Residence’s policy and house rules.

We at Jacksonheim Residences strive to provide our residents with an exceptionally clean, safe, and friendly experience. This Residence policy and house rules is considered as a part of our reservation agreement with you. Upon your move-in, you are agreeing to abide by all of our policies, house rules, terms and conditions. These policies and rules are presented here to help promote our residents’ safety and enjoyment. They also ensure that each resident is aware of the understanding between the Jacksonheim Residences and the resident. Our Residences policy and house rules may change from time to time.

Damage Policy

DAMAGE AND/OR THEFT OF RESIDENCE PROPERTY

You, the resident, are liable for any damage caused (whether by deliberant, negligent, or reckless act to the apartment(s), premises, or property. You are liable for damages caused by you or any person in your party, whether staying at the Residence during your stay. Jacksonheim Residences, or any affiliated companies, reserve the right to retain your credit card and/or debit card details as presented at registration. We maintain the right to charge your credit or debit card in such amounts as we shall, in our sole discretion, deem necessary to compensate the costs incurred by Jacksonheim Residences as a result of the aforementioned, up to a maximum of your full deposit amount. Should this damage come to light after you, the resident, has departed we reserve the right, and you hereby authorize us, to charge your credit or debit card for any damage incurred to the apartment(s) or The Jacksonheim Property Group property during your stay. This includes but is not limited to all property damage, missing or damaged items, smoking fee, cleaning fee, resident compensation, etc. We will make every effort to rectify any damage internally prior to contracting a specialist to make the repairs, and therefore will make every effort to keep any costs that the resident would incur to a minimum.

DAMAGE DISCOVERED AFTER MOVE-OUT

Apartments found with waste scattered around, in complete disorder, and/or “trashed” will be subject to a £200.00 deep cleaning fee, as well as potential administration fees and/or third-party fees. Any stains found on the sofa that cannot be removed with a wipe will subsequently lead to a charge of

• £35 for a stool/armchair
• £45 for a 2-seater sofa
• £55 for a 3-seater sofa
• £65 for a corner sofa

DAMAGE TO AN APARTMENT

Damage to apartments, fixtures, furnishing, and equipment including the removal of electronic equipment, towels, artwork, etc. will be charged for a full or new replacement value plus any shipping, handling, or labour charges. Any damage to Residence property, whether accidental or wilful, is the responsibility of the registered resident for each apartment. Any costs associated with repairs and/or replacement will be charged to the credit card of the registered resident. In extreme cases, criminal charges will be pursued.

Residents are advised to see the inventory sheet attached here:

https://jacksonheim.co.uk/wp-content/uploads/2022/01/Jacksonheim-Boutique-Inventory-2.pdf

A copy is also made available in every apartment handbook. This can be used as reference to the cost of common items within the apartments although Jacksonheim Residences reserves the right to charge cost of specialized or unique items.

DAMAGE TO MATTRESSES AND/OR BEDDING

Damage to mattresses and linen including towels, mattress protectors, sheets, bedspreads, blankets resulting from the use of body oils, make-up, shoe-polish, etc. will result in a charge for the special cleaning, repair, or replacement of the damaged article.

DAMAGE OR TAMPERING WITH FIRE DETECTION SYSTEMS/FIRE-FIGHTING EQUIPMENT

The Jacksonheim Residences reserves the right to take action against any resident or visitor found to have tampered or interfered with any detection equipment throughout the property. This includes detector heads in public areas, apartments, break glass points, and fire extinguishers. Residents or visitors found to have tampered with any fire detection or fire-fighting equipment will be charged with any costs incurred by Jacksonheim Residences due to their actions and will be evicted from the property. Depending on the severity of the resident actions, law enforcement may become involved at the Jacksonheim Residences discretion. Should the fact that fire-fighting or detection equipment had been tampered with come to light after the resident has departed, we reserve the right and you hereby authorise us, or any affiliated company, to charge your credit or debit card for any damage incurred to your room or the property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, resident compensation, etc.

Safety Policy

ILLNESS AND EPIDEMICS

Jacksonheim Residences reserves the right to refuse accommodations to a resident arriving with a contagious disease. In cases where sickness occurs during the stay, please notify the Jacksonheim Residences team. In the case of serious sickness, you may be requested to receive appropriate health care from a nearby healthcare facility. During epidemics we are entitled to employ precautionary measures within our judgment or as required by local authorities. We may charge you a deep cleaning fee as we deem appropriate under the circumstances.

INFESTATION

The cleanliness of our apartments is extremely important to our residents. If you bring any infestation into the apartment or onto our Residence premises, we may charge you for any and all costs and expenses, including immediate or urgent response requirements and loss of room revenue, that we deem necessary to address the infestation.

ENFORCEMENT

All staff are trained and required to respond to potential violations of our Residences policy and house rules. Residents who refuse to abide by the reasonable standards and policies established by Jacksonheim Residences, for safety of all residents, staff, owners, property, and the operation and management of the hotel will be evicted, with no refund. In the event of an eviction, a minimum £250.00 fee per apartment will be charged for infraction(s) of our Residences policy and house rules, resulting in the intervention of our security team.

Fire safety Policy

LIGHTING AND ELECTRICAL APPLIANCES

Please be aware that it is dangerous to cover lamps or other electrical appliances. This might cause overheating and start a fire. Therefore, it is not allowed to cover any electrical items including lamps and TV’s, using such things as towels, clothing, or any other items.

FIRE DETECTION

All Residences are fully equipped with smoke detectors, fire safety information and emergency evacuation plan in apartment handbooks.

FALSE FIRE ALARM

Residents are entirely prohibited from triggering a fire alarm without just cause. If a resident trigger’s a fire alarm without a fire present on site, Jacksonheim Residences reserves the right to charge the resident the full deposit. Furthermore, the resident may also face prosecution and Jacksonheim Residences reserves the right to pursue charges in this matter.

Move-in / Move-out Policy

STANDARD TIMES

MOVE-IN TIME: from 15:00

MOVE-OUT TIME: until 11:00. Additional day charge, plus tax may apply for late move-out.

EARLY MOVE-IN/PRE-REGISTRATION

Early move-in is offered based on availability. If you require a guaranteed move-in for arrival prior to 15:00 then pre-registration and payment may be required. Please contact Jacksonheim Residences team directly to make reservations and complete a credit card authorisation form prior to your arrival.

MOVE-IN REQUIREMENTS

Residents must be at least 18 years of age to move-in at The Jacksonheim Residences. In the interests of security and to prevent fraud, residents are required to confirm their identity by providing their valid government issued photo identification (driver’s license, passport, etc.) A valid, signed, and pre-approved credit card in the name of the resident registration is also required. All residents must complete a deposit equivalent to the first month’s rent. This authorises The Jacksonheim Residences to charge up to that amount in the event of any damages or extra fees incurred.

DEPOSITS

All bookings must complete a deposit equivalent to the first month’s rent. This is an authorization hold placed on your account in the event of any damages found upon move-out review or fees incurred during the stay. All holds will be released within 48 hours of move-out unless there is a discrepancy found. We reserve the right to continue the hold for up to 14 days past move-out in order to investigate any discrepancies.

MOVE-OUT PROCEDURE

Move-out time is latest 11:00 am. We operate a remote move-out service. If you require a later move-out, please contact the Jacksonheim Residences Team prior to the day of your departure and we will do our best to accommodate your request. A charge may apply for late move-out.

EXTRA SERVICES

Extra bedding: It is considered that 2 persons occupy a bedroom under a standard booking. If you choose to sleep separately, where you require extra bedding to stay on the provided sofa bed, please message the Jacksonheim Residences team prior to your stay to arrange this. Jacksonheim Residences reserve the right to not provide bedding for the sofa bed, should the request for bedding be made by you past the move-in time of 15:00.

Early move-in / Late move-out: These services are available upon request and subject to availability and confirmation from Jacksonheim Residences, who reserve the right to charge a fee for this should it effect another booking.

PAYMENT

All reservations and registration must be guaranteed with a valid major credit card. We accept Visa, Master Card, and American Express. Pursuant to credit card agreements, credit cards are not valid unless signed by the cardholder. Credit cards must be signed. Cash (GBP) payment is welcomed with a signed and pre-authorised credit card. All residents are required to present a valid major credit card and government issued photo identification. Cash, checks, and foreign currency are not accepted.

CHECKS AND CHECK CASHING

We do not accept checks. We do not provide check cashing services.

RATES

All rates are quoted in either USD or GBP currency, plus taxes. Rates may increase without notice. Rates as advertised on the Jacksonheim Residences website, any other website, or promotional material are subject to change at any time and may increase or decrease at the Residences discretion.

RIGHT TO REFUSE SERVICE

Jacksonheim Residences is privately owned and operated. We reserve the right to refuse service to anyone for any reason(s) that does not violate the law. Jacksonheim Residences has a zero-tolerance policy in which we will refuse to admit, refuse service, or accommodation, or may remove a person without refund who refuses to abide by the reasonable standards and policies established by Jacksonheim Residences. Jacksonheim Residences reserves the right to refuse service or evict a resident: for refusal or failure to pay for accommodations, is under the influence of alcohol, drugs, or any other intoxicating substance, acts in a disorderly fashion as to disturb the peace of other residents, seeks to use the property for an unlawful purpose; seeks to bring into the property an unlawfully possessed firearm, an explosive, hazardous, or toxic substance, that is unlawful to possess and that may be dangerous to other persons; destroys, damages, defaces, or threatens harm to the property or residents; causes or permits persons to exceed the maximum allowable occupancy of the apartment, refuses to abide by the reasonable standards or policies established by the Jacksonheim Residences for the operation and management of our Residences.

CANCELLATION

Jacksonheim Residences is not responsible for weather conditions, personal emergencies, or schedule changes.

If booking via a partner platform like Airbnb or Booking.com, a reservation must be cancelled within the terms of your reservation, when you made the booking. Cancellation conditions may vary; please check your reservation confirmation.

If a booking is made direct via the Jacksonheim Residences booking platform, the following cancellation policy applies.

– For a full refund, residents may cancel up until 30 days prior to their booking, after this point, one full months payment beyond the cancellation point is withheld.

Alcohol Policy

Registered residents of legal age who choose to bring their own alcoholic beverages must consume those in their room. Alcohol is not allowed in public areas such as the lobby, halls, etc.

Lost & found Policy

Jacksonheim Residences assumes no liability for lost, misplaced, stolen, or damaged valuables or belongings. If you discover that you have left behind something of value to you, please call us immediately and we will try to assist you in locating your lost item.

FOUND ITEMS

Jacksonheim Residences is not responsible for any item(s) left behind by a resident. However, any item, with the exception of perishable items, left behind by our residents and found after departure by Housekeeping will be collected, logged in, and kept in a secure location for up to fourteen (14) days.

RETURN

We would be happy to return your lost item(s) to you by a recorded postal service. Your credit card will be charged packaging and postage, plus a 25% handling fee. A separate receipt will be mailed to you. Jacksonheim Residences is not responsible for any item lost or misdirected during shipment by the Postal Service.

Code of conduct

100% SMOKE-FREE

Jacksonheim Residences is a 100% Smoke-Free. For safety and to assure that our facility is not exposed to items or actions that create an odour which is unhealthy and objectionable to our residents and staff, smoking is prohibited. Any odour that is difficult to remove from the air, carpet, walls, and furniture we do not permit which includes smoking tobacco, marijuana, illegal drugs, e-cigarettes, vape pens, vaping, cartridges containing the liquid of nicotine, hookahs, incense, cooking, cigars, candle burning, the use or diffusing of patchouli oil or other strong-smelling plant-based essential oils or synthetic products in our facility.

Residents are encouraged to notify Jacksonheim Residences team immediately if they smell cigarette, marijuana, or other objectionable odours. This policy is not intended to stop people from smoking, but to regulate where they smoke and how it affects others. A £200.00 cleaning fee will be charged to any resident who violates the smoking policy.

Exception on the above policy applies to the apartments with a balcony.  In these apartment types smoking is allowed on the balcony only. Please note; lit tobacco or any other smoking products should never be left unattended and may only be put out in the ashtray.

Following this policy, any resident that trigger’s a fire alarm by smoking within a flat will be charged a £500.00 fee for the deep cleaning and disturbance to other residents.

APARTMENTS

It is not allowed to move or to remove furniture. Not in the room, or between rooms. It is also not allowed to move or remove the decoration or electrical appliances or use them for personal purposes other than for which they are intended. Our staff will put everything back in its original place, and any damages will be charged on your credit card or debit card.

CHILDREN

Well behaved children of all ages are welcomed. Children aged 12 and under stay for free when sharing a room with one or more paying adult(s).  As the parents, guardians, or chaperones of children you are personally and legally responsible for and must supervise them at all times. For safety reasons, please do not leave children unattended in apartments or allow them to roam the communal areas of the property unsupervised.

QUIET HOURS

23:00 to 09:00. If you become aware of a disruptive resident, please contact the Jacksonheim Residences team immediately by your preferred communication method. Televisions, voices, or other devices must be kept at a respectful low level during quiet hours. Doors should be opened and closed quietly. No congregating or running in halls or lobby.

DO-NOT DISTURB AND ACCESS TO ROOMS

To provide all our residents with an exceptionally clean and safe Residences experience, we reserve the right to enter your apartment for reasonable purposes, such as for housekeeping, maintenance, and to verify that the room, its furnishings, and mechanical equipment are intact, or to address or prevent a violation of our Residences policy and house rules. Jacksonheim Residences team will normally knock and announce themselves before entering your apartment, unless we believe that exigent circumstances exist. Please contact a member of the Jacksonheim Residences team if you are a “Day Sleeper” or you are staying in the room due to illness. Management reserves the right to enter an apartment with a known status of “Do Not Disturb” in the event of an emergency, suspected illegal activity taking place, disturbing other residents, or damage being done to hotel property. In the event of suspected illegal activity, management reserves the right to summon law enforcement to aid in eviction. The right to privacy ends when a Hotel Policy/House Rule is broken. Law enforcement will be granted immediate access.

DOGS FRIENDLY

Small dogs are allowed in the hotel. If you are unsure, please contact the Jacksonheim Residences team prior to your arrival. Of course, assistance dogs are welcome, and this carries a surcharge of £50 per month.

NO PARTIES

Jacksonheim Residences enforces a strict no party policy to ensure we can always protect the property and other residents. No parties, loud disturbances and/or noise-nuisance are allowed or tolerated on these premises. In the event of a disturbance, one strike (warning) will be given to reduce the noise. If three strikes are accrued, Jacksonheim Residences reserves the right to serve notice of eviction for 1 week per month stayed, without refund and incurring relevant charges. The registered resident(s) is responsible for all persons visiting.

HOUSEKEEPING/ROOM INSPECTION

All apartments are cleaned and inspected thoroughly prior to check-in. Additional housekeeping during your stay can be requested for a small fee, please contact our customer service team between 09:00 and 23:00 to arrange this. This is a 100% NON-SMOKING Residence, including medical marijuana. Apartments are cleaned and inspected after each stay, and a detailed log is maintained on each room and linen. Rooms are rented to residents in appropriate condition without any prohibited odour. Housekeeping and the Jacksonheim Residences team are trained and skilled in identifying the odours from prohibited items. If our investigation concludes that you have smoked in your room or brought a prohibited item into our facility, you will be fined, and/or evicted without any refund.

LINEN CHANGING

Your comfort is very important to us. Should residents wish to, additional housekeeping services can be purchased via the website. Please contact us if you have any additional questions or concerns.

SPECIAL REQUESTS

We will make every effort to honour special requests. All special requests are noted on reservations, and we will do our best to accommodate. However, the availability of these items cannot be guaranteed in advance.

Complaints

Should any resident have any complaints about their stay that they would like addressed they are encouraged to please e-mail these over to complaints@jacksonheim.co.uk.