Terms and Conditions of Booking

1. Reservations

All bookings are confirmed only upon receipt of written confirmation from us.

Minimum night stay restrictions may apply at certain times of year. You will be advised of these at the time of booking. We reserve the right to refuse any booking.

All guest names, telephone numbers and email addresses are required at the time of booking.

Please check your confirmation carefully as soon as it is received. If any detail is incorrect, notify us immediately. We cannot accept liability for inaccuracies we have not been notified of. Where an error is identified in the confirmation or invoice, we will correct it within 7 days of issue, or no later than 24 hours before arrival if your stay begins within 7 days of booking.

Bookings may not be transferred to another person without our prior written consent.

2. Special requests

We will do our utmost to accommodate guests with special requirements. Please notify us in writing of any special requirements at the time of booking. Whilst we will endeavour to meet all reasonable requests, we cannot guarantee fulfilment. Conditional bookings — those contingent on the fulfilment of a specific request — cannot be accepted.

3. Group bookings and extended stays

A group booking is defined as multiple apartments booked for the same period. An extended stay is one of 28 nights or longer. Special payment and cancellation terms may apply in both cases and will be advised at the time of booking.

4. Payment

4.1 Payment on booking

Full payment will be taken from the card details provided at the time of booking. Your reservation is confirmed only once payment has been successfully processed and a confirmation email issued. If payment cannot be taken, the booking will not be secured and may be cancelled without further notice.

4.2 Accepted payment methods

• Credit or debit card: all major card types accepted; no additional transaction fees apply.
• Bank transfer: available on request — please contact us for bank details.

All card payments must pass standard security checks.

4.3 Security deposit

We reserve the right to take a security deposit to cover additional charges including breakages, damage, extra cleaning, or further accommodation charges. Where a security deposit applies, you will be notified of the amount at the time of booking. The deposit may be collected at the time of booking or upon arrival.

Following your departure, we will inspect the apartment and return the deposit — or the remaining balance after any deductions — within 7 days of your departure date. Where deductions are made, a written statement detailing the charges will be provided. Any disputes regarding deductions must be raised in writing within 7 days of receiving that statement.

4.4 Additional charges

Valid credit or debit card details must be provided at the time of booking to cover any charges incurred during your stay. These may include, but are not limited to: damage to property or furnishings, extra cleaning, lost keys, excessive energy usage, or unpaid charges for additional guests, pets, or optional services (such as EV charging). Any such charges will be automatically deducted from the card on file, and a written statement will be provided. If payment cannot be processed or valid card details are not provided, we reserve the right to invoice the guest or booker directly.

5. Pricing

All rates are correct to the best of our knowledge at the time of publication. We reserve the right to adjust prices at any time based on demand, seasonal factors, or the number of guests. Rates quoted prior to booking are subject to change until your reservation is confirmed.

Once a booking is confirmed, the rate will not change unless you amend your booking, or an error was made in the advertised rate. In such cases, we will notify you promptly and offer the option to pay the correct rate or cancel with a full refund.

VAT is included and charged at the applicable rate at the time of booking. We will notify you of any changes affecting a confirmed booking.

6. Reservation changes and extensions

All requests for changes, extensions or cancellations must be made in writing directly to us. If your booking is not changed, extended or cancelled through us, you will remain liable for the full booking amount.

If you wish to change any detail of your confirmed booking, we will do our best to accommodate your request subject to availability. Changes may result in a rate adjustment. Changes to the arrival date that move your stay to a later date will be treated as a cancellation and rebooking. If we cannot accommodate your requested changes, your original booking will remain in place.

For extensions, please give as much notice as possible. All extensions are subject to availability and rate change. Where notice to extend has been given, we reserve the right to charge additional amounts to the card used for the original booking, or to issue an invoice to your billing address payable on receipt.

7. Cancellations

We treat early departures, reductions in nights or apartments booked, and no-shows as cancellations, and cancellation charges will apply accordingly. The apartment may be re-let in such circumstances.

Guests who fail to arrive without prior notice will not be entitled to a refund. If your arrival is delayed, you must contact us using the details in your confirmation to arrange access. If you have not arrived by midday on the day following your scheduled arrival and have not contacted us, we reserve the right to treat your booking as cancelled and apply cancellation charges.

All cancellation deadlines refer to 14:00 on the relevant day. For extended or group bookings, different terms may apply as advised at the time of booking.

8. Changes by us

While we aim to honour all confirmed bookings, there may be rare occasions where changes or cancellations are necessary due to unforeseen circumstances or errors in published information. In such cases, we will notify you as soon as reasonably possible by phone or email, and in any event no later than:

• 7 days before arrival for stays of 1–6 nights
• 14 days before arrival for stays of 7–28 nights
• 28 days before arrival for stays of 29 nights or more

Where a significant change or cancellation is required, you will be offered the choice to: (a) accept the change as revised; (b) transfer your booking to alternative available dates; or (c) cancel with a full refund, issued within 7 days.

We regret that we are unable to offer compensation beyond a full refund in these circumstances, except where required by law.

9. Your accommodation

We cannot guarantee a specific apartment number prior to arrival. The maximum number of guests in any apartment is determined by the number of beds available. If the maximum occupancy is exceeded, we may refuse access and/or charge for additional accommodation.

9.1 Arrival and departure times

• Check-in: from 14:00 on the day of arrival.
• Check-out: by 11:00 on the day of departure.

Early arrival or late departure may be available for an additional charge and must be agreed at least 24 hours in advance with management. These cannot be guaranteed unless the preceding or following night is also booked.

9.2 Access

Apartment keys can be collected via a key lockbox on arrival. Full details will be provided by 14:00 on your day of arrival, unless otherwise agreed. If you experience any issues accessing your key, please contact our team using the number in your confirmation email.

9.3 Departure

On departure, please leave the apartment key in the lockbox where it was accessed on arrival. A charge will apply for any lost or missing keys.

10. Facilities and services

10.1 Cleaning

Apartments are cleaned weekly. The scheduled cleaning day will be advised on arrival and includes a linen and towel change plus general cleaning.

10.2 Maintenance

Routine maintenance is carried out regularly. Where we require access to your apartment for essential maintenance, we will normally give at least 24 hours' notice, except in the case of emergency when immediate access may be required.

10.3 Internet access

Complimentary wireless internet is available throughout the property. While we aim to provide a reliable service, connection speeds may vary during peak usage times and high-bandwidth activities (such as streaming or large downloads) may be affected. We do not guarantee uninterrupted internet access and are not liable for any disruption.

Guests must not tamper with, disconnect, or interfere with any internet equipment. Use of the internet for unlawful or inappropriate activities, including illegal downloads or file sharing, is strictly prohibited. We may cooperate with authorities regarding misuse where required by law.

10.4 Interruption to services

We aim to provide a comfortable and uninterrupted stay but cannot guarantee the continuous availability of electricity, water, internet, or other utilities. If we become aware of any disruption, we will do our best to resolve it promptly. We are not liable for inconvenience or loss caused by circumstances beyond our control.

10.5 EV charging

EV charging is available at the property on request. Please enquire at the time of booking. Charges for this service are billed as an additional charge based on usage.

11. Guest responsibilities

11.1 General conduct

Guests are expected to behave responsibly and respectfully at all times. Please keep noise to a minimum between 22:00 and 07:00. Behaviour causing disruption, including excessive noise, nuisance, or abusive, threatening, or inappropriate conduct toward staff — in person, by phone, or in writing — will not be tolerated.

The apartment must not be used for any illegal or inappropriate activity. We reserve the right to ask any guest to vacate the property immediately, without refund, if these rules are breached.

11.2 Age requirement

We do not accept bookings from anyone under the age of 18. Proof of identification and date of birth may be requested on arrival. If this cannot be provided, we reserve the right to cancel the booking without refund. Guests under 18 must be accompanied by a responsible adult at all times.

Acceptable forms of identification include a valid passport, driving licence, or national identity card.

11.3 Smoking

Smoking is strictly prohibited in all apartments and throughout the building. A specialist cleaning charge of £200 will apply where smoking is found to have taken place.

11.4 Pets

Pets are permitted only with prior written approval from management. A charge of £10.00 per pet per night applies to cover additional end-of-stay cleaning.

11.5 Visitors

Guests are responsible for their visitors. Non-residents will not be permitted access to apartments after 23:00, and a strict no-party policy is in operation. Overnight visitors are not permitted without prior written approval from management.

11.6 Kitchen safety

Guests are required to switch off all cooking appliances after use. Hot pots, pans, or cookware must not be placed directly onto kitchen worktops, as this may cause permanent damage. Trivets are provided in the apartment and must be used for all hot cookware. Any damage to worktops caused by failure to observe this requirement will be charged to the guest at the full cost of repair or replacement.

11.7 Ventilation and moisture control

Extractor fans must be used when cooking and in bathrooms to prevent moisture build-up. When drying clothes within the apartment, windows should be opened to allow adequate ventilation. Failure to follow these requirements may result in mould, damp, or moisture damage to the property. Any remediation costs arising from a guest's failure to observe this obligation will be charged to the guest in full.

11.8 Furniture and fixtures

Furniture, fittings, and fixtures must not be moved, removed, or rearranged within or from the apartment. Any maintenance issues or special requirements relating to furnishings should be reported to management as soon as possible. Any damage or loss resulting from the unauthorised moving or rearrangement of furniture will be charged to the guest at the full cost of repair or replacement.

11.9 Damage and cleanliness

Guests are expected to leave the apartment, its furnishings, and all fixtures in the same condition as found on arrival. Please report any damage, loss, or maintenance issues as soon as possible during your stay. Any damage caused will be charged in full.

If issues are identified after departure, we will notify you or the booker within 7 days, including full details and, where possible, photographic evidence. Disputes regarding charges must be raised in writing within 7 days of notification.

Apartments must be left in a reasonable state of cleanliness on departure. Additional charges may apply where specialist cleaning is required to return the apartment to a fit state for occupation, and may include compensation for loss of revenue.

11.10 Safety — lithium batteries and portable appliances

Electric scooters and electric bikes are strictly prohibited from the premises due to fire risk.

Guests are responsible for ensuring all portable appliances brought to the property are in good working condition. Only British Standard adaptors are permitted.

11.11 Security

Guests will be provided with a set of keys to access the property and their apartment. Additional sets are available on request. It is your responsibility to retain your keys at all times and return them at the end of your stay. A charge applies for replacement keys and for call-outs required due to lost or forgotten keys.

Guests must ensure that the building's front door is kept locked on entry and exit at all times. Guests must not permit access to the building or apartment to any person who is not a confirmed guest of that booking or an authorised member of staff. Only the number of guests confirmed on the booking are permitted to occupy the apartment. Any breach of this obligation may result in the guest being asked to vacate the property immediately without refund.

12. Additional charges summary

VAT and applicable local taxes are payable on all additional charges. Where a charge is not listed above, the actual cost will be charged together with any applicable administration costs. Additional charge prices may change at any time.

13. Lost property and storage

All possessions should be removed from the apartment on the date of departure. We will use reasonable endeavours to retain any lost items for up to 3 months after your departure date. For lost property enquiries, please email: enquiries@blorengehouse.co.uk.

Where facilities are available, luggage storage may be provided at an additional charge and is entirely at the owner's risk.

14. Health and safety

The health and safety of our guests is a top priority. On arrival, please familiarise yourself with the layout of the apartment, the building, and the health and safety information provided. Fire safety procedures are displayed in the guest information folder and on the back of each apartment's front door and must be followed at all times.

Blorenge House is managed in accordance with all relevant local and national health and safety regulations.

15. Insurance

We are not responsible for the theft or damage of personal belongings during your stay in any apartment or on the premises. You are advised to ensure you have appropriate personal and travel insurance in place, including cover for cancellation and medical expenses.

16. Liability

To the fullest extent permitted by law, we exclude all warranties, conditions, and terms that may otherwise be implied by statute or common law. These terms and conditions apply instead.

Nothing in these terms affects your statutory rights as a consumer. We do not exclude or limit our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other matter for which liability cannot be legally excluded.

Except as outlined above, we are not responsible for any loss of profits, business interruption, loss of data, or indirect or consequential losses arising from your booking.

Where a booking is made on behalf of a company or organisation, that business agrees to cover any costs, losses, or damages we incur as a result of a breach of these terms, misuse of the accommodation, or failure to meet agreed obligations. In such cases, our total liability will be limited to the amount paid to us for the booking.

If any part of these terms is found to be unenforceable, that part will be treated as removed whilst the remainder will continue to apply.

17. Website and marketing materials

We make every effort to ensure that content on our website and in promotional materials is accurate at the time of publication. However, we reserve the right to update or amend content without prior notice. We cannot guarantee the accuracy of content on third-party websites or online travel agents. Apartment photos and descriptions offer a general representation only; actual layouts, furnishings, and facilities may vary. We are not responsible for the content, policies, or security of any external websites we may link to.

18. Quality and feedback

We are committed to providing quality accommodation and conduct regular audits to maintain high standards. We welcome guest feedback and ask guests to complete an online review following their stay.

19. Complaints

If you are unhappy with any aspect of your accommodation, please notify the Blorenge House management team as soon as possible during your stay so we have the opportunity to resolve the issue promptly. Failure to report a problem during your stay may affect how any subsequent complaint is handled.

If your issue is not resolved during your stay, you may submit a formal complaint in writing within 28 days of departure. Please contact us via:

• Email: enquiries@blorengehouse.co.uk
• Post: Guest Services, Blorenge House, 57–59 Staplegrove Road, Taunton, Somerset, TA1 1DG
• Phone: 01823 283005

20. Privacy

All personal information collected during the booking process — including names, contact details, payment information, and other relevant data — will be handled in accordance with our Privacy Policy, which forms part of these terms and conditions.

Payment details may be securely stored and processed for the purpose of handling incidental charges. We may also collect anonymised technical data, such as IP addresses, for security, analytics, and fraud prevention purposes. Telephone calls may be monitored or recorded for training, quality assurance, and security.

For full details on how we collect, store, and use your data, please refer to our Privacy Policy or contact us at enquiries@blorengehouse.co.uk.

21. General

We reserve the right to amend these terms and conditions from time to time. The current version will always be available on request.

If any guest is in breach of these conditions, we reserve the right to require them to vacate their apartment immediately.

These terms are governed by and construed in accordance with the laws of England and Wales. The courts of England shall have exclusive jurisdiction in relation to any claim, dispute, or difference concerning these conditions and any matter arising from them.