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Terms & Conditions

In using this website you are deemed to have read and agreed to the following terms and conditions:


As a user of Citybase My Account you are responsible for maintaining the confidentiality of your account, user access and passwords and for restricting access to your computer, and to the extent permitted by applicable law, you agree to accept responsibility for all activities that occur under your account, users or passwords. You should take all necessary steps to ensure that passwords are kept confidential and secure and should inform us immediately if you have any reason to believe that a password has become known to anyone else, or if the password is being, or is likely to be used in an unauthorised manner. Your account administrator(s) are responsible for controlling permissions, granting/restricting access and ensuring that users who no longer require access to My Account are disabled. You are responsible for ensuring the details you provide to Citybase are correct and complete, and for informing Citybase of any changes to the information you have provided. You can access and update much of the information you have provided, including your account settings, in the ‘Account’ area of the website.

You must not use any Citybase Service: (i) in any way that causes, or is likely to cause, any Citybase Service, or any access to it to be interrupted, damaged or impaired in any way, or (ii) for fraudulent purposes, or in connection with a criminal offence or other unlawful activity, or (iii) to cause annoyance, inconvenience or anxiety.

We reserve the right to refuse service, terminate accounts or remove or edit content if you are in breach of applicable laws, these Conditions of Use or any other applicable terms and conditions, guidelines or policies.


Citybase will do its utmost to ensure that availability of My Account is uninterrupted and that transmissions are error-free. However, due to the nature of the internet, this cannot be guaranteed. Also, your access to My Account may be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction.

Citybase will not be responsible for (i) losses that were not caused by any breach on our part, or (ii) any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure), or (iii) any indirect or consequential losses that were not foreseeable to both you and us when you commenced using Citybase My Account.

Citybase will not be held responsible for any delay or failure to comply with its obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control.

In all cases, Citybase acts only as a booking agent for the accommodation providers. The contract for the apartment and any services provided is between the guest and the accommodation provider. Citybase cannot be held responsible for either party's actions or for any subsequent consequences of those actions. Citybase is not to be considered as a party in litigation, nor shall it or any of its employees be required to be a party to any litigation arising directly or indirectly from the booking of accommodation.

Citybase excludes all warranties, express or implied, relating to this website. This includes, but is not limited to, any implied warranty that the information it contains is accurate or up to date or is suitable for any particular purpose.


  • All rates are per apartment (NOT per person)
  • All UK apartment rates are inclusive of VAT at the current applicable rate and service unless stated differently on our website or in the confirmation email.
  • Multiple rates are often available for a specific property and room type however these rates may carry special restrictions and conditions; for example in respect to cancellation and refund. Please check the room and rate details thoroughly for any such conditions prior to making your reservation.
  • All accommodation providers require at least one person aged 18 or over staying at the apartments for each booking. In some instances our apartment providers require the lead guest of each booking to be aged 21 or over.

When making a reservation through Citybase My Account, the rates displayed in your search results at the time you make the booking are the rates that we apply and confirm to you. If there are any unforeseen changes or problems with your reservation we will automatically contact you first for your approval/instructions before arranging a reservation for you.

If you make an instant online booking, you will be taken to a confirmation screen with a summary of your booking, including your booking reference number. Shortly after making your booking, you will receive a full confirmation email which will also include the apartment's payment terms, cancellation policy and check-in procedure.

If you make an "On Request" booking online, your request will be processed as quickly as possible.

In the event that the apartment of your choice is fully booked at the time of submitting your reservation request (complete with card details), Citybase will endeavour to offer you an alternative apartment of similar price, quality and location. We will not, of course, proceed with an alternative reservation without your prior approval.

Shortly after you submit the secure online booking request form you will be notified by email of your reservation confirmation. The email will provide you with full booking details including your booking reference the apartment's cancellation policy, address and telephone number, so you'll have all the information you need.

Your email confirmation will usually be with you the same day if you booked between 9:00 and 16:00 GMT, Monday to Friday. If you have booked outside of these times, your email notification will arrive the following morning, or on the following Monday if you booked during the weekend or after 16:00 GMT on Friday. We will always try to get the confirmation to you as soon as possible.

If for any reason you are unable to access the email address you gave us in the booking request form then please email us using an alternative email address as soon as possible, stating your details, to Alternatively, telephone our offices on +44 (0) 1524 544242. If you require URGENT confirmation of your booking please feel free to contact us by any of the following methods:

  • Tel (UK): 01524 544242
  • Tel (International): +44 (0) 1524 544242


Citybase operates as a NO-FEE service and your card details are used only by the apartments, in the process of booking the apartment(s) at your instruction.

Your payment card details will be securely held for the purpose of processing the booking until the day of check in. On the day of check-in, the credit card details are removed from our systems.

Each apartment has its own terms and conditions relating to how you pay for your booking; these may also vary depending upon the pricing structure you choose. You can see these details on your search results by clicking on the rate name, on your booking form and on your confirmation email. Please note that surcharges may apply when using a credit and debit card, and your bank may charge you for an international transfer of money.

Please note that cities outside of the UK may be subject to local taxes payable upon arrival at the accommodation.


Each apartment has its own cancellation policy which may vary depending on the pricing structure you choose. You can see the cancellation policy which will apply to your stay from either the search results by clicking on the apartment name, at the top of your booking form by clicking "view" under Terms & Conditions, or on your confirmation email.

To cancel a reservation, please log into My Account and make the cancellation from the ‘Bookings’ area, alternatively you can contact us by telephone or email, quoting your booking reference number (stated on your confirmation email). We will then make the cancellation with the apartments on your behalf.

If you need to cancel a booking urgently, and it is outside our office hours, then we advise you to make the cancellation using My Account or inform the apartment directly using the contact details you'll find on the confirmation email.

If you fail to arrive at the apartment on your intended date of arrival, without prior cancellation within the specified period, the apartment is entitled to charge your card. The amount of this cancellation charge depends upon the terms and conditions of the particular apartment. You will find this information on your search results, booking form and on your confirmation email.

Should an accommodation provider have to alter or cancel a booking, provided that we are informed of it, we will do our utmost to inform you where it is reasonably possible; at times it may not be possible to contact you before your departure. In the event of the accommodation provider cancelling your booking, we have no liability to you with regards to making a refund or offering any compensation. The accommodation provider will be responsible for finding appropriate alternative accommodation of a similar standard and shall cover all additional costs incurred as a result of finding and transporting you to such accommodation. We will of course do our utmost to ensure any changes take place with minimal disruption to you and will do everything we can to assist in any way possible.


All apartment information and descriptions are supplied by the apartments featured. Whilst we do our utmost to maintain accuracy and check details wherever possible, Citybase cannot be held liable for any errors or omissions that may arise, or be responsible or liable for any negligence in relation to information on or accessible from this website.

Citybase also reserves the right to change information published on the site at any time, including rates, descriptions and photographs.

Citybase makes no warranty or representation about the fitness or suitability of any product or service advertised on its web site. It cannot accept responsibility for any changes or closures to local amenities or attractions listed within the web site or literature.

These terms do not affect consumer statutory rights.

Citybase reserves the right to update any of its terms and conditions at any time, as and when required and as may be in line with the company's business. The onus is placed on all parties using the website to undertake adequate measures to ensure that they visit any such terms and conditions on a regular basis. By agreeing to use this site, it is implied that any such changes are accepted by any such third party, and that any such third party undertakes to comply with any such changes.


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