Booking Terms & Conditions

Booking Terms & Conditions

Introduction is a trading name of Travel & Trade Worldwide Ltd whose office address is Foundry Building, 2 Smiths Square, 77 Fulham Palace Road, London W6 8AF and registered address is 37 West Kensington Court, West Cromwell Road, London W14 9AA (company number: 06951276 - England & Wales), (“we”, “us”, “our”).

We act only as an agent in respect of all bookings we take and/or make on behalf of clients which includes all companies (including any subsidiaries and holding companies within the meaning of Section 1159 of the Companies Act 2006) whose employees use the accommodation, (“you”, “your”). These Booking Terms apply to both corporate and non-corporate clients.

For all bookings, your contract will be with the supplier/principal of the accommodation arrangements in question (“Supplier/Principal”). As agent, we accept no liability in relation to any contract you enter into or for any accommodation or other services you purchase (“Accommodation”) or for the acts or omissions of any Supplier/Principal or other person(s) or party(ies) connected with any Accommodation. 

When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the Accommodation. Your booking is subject to these booking terms and conditions (“Booking Terms”) and the specific booking conditions of the relevant Supplier/Principal you contract with and you are advised to read both carefully prior to booking. The Supplier/Principal’s booking conditions and policies may limit and/or exclude its liability to you. Copies of applicable booking conditions are available from us on request.

Please note: By making a booking on this Website you confirm that you have read and accept these Booking Terms, our Website Terms of Use and our Privacy Policy.

If you have any queries about these Booking Terms please contact us on +44 203 189 1269 or email us on


  1. Booking
    1. 1. Please ensure that you have read these Booking Terms and the Supplier/Principal’s terms and conditions thoroughly before you make a booking with us.
    2. 2. You must be over 21 years of age and where booking Accommodation with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services.
    3. 3. Once you are ready to book Accommodation, you can complete a secure online booking on (“Website”) and provide payment details.
    4. 4. Once your booking is confirmed you will receive your booking confirmation email which will include full booking details, your booking reference, address, telephone number and the Supplier/Principal’s policies. Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you this booking confirmation on the Supplier/Principal’s behalf.
    5. 5. Booking availability

      On Request Booking
      If the Accommodation is stated as being available on an “On Request” basis, we will check the price and availability with the Supplier/Principal after receiving your request and then contact you to confirm if you wish to proceed with the booking. If you accept, we will email you a payment link to complete the booking.

    6. 6. In the event that the Accommodation of your choice is fully booked or not available at the time of submitting your booking  request details, we will endeavour to arrange the booking of alternative Accommodation of a similar price, quality and location. No booking will be confirmed without seeking your prior approval.
    7. 7. Please check your booking confirmation carefully and report any incorrect or incomplete information to us immediately. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. If for any reason you are unable to access the email address you gave us in the booking request form, please email us or call us as soon as possible on +44 203 189 1269 or to update your details.
    8. 8. If there are any unforeseen changes or problems with your booking, we will automatically contact you first for your approval/instructions, before arranging an alternative booking for you.
    9. 9. If you have any special requests (for example additional beds, room location), please let us know at the time of booking. We will pass on all such requests to the Supplier/Principal, but we can't guarantee that they will be met and we will have no liability to you if they are not.
    10. 10. You must check the price of your chosen Accommodation at the time of booking.

  2. Payments, Deposits and Refunds
    1. 1. Payment terms is as follows:

      For Bookings made more than 60 days prior to arrival:
      Flexible Rates: 25% due at the time of booking, balance due 60 days prior to arrival.
      Non Refundable Rate: Full payment due at the time of booking.
      For Bookings made less than 60 days prior to arrival:
      Full payment due at the time of booking.
      For Bookings made by Business clients with a credit account: Payment due as per credit terms. (subject to credit account approval).
      For Long stay bookings over 3 months:
      Monthly advance payments (subject to status and booking terms).


  1. 2. By making a booking with us, you must accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
  2. 2. Payment for the Accommodation must be made to us by credit or debit card or bank transfer in full at the time of booking unless otherwise agreed by the due date as stated in the booking confirmation and all payment must be made in £GBP sterling unless stated otherwise. If you have paid a deposit, you must pay the full balance by the balance due date notified to you by us.
  3. 3. Credit and debit card payments are made via a third party payment processor using 3D secure online payments.
  4. 4. If payment is made by bank transfer (international or otherwise) you will be responsible for any bank charges incurred and any difference in price due to exchange rates.
  5. 5. If full payment for the Accommodation is not made by the applicable due date, we shall notify the Supplier/Principal who may cancel your booking and charge cancellation fees as per the Supplier/Principal’s policies.
  6. 6. Except where otherwise advised or stated in the terms and conditions of the Supplier/Principal concerned, all monies you pay to us for Accommodation will be held by us on behalf of the Supplier/Principal and forwarded on to the Supplier/Principal in accordance with our agreement with the Supplier/Principal.
  7. 7. You may be required to pay a security deposit on or prior to arrival to cover against any damage or loss to the Accommodation during your stay. This payment may need to be made to us on the Supplier/Principal’s behalf or may be taken in the form of a pre-authorisation on your credit card by the Supplier/Principal directly. You will be notified about this at the time of booking.
  8. 8. If you are due a refund because of a cancellation or discrepancy you will receive this refund in the same currency and payment method that this payment was taken in.

    For payments made via Flywire, the payment processor will levy a 0.5% charge on refunds.

  9. Amendments & Cancellations
    1. 1. To cancel or amend a booking, please contact us as soon as possible by telephone or email, quoting your booking reference number. We will then make the cancellation on your behalf with the Supplier/Principal.
    2. 2. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met.
    3. 3. Amendments and cancellations can only be accepted in accordance with the Supplier/Principal’s policies. The Supplier/Principal may charge cancellation or amendment charges, which may be as much as 100% of the cost of the Accommodation and will normally increase closer to the date of arrival. We will notify you of the exact charges in advance of booking.
    4. 4. If you need to cancel a booking urgently, and it is outside our office hours (Monday to Friday: 9:00am - 5:00pm UK time), then we advise you to inform the Supplier/Principal directly using the contact details you will find on the booking confirmation or in the accommodation guest directory. If you cancel or amend a booking outside our office hours, the cancellation policy will be applied from the time we or the Supplier/Principal has received your cancellation request (during office hours) and not the time the cancellation request was sent.
    5. 5. Please note: some Supplier/Principals do not allow changes and therefore full cancellation charges will apply.
    6. 6. If you fail to arrive at the Accommodation on your intended date of arrival without prior cancellation within the specified period, the Supplier/ Principal is entitled to charge you a cancellation charge. The amount of this cancellation charge depends upon the Supplier/Principal’s policies. You can find this information on our Website under the heading 'Policies' of every individual Accommodation page or on your booking confirmation.
    7. 7. Should a Supplier/Principal 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 to do so, however at times it may not always be possible to contact you before your departure.
    8. 8. In the event of the Supplier/Principal cancelling your booking, we have no liability to you with regards to making a refund or offering any compensation. The Supplier/Principal will be responsible for finding appropriate alternative accommodation for you.

  10. Website information
    1. 1. All rates stated on our Website are per apartment/room and not per person and are inclusive of VAT at the prevailing rate and service. Some properties are exempt of VAT or a reduced VAT rate may be applicable, such as 4% VAT after 28 nights.
    2. 2. We reserve the right to amend advertised prices at any time. Changes and errors sometimes occur and we also reserve the right to correct errors in both advertised and confirmed prices.
    3. 3. Currency Conversion: We provide a currency conversion tool on our Website. You should only use the currency conversion tool as a guide and it is for indicative purposes only.
    4. 4. All ratings are as provided by the relevant Supplier/Principal. These are intended to give a guide to the services and facilities you should expect from your Accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.
    5. 5. All descriptions and content on the Website or otherwise issued by us is done so on behalf of the Supplier/Principal in question, and are intended to present a general idea of the services provided by the Supplier/Principal. Not all details of the relevant services can be included on the Website All services shown are subject to availability. If you require any further details, in respect of any Accommodation or any other services please contact us on

  11. Your responsibility
    1. 1. You agree that you will comply with all the Supplier/Principal’s policies and any additional rules made available whilst you are in occupation of the Accommodation including any restrictions relating to smoking, pets and parties.
    2. 2. You agree that you are responsible for any loss or damage to any physical property belonging to the Supplier/Principal or us, caused by your acts or omissions or any members of your party who is invited or permitted to make use of the Accommodation. You will reimburse the Supplier/Principal or us where appropriate, for the monetary value of any such loss or damage.
    3. 3. You also agree to only allow the maximum number of people permitted by the Supplier/Principal as per your booking confirmation to stay in the Accommodation and to not remove any items provided for your convenience including but not limited to bedding, towels and kitchen appliances.
    4. 4. You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in the Supplier/Principal’s opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, the Supplier/Principal reserves the right to terminate your booking immediately with no further liability to you.  You and/or your party may also be required to pay for loss and/or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or losses must be paid directly to us, or the Supplier’, prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions together with all costs we incur in pursuing any claim against you.
    5. 5. Unless you tell us otherwise, we are entitled to assume that all members of your party are in good health and hold full valid passports with the necessary visa requirements for the entire duration of your booking. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the Supplier/Principal accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please note that these requirements may change between booking and departure. Most countries now require passports to be valid for at least 6 months after your return date.
    6. 6. You are strongly recommended to take out travel insurance for all members of your party. In addition to travel insurance (where applicable), it may also be possible for you to obtain cancellation insurance to provide cover in the event that the Supplier/Principal cancels the Accommodation at short notice. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs.

  1. Complaints
    1. 1. If you have a problem with your Accommodation whilst using it, this must be reported to the Supplier/Principal immediately. Because the contract for your Accommodation is between you and the Supplier/Principal, any queries or concerns about your Accommodation should be addressed to them first. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. We carefully select the Suppliers/Principals and Accommodation we work with to ensure you have the best experience, but in instances where the need for a complaint arises, we are available to help negotiate the best possible outcome for all parties involved.
    2. 2. Your satisfaction is important to us however if you are unhappy with the service we have provided you (i.e. our booking service) and wish to complain then please contact us directly on
    3. .3 Please note that we do not offer an alternative dispute resolution service.


  1. Termination
    1. 1. In the event that you fail to pay any monies when they are due as applicable or you (or any person or people on whose behalf you make a booking for or who otherwise use the Accommodation) otherwise breach any of these Booking Terms or the Supplier/Principal’s policies, including the Supplier/Principal’s terms and conditions, we will be entitled to terminate our agreement with you and/or your booking immediately and following such termination you will (and you will procure that any person or people on whose behalf you make a booking for or who otherwise use the Accommodation will) vacate the Accommodation immediately.

  2. Limitation of Liability
    1. 1. Your contract is with the Supplier/Principal and its policies and terms and conditions apply. As agents, we accept no responsibility for the actual provision of the Accommodation. Our responsibilities are limited to making the booking itself in accordance with your instructions.
    2. 2. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
    3. 3. We accept no responsibility for any information about the Accommodation that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to  twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected).
    4. 4. We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

  3. General
    1. 1. We will not be liable to perform our obligations under these booking terms in so far as such performance is hindered or prevented by strikes, lockouts, riots, war (declared or undeclared), acts of God, civil insurrection, fire or other similar cause, or failure of a third-party supplier, provided that any such specified cause or other similar cause is beyond the reasonable control of such party.
    2. 2. These Booking Terms shall supersede any other terms, conditions, performance criteria, guarantees or prior representations whatsoever (whether written or oral) between us and you, unless expressly incorporated herein.  You confirm that you haven’t entered into an agreement with us in reliance on any statement or representation except to the extent that such statement or representation has been incorporated in these booking terms.
    3. 3. These Booking Terms are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).
    4. 4. Please see our Privacy Policy for full information regarding the way in which we use and store your personal data.