Cancellation policy

CHECK IN/CHECK OUT
                •              Check in time is between 3pm and 6pm on the day of arrival. We operate a personal greeting service at the apartment. Because of this we require guests to provide us with their travel details, including flight numbers and estimated arrival times, along with contact details for the guest (email & telephone number), and to call us on 01635 521669, 07810 563288 or DAN WORK MOBILE approximately 40 minutes before arrival in Newbury or before leaving Heathrow Airport.
                •              Check out is by 10am on a weekday, or 11am on a weekend. When leaving the apartment please place your keys and any security card or parking permit on the kitchen counter and close the door firmly behind you – a representative of Phoenix Apartments will collect them during our post-guest inspection.
                •              Earlier or later check in and check out must be agreed with Phoenix Apartments in writing prior to the guest’s arrival, and may incur an additional charge.
                •              Guests will be provided with 1 set of keys per person. Should a guest lock themselves out of their apartment they should call one of the numbers above and we can provide access to the property. Between the hours of 8pm and 8am an additional call out charge will be incurred. Should a guest lose their keys a charge of £200 will be levied to cover the cost of replacing the locks. A charge of £50 per item will be incurred to replace any lost security cards or parking permits.
PAYMENT
                •              Payment must be made in full prior to the guest’s arrival, or in person upon arrival, before keys will be handed over. For stays of longer than 28 nights payment may be made incrementally, provided it is agreed with Phoenix Apartments in writing before the guest arrives.
                •              Payments by credit card will be charged an extra 3% transaction fee. Please notify us if you wish to pay in cash to arrange details.
                •              Late payments or part payments (without prior agreement) will incur an extra £30 fee per incident
CANCELLATION, AMENDMENTS & EXTENSIONS
                •              Any request to cancel or amend a booking must be confirmed with Phoenix Apartments in writing.
                •              For all bookings of 28 nights or less we require a minimum of 7 days’ notice from the date of arrival for cancellations. For longer bookings we require a minimum of 14 days’ notice. A cancellation charge of the full required notice period will be charged outside of these terms.
                •              If you wish to depart earlier than your original check out date, we require a minimum of 7 days’ notice from your new proposed check out date. We reserve the right to charge for the full original stay outside these terms.
                •              Extensions are welcomed subject to availability. Please contact us 14 days prior to your check out date to request an extension. We will to our best to accommodate you, but we cannot guarantee that you will be able to remain in your original apartment. You may be required to change apartments and your rate may be altered.
This email is confirmation of your booking, and of your acceptance of Phoenix Apartment’s TERMS AND CONDITIONS (link). Please read these carefully to ensure you are familiar with them before your arrival.