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Terms and Conditions


Coronavirus (Covid-19) Update & Guidance:

We appreciate and understand the increased uncertainty that Coronavirus brings and that many guests will have questions regarding their booking in light of the latest Government advice.  We have amended our policy in agreement with holiday home owners and industry practice, and the following now applies:



Re past bookings, on 23 March 2020 the Governement issued the instruction that everyone must stay at home for a period of up to 12 weeks.  Therefore guests would not be able to travel to their holiday destination.


We, therefore, altered our policy in agreement with our owners so that guests with bookings due for a stay on or before 3 July 2020 inclusive could defer their booking for a stay at any available date within an 18 month period.


Please note that we will not charge an admin fee to transfer dates nor apply 2021 price increases.  However, if a transfer of dates is from low to high season rates, eg January - August, the difference must be met by the guest.  There will be no refund due if the new booking is moved from a higher season to lower season rate.


The booking is not transferable to another property, unless it is to another property under the same ownership. 


We have now written to every guest with stays up to 3 July 2020, with advice.  Please check your Spam folder if you think you have not received an email contact from us.


As a small business we would appreciate your consideration in accepting an offer for postponement during government travel restriction times but understand that this may not always be possible, in which case please contact us for a full refund of accommodation rental paid if your booked stay is cancelled due to government travel restrictions, as a result of Covid-19.  A booking fee is not refundable.


Should travel restictions be reimposed by government for a given time then the above terms and conditions will again apply.  This includes if a guest cannot travel due to Covid-19 due to local or national lockdown or instruction, or if a guest tests postive or is awaiting a test result. 


New Bookings


It is important that any booking placed falls within government guidelines in terms of not travelling from an area under lockdown or with symptoms, or awaiting a test or having tested postive for Covid-19 etc.  In addition it is the responsilbility of the head guest to ensure that the party make-up and size complies with government policy before travelling.  Please contact us as soon as possible and in advance of travelling if you do not comply.


Cancellations & Refunds


For cancellations due to Covid-19 government imposed travel restrictions please see above.


These are diffiuclt times for all, where consideration is essential, so we hope that guests unable to make their orignal booked stay due to the pandemic can appreciate and use our offer of postponement above.


If a guest chooses not to travel then our normal terms and conditions will apply in that a refund will be given if the dates are resold.  If guests are showing symptoms of Covid-19 pre arrival for their booked stay and, therefore, cannot travel because of the need to self isolate then please contact us by email to advise and to discuss.  Guests are strongly advised to take out holiday insurance which covers Covid-19.


Other Information


Guests will be asked to confirm 24 hours before arrival that no-one in their party is showing signs of Covid-19 or has tested positive, or has been with anyone who has/is.  Guests will also be asked to confirm on the morning of departure that no-one is showing symptoms etc.  If guests show symptoms during their stay they will need to advise their host immediately and follow governement guidelines regarding advising and testing.  Guests will need to vacate the property immediately and return home, but not to use public transport.  


We can confirm that all of our hosts are fully following the guidelines on cleaning and venting properties between guest stays and have attained the industry standard award to be able to welcome guests safely so that guests can have confidence that all possible precautions are being taken to give a safe and relaxed holiday but please note that we cannot give a 100% guarantee.


Guests will be sent details of the arrival process and may be asked, where a host meets them, if they wish to enter their property alone or have a host tour - in which case only 1 other person will be able to enter the property with the host to ensure safe distance is kept.  The host will wear gloves and mask, keys will have been cleaned and will be passed safely.  Cleaning products and hand sanitsiser will be provided and guests are asked to use hand sanitiser and remove shoes immediately upon entering a property.  Some cleaning products are provided for use during a stay, to minimise the risk througout, but guests are asked to bring further supplies for a longer stay.


Guests are asked not to arrive before the arrival time stated and agreed, as hosts will need the time to clean and prepare the property thoroughly between guests.  Guests are also asked to leave promtly at the advised time on departure day.  


Some soft furnishings such as cushions and throws, and other items, may be removed to prevent contamination or will be exchanged between stays.  So please do understand if a property looks slightly less well dressed than the photos show.


On departure guests are asked to dispose of all waste in closed bin bags to relevant disposal areas, including food waste and bathroom bins.  The host may ask that guests strip their beds and place all bed linen and towels into bin bags ready to be placed into laundry bags.  This is not our usual practice but we unfortuanley have to think of every step in the process for the sake of all right now.


For stays of more than 1 week we will not be offering a mid-stay clean but we can leave clean bed linen and towels and ask that dirty linen and towels be bagged for collection.


If a lift has to be used we ask that any relevant buttons be pressed with elbow or covered hand, and not to enter a lift with another person.  When touching handles etc in communal areas of buildings please use hand coverings and sanitse your hands upon entry to your property and on exit from the building.



Booking & Payment Terms:

A booking can be made for two nights or more and arriving any available day.  This can be made using the secure on-line booking page on our “York Luxury Holidays” website (https://www.yorkluxuryholidays.co.uk).  A "provisional booking" does not constitute a "booking confirmation" until direct confirmation from York Luxury Holidays has been sent by email to the lead guest, which is always within 24 hours of a provisional booking being made.  A 40% deposit will be required to confirm a booking with the balance due one month before arrival. A non-refundable booking fee (as detailed at the time of booking) will also be due in order to confirm a booking.  If booking within a month of arrival date the full amount will be requested on booking.  “York Luxury Holidays” accept all credit and debit cards except Amex and have no hidden charges.  Late payment may result in cancellation of the dates booked and the Cancellation Policy below will then apply as if guests had requested the cancellation. We charge a booking fee for the services we provide in administering a booking. Any booking fee will be stated on our website at the time of booking and will be shown as a separate charge on your confirmation.


Cancellation Policy:


In the event of guests needing to cancel a booked stay (whether in full or in part) the relevant accommodation owners and York Luxury Holidays will make every effort to re-book the cancelled dates. A refund will be made of the cost paid for the accommodation less the published price, at the time of booking, of any days left vacant i.e. not re-booked.  The liability for any loss to guests against the cost of the booked holiday accommodation will need to be met by guests’ own Holiday Insurance, which guests are advised to set up. In the unlikely event of the accommodation owners or York Luxury Holidays needing to cancel a booked stay, guests shall be refunded the full cost paid for the booked and confirmed accommodation but for no other part of the trip including e.g. travel and other arrangements.  (A cancellation by the owner or York Luxury Holidays would occur e.g. if the property was, upon receipt of a booking, identified as no longer being available, had been booked against our terms and conditions, there was a problem with the property or the property or area was deemed to be unsafe.)  An administration fee of £25 will be charged by York Luxury Holidays for any cancellation of, or alteration to, a booking made by guests, however, this does not apply to postponement of stays due to Covid-19 when no admin fee will be charged.  A booking fee paid at the point of booking is non-refundable unless in the event of a booking being cancelled by York Luxury Holidays.


Accommodation - Guests are asked to respect their accommodation and to leave it in good order. Charges may apply for any breakages, damage or for any additional cleaning required above what is reasonably expected.  Please arrange insurance in case of needing to cancel a stay and ensure your home or other insurance will cover you for any damage caused at the holiday property (see above).  Please note that any request for recompense should there be damage during your stay must be honoured within two weeks of departure.  A security deposit may be requested which we will have authority to retain in part or whole should damage occur.


Signature Apartment No. 5 has its own parking space in the private car park opposite the building entrance, if arriving by car a permit will be provided on arrival at the apartment. Between the Bridges, York River Penthouse and County House Retreat have on site parking for one vehicle. Between the Bridges cannot allow the vehicle to have anything stored behind the vehicle e.g. bike racks.  A permit or entry fob will be provided for guests of Signature Apartment No.5 and County House Retreat for use in the allocated bay.  Guests of Ebor Malthouse may park one car on the street with a permit, or on nearby streets with a permit.  Guests of York River Penthouse can use the allocated bay for one vehicle. The City Escape and Number 41 will provide one parking permit for the street outside the front of the property. York Mews Townhouse has a private parking bay on site for one vehicle.

Guests can collect parking permits or fob upon arrival and all permits or fobs must be returned upon departure.  Loss of a parking permit or fob will result in charges for its replacement at full replacement cost + each 24 hours parking fee until a new permit is issued.  If the permit is not returned immediately on departure guests will be required to pay the full 24 hour parking rate for each day until the permit is received back. 

Neither the owners, hosts nor York Luxury Holidays accept liability for loss or damage to a guest's vehicle or its contents whilst parked. By using the permit or bays provided guests are accepting these conditions outlined.  The relevant permit MUST be displayed clearly on the car dashboard whilst parked. Guests dropping off luggage for Signature Apartment No. 5 should put hazard lights on and place a notice advising that they are dropping off luggage, with a contact number, onto the dashboard.  If guests choose to ignore these rules neither York Luxury Holidays nor the owners nor hosts can accept responsibility if a parking fine is issued.

Telephone/internet usage: 

A landline telephone is provided in some accommodations.  This can be used in an emergency situation and to contact the host. There is free wi-fi provided in all accommodations.

Other Policies: 

Please note that the properties are completely and strictly No Smoking, No Vaping and pets are not permitted.  If these restrictions are ignored a £100 fine will be charged and, if business is subsequently lost, the property owners reserve the right to recover losses directly from the offender.  NB this may include on balconies and in gardens, unless otherwise advised.  

Please also note that the properties are in quiet residential areas so consideration in keeping noise and disruption to a minimum is appreciated, for this reason hen, stag, or other such parties are not permitted.  The owners/hosts reserve the right to evict guests who arrive intoxicated beyond what is reasonable, cause noise, damage or disruption, and to cancel a booking where unreasonable or unacceptable changes are made prior to arrival, including late arrival.  In such circumstances no refund will be given.  Only those named on the booking guest information form may stay in the properties.  A maximum of 4 guests plus a baby are permitted in Signature Apartment No.5. A maximum of 4 guests are permitted in York River Penthouse. A maximum of 3 guests at Between the Bridges (4 by prior agreement).  A maximum of 6 guests at Ebor Malthouse. A maximum of 7 guests plus 1 child plus 1 infant at The City Escape. A maximum of 7 guests plus 1 infant at York Mews Townhouse. A maximum of 8 guests and 2 infants at Number 41. A maximum of 2 guests plus 1 child at County House Retreat. Ebor Malthouse is not suitable for children under the age of 6 years, York River Penthouse is not suitable for children under the age of 12 years. Between the Bridges is available for adults only, aged 21 years old or more. In consideration of neighbours Hen and Stag parties, or other such party-groups, are not permitted in any property.  If a booking is placed for such a party then we reserve the right to cancel the booking, either before or during the stay.  Single gender non-family groups of more than two guests are not permitted at Between the Bridges without prior agreement. Single gender non-family groups of more than three guests are not permitted at Signature Apartment No. 5 without prior agreement. If any of the aforementioned restrictions are ignored the owners/hosts and York Luxury Holidays reserve the right to cancel a booking, refuse access or evict with no refund given of any monies paid.

Restrictions apply over Christmas and New Year period re a higher minimum nights' stay and no arrivals or departures on Christmas Eve, Christmas Day, Boxing Day, New Year's Eve and New Year's Day, unless arranged by email in advance.


Access is normally from c.3.00pm but may be later due to Covid-19.  As the hosts do not live on site guests may be asked to give an approximate arrival time so that access to the property can be arranged, together with collection of keys and parking permits/fobs. Consideration in contacting the hosts asap should a journey be delayed would also be very much appreciated. York Luxury Holidays and the property hosts reserve the right to cancel through unreasonable late arrival which is not communicated and agreed as soon as possible, and in such cases no refund will be given. Latest arrival time, and agreed in advance, is 21.00pm except for The City Escape and Number 41 which is 20:00pm  After this time access will not be possible until the next morning.   Only those guests registered to stay at a property may stay in the booked property.  No other person may enter the property or grounds without prior permission from the owner, host or from York Luxury Holidays.  


Departure is normally for 10.00am unless otherwise advised. Please note that arrival times may need to change due to extra cleaning and venting required due to Covid-19.  The hosts or York Luxury Holidays will advise if so.


There are no hidden extras.  The cost of the holiday accommodation also includes use of car-parking, all utilities (excessive phone or wi-fi use may be charged separately), all bedding and linen, towels, robes & slippers where provided, toiletries & all bathroom/kitchen cleaning requirements, drinks provisions, milk, sugar, and welcome treats.  A cot and high chair may be provided at some properties but guests may need to provide own cot bedding. Extras of champagne & chocolates for that special occasion, may be provided at an extra cost.


York Luxury Holidays are responsible for the entire booking and payment process where a booking is made directly via York Luxury Holidays.  In the event of system problems York Luxury Holidays will advise the lead guest immediately and, in the event of an incorrect accommodation quote as a result of system error, will refund all monies paid, unless advised by the lead guest otherwise. York Luxury Holidays are also responsible for the entire pre-arrival communication process for guests staying at Ebor Malthouse, York River Penthouse and York Mews Townhouse.  The owners of the other accommodations are responsible for the communication process with guests, including the provision of information about access, directions, parking and guest welcome.

The owners of the accommodations are entirely responsible for the provision of the accommodation including its advertising photos, contents, access, standards, health and safety, cleanliness etc.  Guests should contact the relevant accommodation owners directly for advice, information and on any other matter relating to the accommodation whether it be pre, during or post stay for Signature Apartment No.5, The City Escape, Number 41, County House Retreat and Between the Bridges.  For the other properties York Luxury Holidays will be the main contact pre arrival.  For arrival day and during the stay a host contact number will be provided.  The owners' or hosts' contact details will be provided with the booking confirmation. Neither York Luxury Holidays, nor the property owners or hosts, can be held responsible for any disturbances from nearby buildings, works or general city noise, nor for any other disturbances. In the event of a problem where there is a lift access to the apartment floor, it is important to note that the apartment/property is then only accessible via steps - in the case of York River Penthouse this is to the 5th floor, and for Between the Bridges this is to first floor level once the building is accessed.  Additionally, in the case of Between the Bridges, if the river should flood heavily then a gang-plank system is used for building access and exit, and cars will need to be moved to a different car-park away from the location, for which a permit will be provided.

York Luxury Holidays and the property owners reserve the right to change the property contents, terms and conditions and prices at any time without notice but note that any future price changes will not affect any booking already made and confirmed.

By placing a booking with York Luxury Holidays, the lead guest and all others in the party agree that they are fully informed about their accommodation and location and agree to all of the above terms and conditions.