Serviced Accommodation Terms & Conditions

THE GEM HOUSE LTD - Terms & Conditions

Terms and Conditions THE GEM HOUSE LTD Guests

THE GEM HOUSE LTD Terms and Conditions

By booking accommodation with THE GEM HOUSE LTD you are agreeing to the following terms and conditions.
The Booking

Your booking is with THE GEM HOUSE LTD (referred to as THE GEM HOUSE LTD in these terms and conditions) which is a Limited Company registered in England and Wales 12005254
of 20-22, Wenlock Road, London, N17GU

1.1. References to ‘you’ or ‘your’ are references to the person or organisation making the booking with THE GEM HOUSE LTD.
1.2. These terms apply to bookings made via the THE GEM HOUSE LTD website, by email or telephone or in person with THE GEM HOUSE LTD. Bookings
made via, TripAdvisor, Airbnb and Homeaway will be subject to their terms and conditions and additional our own terms noted here.
1.3. Your booking is confirmed and a legal contract concluded once your payment has been successfully made. No booking is made or contract concluded when payment is declined or unauthorised.
1.4. You agree that the booking is for a short term stay for leisure, business or temporary purposes and does not give rise to an assured shorthold tenancy or lease and is an excluded agreement within the meaning of s.3A(7)(a) of the Protection from Eviction Act 1977.
1.5. Bookings can be for any length from one night up to three months (or longer depending on agreement). Bookings may be made at any time up to 48 hours prior to your stay to enable us to check your status and credit card details are correct.
1.6. Bookings may only be made by a person aged 25 or above and there must be at least one person aged 25 or above staying in the accommodation (unless agreed otherwise). Proof of ID is required as to is proof of address which must match that of the credit card used for payment.
1.7. You may not re-sell or re-assign your booking to any other person or organisation except with the express authority of THE GEM HOUSE LTD.
2. Payment and Cancellations
2.1. All payments shall be made by Credit or Debit Card THE GEM HOUSE LTD with a charge of 5% booking fees or credit or debit card fees. This only comes into effect in the event of a refund of any kind.
2.2. Full payment is required upon booking unless expressly agreed otherwise by THE GEM HOUSE LTD.
2.3. The total price for your entire stay will be presented to you before you confirm your booking and make payment. Our pricing is dynamic and therefore
the price for the same or similar accommodation may vary over time after your booking is made. This does not confer THE GEM HOUSE LTD any right to require additional payment where the price increases and does not confer any right on you to a discount if the price decreases.
2.4. THE GEM HOUSE LTD and you may cancel the booking at any time up to 14 days prior to the first day of your booking with THE GEM HOUSE LTD in which case a 50% refund will be made to you. After this period the total amount will be payable.
2.5. If you cancel the booking within 14 days of the first day of your booking, then THE GEM HOUSE LTD reserves the right to retain the full amount paid. Any refund will be at THE GEM HOUSE LTD entire discretion unless it is able to book out the accommodation to other guests, in which case it shall make a refund to you of your booking cost, less any difference in price where the replacement booking was off a lesser value.
2.6. THE GEM HOUSE LTD reserves the right to cancel bookings within 7 days of the first day of the reservation where it is necessary due to reasons outside of THE GEM HOUSE LTD reasonable control or in the event of an overbooking due to delays or errors within the booking system. In the event of such cancellation the client will receive a full refund.

2.7 THE GEM HOUSE reserves the right to refuse any refund of any kind if the guest decides to leave the premises and forfeit their stay

2.8 THE GEM HOUSE reserves the right to offer alternative like for like accommodation if there is a serious issue in the current accommodation. If this is offered and the guest refuses, no refunds will be given.
3.1. Check-in time is from 3pm and check-out time is no later than 11am, unless expressly agreed by THE GEM HOUSE LTD otherwise. THE GEM HOUSE LTD may request an additional payment for early check-in or later check-out. Information on the check-in and check-out procedure and access to the accommodation will be provided separately.
3.2. THE GEM HOUSE LTD provide serviced accommodation rather than a hotel or guest house service. THE GEM HOUSE LTD do not provide meals or newspapers.
3.3. Included in your room/apartment will be linen and towels. A cleaning service is provided and further information is available on request.
3.4. Your accommodation will also include a supply of coffee, tea and long-life milk.
3.5. You are responsible for the conduct of all persons staying within the accommodation and shall ensure that they comply with these terms and
conditions. In particular, you and your guests must not:
3.5.1. Smoke in the premises. All rooms and common spaces in our accommodation is strictly non-smoking – you and other guests may only smoke outside of the premises.
3.5.2. Bring any pets into the premises, with the exception of assistance dogs or unless expressly agreed by THE GEM HOUSE LTD;
3.5.3. Bring any potentially dangerous or hazardous materials or equipment onto the premises;
3.5.4. Tamper with any fire alarms or emergency equipment;
3.5.5. Remove, damage or destroy any THE GEM HOUSE LTD property;
3.5.6. Use any technology provided by THE GEM HOUSE LTD to download or access any unlawful or obscene material;
3.5.7. Cause unreasonable disturbance to our other guests or any THE GEM HOUSE LTD staff
3.5.8. Make excessive noise particularly after 10pm especially from TV's and other electronic devices;
3.5.9. Fail to return your room keys/fobs/cards at the end of your stay as, in the interests of security, we may have to replace the corresponding locks.
4. Damage, theft and costs

4.1. THE GEM HOUSE LTD reserves the right to charge to the credit/debit card used for payment or any other card used to provide security in respect of:
4.1.1 The cost of replacing or repairing any property of THE GEM HOUSE LTD including furniture, upholstery, fittings, appliances or other fixtures and items which are damaged during your stay;
4.1.2 The cost of replacing any items of property which are stolen from the accommodation during your stay
4.1.3 Any breach of our non-smoking policy. A standard charge of £200 will be charged to your card where we find evidence of smoking within the
accommodation to cover cleaning costs but we reserve the right to charge additional amounts to cover any damage caused by smoking
4.1.4 The continuation of a pre agreed stay. i.e. monthly stays, on the date agreed payment has to be made, The Gem house reserves the right to charge the guests card for an advanced payment for a pre agreed stay.
4.2. Such costs may be charged on check-out but THE GEM HOUSE LTD reserves the right to apply such charges to your card at a later date where necessary.
4.3. Where THE GEM HOUSE LTD is unable for any reason to apply such a charge against your credit/debit card then an invoice will be sent to you and which you agree to pay within 14 days of receipt.
4.4. The Gem House issues the right to not refund during a guests stay for any issues as long as we have resolved the property issue discussed. Issues resolved will be deemed acceptable by The Gem House LTD.
5. The Gem House LTD has the right to not refund unresolved complaints during the guest stay, if these complaints are not communicated via email, text and whatsapp within a 24 hour period. Any compliants after this duration unsolved will count as feedback only.
our privacy policy. By providing this information you consent (on your behalf and on behalf of each member of your group) to such processing and you warrant that all information provided by you is accurate.
5.2. You should note that we are required by law to maintain a register of all guests’ names and nationality (to be taken on arrival) and to keep such details on file for at least 12 months from the date of arrival. In addition, for guests who are not of British, Irish or Commonwealth nationalities we are required to take details of your passport or other travel documentation and the address of your next destination.
5.3. For full details on how we collect, use and store personal data including the use of cookies please see our fullprivacy policy.
5.4. We use a secure third-party service to process card payments (Stripe). This service is PCI-DSS compliant and allows us to make charges to your credit and debit card in accordance with these terms. We do not make or store any copy of your card details in our own systems or elsewhere. You can read the privacy policy of the third-party provider here: (
6. Complaints
6.1. THE GEM HOUSE LTD want to ensure that you have an enjoyable stay.
6.2. If you have a problem during your stay upon arrival, please report all issues within 24 hours to any member of staff who will be able to help you. If no complaints in regards to cleaning and maintenance are reported within 24 hours, we will endeavour to resolve the issue, but no compensation will be given at the end of your stay.
6.3. If THE GEM HOUSE LTD are unable to informally resolve any complaint you have at the time of your stay then you may submit a formal complaint in
accordance with this procedure. Formal complaints should be submitted in writing using the contact details below. Please provide as much information as possible in order that THE GEM HOUSE LTD may properly investigate your complaint.
6.4. Your complaint will be dealt with by an appointed member of the THE GEM HOUSE LTD management team. THE GEM HOUSE LTD aims to respond to formal complaints within 14 days but if this will not possible THE GEM HOUSE LTD will notify you of this and of when it expects to respond. THE GEM HOUSE LTD will set out the outcome to your complaint in writing.
THE GEM HOUSE LTD will provide a receipt including a break-down of costs for all additional charges made to your credit or debit card.
Privacy, Data Protection and Credit/Debit Card Security
THE GEM HOUSE LTD processes information about you that you provide when making a reservation and/or upon check-in in accordance with
6.5. THE GEM HOUSE LTD reserves the right to reject without further investigation any vexatious complaint or complaint made in bad faith.

Email address:
Postal address: 20-22 Wenlock Road, London, N17GU
7. Limitation of Liability
7.1. The liability of THE GEM HOUSE LTD to you under these terms and conditions shall be limited to the total value of your booking (unless the Hotel Proprietor’s Act 1956 ( applies, in which case our liability will be limited to the maximum prescribed under that Act) except where such loss is caused by our negligence, in which case it shall be limited to any direct and reasonably foreseeable loss suffered by you.
7.2. THE GEM HOUSE LTD shall not be liable in any circumstances to you for any consequential or indirect loss including loss of profit, data, management time, reputation or goodwill.
7.3. THE GEM HOUSE LTD shall not be liable for any damages or loss caused by conditions or events beyond its control including, but not limited to:
7.3.1. Strike, lockout or other labour dispute affecting the employees of THE GEM HOUSE LTD;
7.3.2. Acts of God;
7.3.3. Natural disasters;
7.3.4. Acts of war or terrorism;
7.3.5. Act or omission of government, highway authorities or telecommunications carrier, operator or administrator;
7.3.6. Delay in manufacture, production or supply by third parties of equipment or services required for the performance of the Services or production and
supply of the Goods;
Nothing in this clause or these terms shall limit THE GEM HOUSE LTD liability for death or personal injury or in respect of fraudulent misrepresentation.
If any provision or provisions of these terms and conditions shall be held to be invalid, illegal, unenforceable or in conflict with the law of any
jurisdiction, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired thereby.
9. Waiver
9.1. The failure of any party at any time to require performance of any provision or to resort to any remedy provided under these terms and conditions shall in no way affect the right of that party to require performance or to resort to a remedy at any time thereafter, nor shall the waiver by any party of a breach be deemed to be a waiver of any subsequent breach. A waiver shall not be effective unless it is in writing and signed by the party against whom the waiver is being enforced.
10. Entire Agreement

10.1. These terms and conditions constitutes the entire agreement of the parties and supersedes all prior communications, understandings and agreements relating to the subject matter hereof, whether oral or written.
Third party rights
Nothing in this Agreement is intended to, nor shall, confer any rights on a third party unless expressly provided otherwise
This Agreement shall be construed in accordance with English Law and the Courts of England and Wales shall have exclusive jurisdiction in so far as any I have read this Agreement and agree to the terms and conditions.