASE READ CAREFULLY!
Parking at 2 St. Margaret’s Road, GL50 4DT:
If you'll be arriving by car, please be sure to collect your parking permit from inside your apartment and display it in your car's dashboard facing up. The car park is located at the back of the building, off North Place (you will see an opening in between two red brick walls) and it offers 1 unallocated parking space per apartment on a first come first served basis. Please be sure to remove the permit and put it back into the apartment when leaving us, ready for the next guest. Please note that permits not returned to us on checking out will be charged at £75 per permit as we would have to pay for new permit to be issued by the management company/ £15 per day for every day the permit is returned late as we’d have to compensate new guests for parking elsewhere.
In case you have more than one vehicle that you need to park, there is plenty of parking available in the neighbouring car parks. One of them is Euro Car Park who are located just next to our parking on North Place and they charge £12 per vehicle per day.
Parking at 392a High Street, GL50 3JD:
1 car parking space per apartment is provided free of charge but must be pre booked with your host. If arriving by car, you need to make sure that you notify us of your registration plate before arrival as we will need to enter it into the MiPermit parking online system.
Once done, you'll then be able to park your car(s) anywhere within Resident permit parking bays in Zone 12 of Cheltenham Borough Council (please find the map of Zone 12 enclosed in this folder). Our property is located on the corner of High Street and Burton Street with all flat entrances on Burton Street so it will be ideal for you to park along that road.
You can message your registration plate(s) to Jakub on 07947480762 or e-mail it to firstname.lastname@example.org. Please await confirmation before parking your vehicle(s).
You may receive a fine should you park anywhere else than residential bays. Parking is at your own risk and Fortuna Property Services Ltd accept no responsibility for your vehicle or any fines that you may receive. If you are not sure where to park, please ask your host for guidance.
Parking at The Post House, Eastern Avenue, Gloucester, GL4 3DX:
If you're arriving by car, please ONLY park in our allocated parking bays, as per the instructions received in our check in portal/ e-mails. Any vehicles parked outside the marked bay(s), ie double parking, parking on the access road/ any paved/ landscaped areas is prohibited at all times. The parking is enforced by a 3rd party external company who might issue a penalty ticket to any vehicle not parked in their correct bay. There is no need to display a parking permit if parked in our allocated bays.
We regret that pets are not allowed into any of our properties.
Fortuna Property Services operates a strict non-smoking policy. If you smoke in the property, there will be an additional charge of £75 for deodorisation and £50 for deep cleaning.
Personal belongings left in any of our apartment following departure will be kept for 1 week and then disposed of. Should we need to post any personal items to you, we reserve to charge for postage/ time to administer posting the items to you or you can make an appointment to collect the items from the property free of charge.