Terms of Business

Last updated: January 2019

Contracting Parties

These Terms Of Business govern the contract between Strathmore House Apartments (registered office: New Continental Hotel, Millbay Road, Plymouth, PL1 3LD) and you, our guest.

Check In / Check Out

Check in for our guests is between 4:00pm and 9:00pm, we would ask that you confirm a time in which you expect to arrive. If delayed, please don’t worry, you can contact Alison (our Manager on site) on: 07955 672915 to let her know and rearrange a new meeting time.

Strathmore House Apartments operate unmanned receptions; therefore we will expect to meet guests upon arrival at the main apartment entrance, in order to give the guest access and conduct a detailed familiarisation tour of the apartment, including instructions on how to operate appliances.If you need to check in outside of the check in hours, this must be arranged in advance.

Check out at Strathmore House Apartments is by 11:00am on the day of departure; unless otherwise agreed in advance. Failure to vacate by this time may result in further charges.

Availability / Booking

Desired availability of accommodation at the rates shown may be limited and/or restricted to certain periods. You will be asked to secure your booking with either a credit or debit card.

For up to date availability you can call or email Strathmore House Apartments direct on:

TEL: +44 (0) 1752 276797
EMAIL: info@strathmorehouse.co.uk

Our reservations team are available to take your booking Monday – Sunday 9.00am until 5.30pm. Alternatively contact us outside of these hours from the numbers below.

Out of Hours Booking
TEL 1: 07841 615104
TEL 2: 07955 672915

We reserve the right to refuse, at our sole discretion, any booking made with us.

Please check your details and dates carefully before you book, as incorrect or incomplete details may result in the booking being cancelled. You are advised to ensure that you put in place appropriate travel insurance policies to cover cancellation, medical cover and cover for loss or damage to personal property during your stay.

Bookings are confirmed only when Strathmore House Apartments have accepted the booking by sending you a Booking Confirmation by email and have taken payment in full, unless otherwise agreed in writing. For any booking to be confirmed by Strathmore House Apartments, a payment date and method must be agreed in advance.

Should payment not reach Strathmore House Apartments within the required time we reserve the right to suspend or cancel any bookings made and any deposit paid may be forfeit.

Where Strathmore House Apartments are unable to confirm the initial requested accommodation, we will endeavour to provide a similar alternative and an email or other notification will be sent to inform you of the details. Strathmore House Apartments will endeavour to hold the reservation for 48 hours in order for you to signify acceptance by making payment in full. As soon as your confirmation is received, please check the details carefully. If anything is not correct you should notify us immediately.

Strathmore House Apartments cannot accept any liability if we are not notified of any inaccuracy in any documentation within 48 hours of it being sent out. If there is an obvious error in the booking confirmation or invoice, Strathmore House Apartments reserves the right to correct it as soon as we become aware of it and will do so within 7 days of issue of the booking confirmation or invoice or, if your arrival date is within 7 days of booking, no later than 24 hours before your arrival date. If any of these changes are material and are not acceptable, then you will be entitled to a full refund.

Strathmore House Apartments operate an age restriction of guests no younger than 25 years unless otherwise agreed in writing. On arrival, photographic identification may be requested. Bookings will be cancelled if this is not presented or the guest booking does not comply with our age restriction and no refund will be issued.

Regretfully, any potential reservations for stag or hen parties will not be honoured and will be subjected to a cancellation (no refund will be issued).


Your full payment is taken at the time of booking unless otherwise arranged; this payment is non-refundable or transferable.

Please note, you will be asked to present the card in which you used to pay for your booking on check-in.

Cancellation & Amendments

All cancellations and amendments must be made in writing. A charge will be levied in respect of reservations, which are subsequently cancelled, or in the case of non-arrival.

If the appropriate cancellation notice is not given in writing prior to the proposed arrival date the total cost of the accommodation will be charged, unless we are able to re-let the accommodation at the same rate. We recommend that appropriate insurance is taken out especially for longer stays.

Please note there will be a £50 administration fee for any confirmed bookings which are subsequently amended.

Whilst every effort is made to fulfil, your requests, unfortunately we cannot guarantee these and failure to do so will not constitute a breach of contract. In the unlikely event that we have to change or cancel your reservation, we reserve the right to do so.

However, you have the right to accept the changed arrangements as notified or cancel your reservation and receive a full refund of monies paid. Strathmore House Apartments will be under no further obligation or liability for losses or expenses arising from the cancellation. There are no further circumstances for which Strathmore House Apartments will be liable for a refund.

Early departures are treated as cancellations and the Guest is not entitled to a refund for the remaining number of nights unless agreed in writing.

Non-arrivals are treated as cancellations and you will not be entitled to a refund.

Collection of Keys

Keys to the apartments are to be collected and returned, unless otherwise agreed at Strathmore House Apartments, 13-17 Elliott Street, The Hoe, Plymouth, PL1 2PR. As standard we provide a key per bedroom (One Bed Apartment = 1 key, 2 Bed Apartment = 2 keys).

Special Requests

All special requests will be considered when allocating bookings but cannot be guaranteed.

Car Parking

Car parking is free but there is limited availability and this facility is provided at the customer’s risk. To access the allocated bays, pass the sign for Strathmore House Apartments and take the next left, then left and left again. Alternatively there is free on street parking between 6:00pm and 10:00am. If you are using alternative transport and require a pre-booked taxi, you can contact us on +44 (0) 1752 276797 and the New Continental Hotel reception team (Strathmore House Apartments sister hotel) will happily arrange for a local, trusted firm to transport you.


As you would expect from a hotel, our serviced apartments are visited on a regular basis, by our housekeeping team for a thorough clean, replacement of towels and checking for any maintenance requirements.

We employ our own housekeeping and maintenance teams who are all friendly, trustworthy and highly trained individuals.

For stays in excess of one week, the price will include a full clean of the apartment including linen and towel change. Please note the weekly clean will not include the washing of dishes or removal of excess rubbish. The apartments are to be left in a clean and tidy manner, failure to do so will result in an additional cleaning charge of £75.00 and this amount will be charged to the credit/debit card provided.

The Strathmore house housekeeping service is provided as standard on a weekly basis, but can be tailored to meet guest’s needs, this will occur additional charges. You can arrange this during your stay with the Manager on site.  We are able to provide extra bed linen and towels by prior arrangement but an additional charge may apply.

The Guest agrees to keep the apartment reasonably clean and tidy. If the apartment is left in an unreasonable and unclean condition Strathmore House Apartments reserves the right to charge the Guest for the excessive cleaning charged at £30 per hour. Guest agrees that any maintenance issues occurred during the Guest’s stay will be immediately reported to Strathmore House Apartments staff to prevent the apartment or any of its content from further damage.


We understand that in order to deliver the highest standard of service it is necessary to ensure that our properties are well maintained and inspected on a regular basis. We have a maintenance support team available to change lightbulbs and handle and small day-to-day issues. If a maintenance visit is necessary then this will be arrange at a convenient time for you as we always respect guest’s privacy during their stay with us.

The Guest is responsible for taking all reasonable care of the apartment and its content. The Guest agrees to keep the accommodation and any of its content in the same state of repair and conditions as at the commencement of the stay.

Lost Keys

A charge of £150 will be made for any lost keys.

Complaints & Comments

Any complaint or comment regarding your stay should be made by calling: +44 (0) 1752 276797 or 07955 672915 or via email: info@strathmorehouse.co.uk.

Please note complaints are more easily resolved while you are still in the property.


Strathmore House Apartments reserves the right to charge your credit card or invoice you for any theft of or damage caused to Strathmore House Apartments property during your stay. We will provide you with full breakdown of such charges which may include an administrative fee to recover our costs.

We also reserve the right to cancel any booking should you or any members of your party create a serious disturbance to any other guests or adjoining neighbours.

General Information

Although every effort has been made to ensure the accuracy of the information provided, we cannot accept responsibility for any errors or omissions, and reserve the right to vary, amend or cancel any of the information should we find such alterations necessary.

Strathmore House Apartments cannot be held responsible for events beyond its control or the control of its suppliers (such as fire, strikes, industrial action, technical problems with transport and bad weather), nor for any curtailment, cancellation or change to any accommodation, activity or itinerary, which is caused as a result of such events.

Strathmore House Apartments excludes all loss of valuables and damage to property and any direct, indirect or consequential losses suffered by you, other than death or personal injury resulting from a negligent act or omission by Strathmore House Apartments, its officers or employees. If you have valuable items please discuss this with a member of staff on arrival. Your statutory rights remain unaffected.


Guests and visitors are advised to ensure their own insurance covers any loss or damage to personal property during their stay and to ensure adequate personal and travel insurance is taken out.


The apartment is to be occupied only by the persons and number of persons detailed upon booking. We reserve the right to charge an additional fee if it is found that there are persons occupying the apartment who are were not included upon booking and reserve the right to ask the entire party to vacate the premises. In these circumstances, there will be no refund for unused days.

In the event of any complaints of noise or disrespect and damage to the property, we reserve the right to require guests to vacate the premises with immediate effect, and with no compensation for unused days.

We reserve the right to decline any bookings where we have reason to believe that the customer will not use the apartment responsibly. This could include behaviour contrary to good morals and public order.


Pets are not permitted.


Prices are subject to change without notice, however, your price is guaranteed once you have received confirmation.

Right of Entry

Employees of Strathmore House Apartments or nominated person shall be allowed access to the property at all reasonable times for purposes of inspection or to carry out any necessary repairs or maintenance.


Please be advised that all of our apartments are non-smoking. Failure to comply with our non-smoking policy will result in a £150 cleaning charge.

Security Statement

If you are booking online, your credit card and booking details are taken through a SSL (Secure Sockets Layer; the standard security technology for establishing an encrypted link between a web server and a browser) the information is directly encrypted by “public key encryption” to a separate computer. Please see our Privacy Policy for full details.

Privacy Statement

Your address and credit card details are kept merely for the informational purposes of the credit card company and the address details are not passed on to any other third parties. Any other information that we keep about you is held and used strictly in accordance with the Data Protection Act 1998. Please see our Privacy Policy for full details.

Fixtures, Fittings & Features

Our aim is to deliver comfort and convenience and so all of our one, two, three and four bedroom apartments come with: cotton bed linen, towels & baths mats; flat-screen TVs with DVD players; fully-equipped kitchens with cutlery, crockery and glassware; spacious living areas; dining room table; cleaning equipment; full size fridge/freezer, oven/hob, washer/dryer, dishwasher; microwave oven, toaster, kettle; hairdryer; iron & ironing board; complementary weekly housekeeping service (for stays longer than 7 days); complimentary private parking (subject to availability); baby travel cots and high chair (on request and subject to availability).

The full payment received for the booking is considered as an acceptance of these Terms Of Business 2017.

Lost Property

Left property will be kept on-site by Strathmore House Apartments for the period of two weeks. After that time if the left property is not claimed by the Guest it will be disposed.

Loss of Guest Property

Strathmore House Apartments are not liable for loss or damage to any of Guests’ belongings during the stay in our apartments. Please email us at info@strathmorehouse.co.uk to register a lost item.

Marketing & General Information

Images of apartments presented on our website and third party websites are for reference only as the apartments vary in style, size and shapes. We reserve the right to amend the content of our website at any time.