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Apartments Hotels - Serviced Apartments Terms and Conditions

Apartments Hotels - Serviced Apartments Terms & Conditions

These conditions govern all bookings made (whether through website, email, telephone or other means) with Serviced Apartments International Limited ("SAIL" “us” “we”) registered in Scotland under number SC344836 whose registered office is at 2 Western Harbour Midway, EH6 6PN. You accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others. In addition by visiting or using our website you agree to comply with the following Terms and Conditions.

SAIL acts solely as a property marketing and booking agent. Your contract for such bookings will be with the actual property supplier. All such bookings will be also subject to the relevant preferred supplier’s conditions in addition to these conditions.

Customers’ understand and agree that:

  • We reserve the right to refuse, at our sole discretion, any booking you make with us.
  • Please check your details carefully before you book as incorrect or incomplete details may result in the booking being cancelled.
  • Passport, visa and health requirements for you and your party are your responsibility.
  • 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.

As an agent for its preferred suppliers, SAIL will pass on any rate increase in accordance with the conditions of the contract with your supplier as soon as we are made aware of the increase by your supplier.

Rates can go up or down. Rates quoted are based on the rates prevailing at the time a booking is confirmed (in the currency requested).  

Where changes can be made an administration fee of £25 plus VAT per booking will be payable to SAIL once any change has been made together with any other resulting costs (for example any increase in price).

All changes of date are subject to availability. Should any change be rejected, the original booking will be re-instated. Name changes or child age changes will not incur any charges or administration fee.


  • SAIL acts as an agent for a preferred supplier the cancellation determined by that supplier, the specific cancellation policy should be requested at the time of booking and will be stated on the guest's confirmation.
  • Requests for cancellations and changes must be made by contacting SAIL’s Reservation Team during office hours. Any cancellation or change notified directly to the Preferred Supplier will not be effective. Bookings not changed or cancelled through SAIL will be subject to a 100% charge.
  • All cancellations must be confirmed in writing (email is acceptable). Cancellation charges will be applied in relation to the notice period between notification of cancellation and the date of stay at each apartment within a booking.
  • Transaction fees are non-refundable.

SAIL does not expect to have to make any changes to your booking however occasionally bookings have to be changed or cancelled or errors in information or other details corrected. SAIL reserves the right to do so. If this does happen, SAIL will contact you by telephone or email where reasonably possible to explain what has happened and inform you of the cancellation or change. If a change has to be made (and the change is not acceptable to you) or your booking has to be cancelled SAIL will, if possible and as soon as is reasonably practical, offer you an alternative accommodation (from the range advertised by SAIL) of similar type and standard in a similar location for the same period. As the alternative property is operated by a different preferred supplier to that of the original apartment booked, the advertised cost of the alternative apartment will be payable. If the alternative apartment is advertised at a lower price, you will receive a refund (if you have already paid the total accommodation charges) of the price difference. If you do not wish to accept a change or any alternative apartment offered or SAIL cannot offer you a suitable alternative apartment, you will be entitled to cancel your booking and receive a full refund of all monies paid to SAIL unless this is the result of an Event beyond our Control. You should tell SAIL as soon as reasonably possible whether you wish to accept any change or alternative apartment offered or alternatively if you want a refund.


  • If you wish to extend a stay, Please give as much notice as possible in order for SAIL to facilitate your request. All extensions are subject to availability and rate change. Failure to give SAIL notice in writing of an intention to extend a stay may result in your apartment being booked by another guest.
  • Where notice of intention to extend your stay has been given, SAIL reserves the right to take all additional payments and charges from any credit/debit card used to make the original booking (plus any further deposit requirements). Where payment has been made by bank transfer, an invoice for the requested extended period will be sent to the billing address provided at the time of booking and payment must be made by return.
  • No administration fee is payable when a booking is extended.


SAIL acts as an agent on behalf of its preferred suppliers in relation to the accommodation owned or controlled by those preferred suppliers. Reasonable care has been taken that the content of the SAIL website (and/or other means of promotion or advertising) is correct but it is subject to amendment at any time without notice. All content on the SAIL website (and/or other means of promotion or advertising) is published in good faith but you acknowledge that SAIL cannot check the accuracy of all information provided by its preferred suppliers. SAIL reserves the right to notify you of any changes to the published content of they are made aware of it. Given the above factors, SAIL does not warrant that any of the content on the SAIL website (and/or other means of promotion or advertising) accurately or completely describes any of the apartments. SAIL's website may link to other websites and SAIL is not responsible for the data policies, content or security of these linked websites.

You should note the following points about SAIL preferred supplier apartments:

  • The number of people permitted to occupy each apartment is limited to the number of beds. In some apartments extra beds can be provided and this will be at a charge to be agreed at the time of booking. If the number of people permitted to occupy an apartment is exceeded, the preferred supplier may refuse access to the accommodation and reserves the right to charge for additional apartments.
  • You and your party must comply with any rules and regulations set by the preferred supplier in relation to their apartments. In any event we recommend that you take time to familiarise yourself with the safety procedures in the apartments, the building and local area, paying particular attention to fire evacuation details and security.
  • You and the other members of your party are responsible for payment of any charges made for use of facilities, such as but not limited to telephone calls, broadband, additional laundry services, parking and for any other fees levied by the preferred supplier for the use of amenities.

SAIL acts as an agent for its preferred suppliers and any contract relating to an apartment owned by a preferred supplier is made direct with the booker/guest and that preferred supplier and, other than its general management and booking obligations detailed in these conditions, SAIL shall not be liable to any party for any amounts in relation to any acts or omissions under or in relation to that contract or the relevant preferred supplier apartment. SAIL is not responsible for the theft and/or damage of your personal belongings during your stay in any apartments booked. Therefore you are advised to ensure you have appropriate insurances in place.

All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with SAIL and these conditions shall apply in their place.

However, nothing in these terms and conditions shall affect your statutory rights if you are a consumer. Nothing in these terms and conditions limits or excludes the liability of SAIL for death or personal injury resulting from negligence; or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by SAIL, or any liability that cannot by law be excluded.

Subject to the paragraph above, SAIL shall not be liable for any loss of profits, loss of business, depletion of goodwill and/or similar losses, loss of anticipated savings, loss of goods, loss of contract, loss of use, loss of corruption of data or information, or any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses.

If you are booking for, as or on behalf of a business or business employee, that business shall indemnify SAIL against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by SAIL arising out of or in connection with your, or your business’, breach or negligent performance or non-performance of these terms and conditions. If you are booking for, as, or on behalf of a business or business employee, SAIL’s total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to SAIL under your booking.

All apartments advertised on the SAIL website or on SAIL printed literature are owned and operated by preferred suppliers. Whilst SAIL Endeavour’s to ensure the highest standards for preferred supplier’s apartments, it does not warrant that, in booking these apartments on your behalf, the apartment is managed in accordance with local national laws including health and safety and insurance. You also understand that although a preferred supplier may comply with local national laws, the rights and remedies under such laws may be different to that of Scotland, England and Wales. 

SAIL shall not be liable for any failure or delay in performance of its obligations which results directly or indirectly from any cause or circumstance which is beyond its reasonable control affecting the building or the local area.

Events beyond SAIL’s Control shall include but is not limited to the following: act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any licence or consent), fire, flood, lightning, explosion, fog or bad weather, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations undertaken at the property, strikes, lockouts or boycotts, embargo, blockade.

Other than in relation to death or personal injury caused by SAIL’s negligence, or any other liability that by law cannot be excluded or restricted, SAIL’s liability to you in relation to these conditions is limited to the higher of (i) GBP £1,000; and (ii) the value of the booking made with SAIL.

Although SAIL will make every effort to ensure that guests enjoy a peaceful stay, SAIL cannot guarantee, or be held responsible for any failure or interruption of, services to the apartment or the building, including electricity, air conditioning, water or any damage, telephone, broadband, internet and other communications, disruption or noise caused as a result of repair works being carried out in another part of the property. However, upon notification by a guest/booker, SAIL will use reasonable endeavors to ensure any preferred supplier is made aware of, and rectifies, such problems within a reasonable period.

In the event of a problem with your apartment you should notify the apartment manager as soon as possible in the first instance. If the problem cannot be resolved during your stay, you should call us on 0131 5550666 or
email  This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Our policy is to acknowledge any complaint within seven days, advising you of who is dealing with your concerns and attempt to address them.

SAIL reserves the right to change these conditions from time to time. These conditions shall be governed by and construed in accordance with the laws of Scotland and the Courts of Scotland shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.