Terms & Conditions
Booking Terms and Conditions
Last updated: 8 November 2026
1. Who we are and what these terms cover
1.1. We are AYLI Group Ltd, trading as AYLI, a company registered in England and Wales (company number 16268621, VAT number GB503424041), registered office 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. Our accommodation is at 2 Marloes Road, Kensington, London W8 5LH. Contact: reservations@ayli.co.uk, +44 (0)20 8058 2828.
1.2. These terms apply to every reservation of our serviced apartments ("suites"), however it is made: on our website, by email, by phone or through a third-party platform such as Booking.com or Airbnb.
1.3. Your stay is also governed by our Terms of Occupation, which you sign during pre-check-in, and our Privacy Policy. If these terms and the Terms of Occupation conflict on the use of the suite, the Terms of Occupation apply; on anything else, these terms apply.
1.4. "You" means the person making the reservation (the lead guest) and, where you book for a company or for others, that company and every person staying under the reservation. You are responsible for everyone staying under your reservation.
1.5. Please read clauses 5 (card authorisation), 6 (security deposit), 7 (cancellation) and 13 (liability) carefully.
2. Making a reservation
2.1. A reservation is a contract between you and us once we email you a booking confirmation and the payment due at booking (if any) has been received. Until then we may decline it.
2.2. You must be at least 18 years old to make a reservation, and the lead guest must stay in the suite. Guests under 18 may only stay with a parent or legal guardian staying in the same suite.
2.3. You confirm that the details you give us are complete, accurate and your own, and that you have authority to book on behalf of anyone else named or any company you book for. We are not liable for loss caused by inaccurate details.
2.4. We may refuse any reservation. We do not accept stag, hen or party groups, or bookings made to hold events.
2.5. The maximum number of guests for each suite is shown when you book. Only the guests registered at pre-check-in may stay or enter.
3. Prices
3.1. Prices are in pounds sterling and include VAT at the current rate and all mandatory fees shown at booking. For stays of more than 28 consecutive nights, VAT is calculated as UK law allows for long stays, and we show the effect on your price.
3.2. Optional extras (early check-in, late check-out, additional housekeeping and others) are charged at the price shown when you order them.
3.3. We do not charge a fee for paying by card.
4. Payment
4.1. Unless your rate states otherwise, the full price is charged to your card when you book.
4.2. Where your rate allows you to pay later or to pay part now, the rest is charged automatically to the card you gave us on the date shown at booking and in your confirmation. If that charge fails, we will email you a payment link and try again. If payment has still not been received 48 hours after the first attempt, we may cancel the reservation, and the cancellation terms of your rate apply as if you had cancelled on the day of the first attempt.
4.3. For stays of 28 nights or more, other payment terms (for example monthly in advance) may be agreed in writing before booking and will be stated in your confirmation.
4.4. The card used must be yours or used with the cardholder's consent, and must have enough funds. We may verify the card and your identity before accepting or confirming a reservation, and may cancel a reservation we reasonably believe is fraudulent.
4.5. Payments are processed by our payment provider; we do not see or store your full card number.
5. Card authorisation
5.1. When you book, pay a deposit or save a card during pre-check-in, you authorise us to store your card securely with our payment provider and to charge it, without you being present, for:
- (a) any part of the price due later under your rate (clause 4.2);
- (b) the security deposit (clause 6);
- (c) extras you order;
- (d) amounts you owe under clause 6.5 or the Terms of Occupation (damage, missing items, additional cleaning, smoking, pets, parties, contamination of a hot tub, unpaid charges and overstays).
5.2. Before any charge under 5.1(d) we will email you a written statement of the amount and the reason, with photographs where relevant. We will then charge the card no sooner than 48 hours after that email, unless the amount is covered by the security deposit.
5.3. This authorisation lasts until every amount due under your reservation has been paid or refunded. We record the date, time and wording of your authorisation.
6. Security deposit
6.1. A refundable security deposit of £450 is required for each suite on every reservation, including reservations made through third-party platforms.
6.2. How it is taken:
- (a) For stays of 6 nights or fewer, the deposit is a pre-authorisation: the amount is reserved on your card and not charged.
- (b) For stays of more than 6 nights, the deposit is charged and later refunded, because a card pre-authorisation cannot be held for the length of the stay.
6.3. When it is taken: the deposit is paid during pre-check-in, before your access details are released. If it cannot be taken, your access details are not released until it is paid.
6.4. After departure we inspect the suite. If nothing is owed, a pre-authorisation is released and a charged deposit is refunded within 7 working days of check-out; your bank decides how quickly the funds reach you.
6.5. If charges are due, we send a written statement with photographs where relevant and deduct them from the deposit, refunding any balance. If the charges exceed the deposit, you must pay the difference within 7 days, and you authorise us to charge it to your card under clause 5.
6.6. The deposit is not a limit on what you owe us. No interest is paid on it.
7. Cancellation and changes by you
7.1. The cancellation terms of your rate are shown before you book and in your confirmation:
- (a) Flexible (Standard) rate: free cancellation until 15:00 (UK time) 7 days before your arrival date, with a full refund to the original card. After that, and for no-shows, the full price is charged and not refunded.
- (b) Non-refundable rate: the full price is charged at booking and is not refunded for cancellation, changes or no-show.
- (c) Other rates (including long stays) show their own terms at booking.
7.2. Cancel through your booking link or by email to reservations@ayli.co.uk. A cancellation takes effect when we receive it, and we confirm it by email.
7.3. Leaving early, arriving late or not using part of your stay does not entitle you to a refund.
7.4. Change requests (dates, suite, guests) are made by email; we need not agree. A change takes effect only when we confirm it by email, and the price may change.
7.5. Refunds go to the card used to pay, within 10 working days of the cancellation.
7.6. You have no 14-day right to cancel: accommodation booked for specific dates is exempt from the cancellation right under the Consumer Contracts Regulations 2013.
8. Changes or cancellation by us
8.1. If we cannot provide your suite, we will offer another suite or nearby accommodation of a similar or higher standard at no extra cost or, if you prefer, a full refund of what you paid for the nights affected.
8.2. We may cancel your reservation, with written notice, if payment is not made under clause 4, if we reasonably believe the reservation is fraudulent or in breach of clause 2, or if the information you gave is false. We refund what you paid less any amount due under your rate's cancellation terms.
8.3. We are not liable for failure or delay caused by events beyond our reasonable control (for example fire, flood, utility failure, government action). If the suite cannot be used, we refund the nights affected.
9. Pre-check-in, identity and arrival
9.1. Before arrival you must complete our online pre-check-in: upload valid photo identification for the lead guest (passport or national identity card; UK and Irish citizens may use a UK photo driving licence), give the details we ask for every guest, and sign the Terms of Occupation.
9.2. UK law requires us to keep a record of every guest aged 16 or over: full name and nationality, and for guests who are not British or Irish, passport number and place of issue, and next destination if known. We keep this record for at least 12 months.
9.3. Your suite is self check-in. Access details are released on your arrival day only once pre-check-in is complete and the security deposit has been taken. We may refuse entry, without refund, if pre-check-in is not completed, the identification does not match the booking, or a person is not registered.
9.4. Check-in is from 15:00 and check-out is by 11:00. Early check-in and late check-out are paid extras, subject to availability; if we cannot provide one you have paid for, we refund it.
9.5. Staying after 11:00 on your departure date without our written agreement is charged under the Terms of Occupation.
10. Bookings through third-party platforms
10.1. If you booked through Booking.com, Airbnb or another platform, that platform's terms govern your payment and cancellation. These terms and the Terms of Occupation govern everything else, including the security deposit, pre-check-in, identification and your use of the suite.
11. Extras
11.1. Extras are subject to availability and are confirmed by email. We refund any extra we cannot provide.
12. Your responsibility
12.1. You are responsible for loss or damage caused during your stay by you, your guests or anyone you let into the suite or the building, beyond fair wear and tear, and for the charges set out in the Terms of Occupation.
13. Our liability
13.1. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot lawfully be limited, or affects your statutory rights as a consumer.
13.2. We are not liable for loss of profit, business or opportunity, or for losses that were not foreseeable when the contract was made.
13.3. We are not liable for loss of or damage to personal belongings, except where caused by our negligence. Please insure your belongings.
13.4. If a service in the suite (Wi-Fi, heating, hot water, a hot tub or sauna, an appliance) fails, we will fix it as quickly as reasonably possible. Where the failure materially affects your stay, we will offer a fair partial refund.
13.5. Subject to 13.1, our total liability for your reservation is limited to the total price of the reservation.
14. Complaints
14.1. Please tell us about any problem during your stay by WhatsApp, phone or email so that we can put it right.
14.2. Formal complaints go to contact@ayli.co.uk, marked for the attention of the Managing Director. We acknowledge them within 2 working days and reply in full within 10 working days.
15. Your information
15.1. We use personal data as set out in our Privacy Policy. If you give us details of other guests, you confirm they know you are doing so and that you will show them our Privacy Policy.
16. General
16.1. We send notices to the email address given at booking; you send notices to reservations@ayli.co.uk.
16.2. If a court finds part of these terms invalid, the rest remains in force.
16.3. A delay in enforcing a term is not a waiver of it.
16.4. No one other than you and us has rights under this contract.
16.5. We may update these terms; the version shown when you booked applies to your reservation.
16.6. These terms are governed by the law of England and Wales. Disputes go to the courts of England and Wales, but if you are a consumer living in Scotland or Northern Ireland you may also bring proceedings there.
Terms of Occupation
Last updated: 8 November 2026
This agreement is between AYLI Group Ltd ("we", "us") and the lead guest named on the reservation ("you"). By signing it during pre-check-in you agree to it for yourself and everyone staying under your reservation. It sits alongside our Booking Terms and Conditions.
1. Who this binds
1.1. You must make sure every person you allow into the suite or the building follows these terms. You are responsible for their actions as if they were your own.
1.2. If you book for a business, you must tell us who will stay and of any change before it happens.
1.3. Guests under 18 may only stay with a parent or legal guardian staying in the same suite.
2. Occupancy and visitors
2.1. Only the guests registered at pre-check-in may stay in or enter the suite, up to the maximum number confirmed at booking.
2.2. Visitors are not allowed in the suite or the building without our prior written approval.
2.3. You may not sublet, share or advertise the suite, or let anyone else use your access details. Access details are personal to your reservation.
3. Use of the suite and house rules
3.1. You will use the suite only as private temporary accommodation and in a reasonable way. You will not:
- (a) run a business from it, or use it for anything illegal or immoral;
- (b) cause noise or nuisance to other occupiers or neighbours, especially between 23:00 and 07:00;
- (c) hold any party, gathering or event;
- (d) smoke or vape anything inside the suite or the building, or use shisha, candles or anything that burns wood, coal or charcoal anywhere on the premises;
- (e) bring, use or supply illegal drugs, including nitrous oxide;
- (f) bring any animal, except a registered assistance dog accompanying a disabled guest, notified to us before arrival;
- (g) cover, disable or tamper with smoke or heat detectors, fire doors or safety equipment;
- (h) hang clothing or bedding on railings, windows, balconies or any externally visible part of the building;
- (i) damage or remove anything belonging to us, or alter the suite, its fixtures or its furniture.
3.2. You must follow the house rules and instructions in the AYLI Digital House Guide and any notices in the suite.
4. Condition, inspection and evidence
4.1. We hand over the suite clean and in good repair. Each suite is inspected and photographed at the end of every turnover clean; those photographs are our record of its condition at the start of your stay.
4.2. Tell us about any damage, fault or missing item within 2 hours of arriving, or as soon as anything happens during your stay, with a photograph through our messaging or the House Guide.
4.3. At departure you must leave the suite and its contents in the condition you found them, apart from fair wear and tear.
4.4. After departure we inspect and photograph the suite. Damage, loss or extra cleaning found that was not present at check-in and not reported under 4.2 will be charged to you, with a written statement and photographs, under clause 5 of the Booking Terms and Conditions.
4.5. For stays of more than 28 nights we may prepare an inventory before arrival. If you do not return it signed within 48 hours of arrival, it is treated as accepted.
5. Charges
5.1. You agree to pay the following, which we may deduct from your security deposit or charge to your card under clause 5 of the Booking Terms and Conditions. The fixed amounts are a genuine estimate of our cleaning, repair and lost-income costs.
| Breach or cost | Charge |
|---|---|
| Smoking or vaping in the suite | £500 |
| Party, gathering or event | The cost of any damage, extra cleaning and lost income |
| Undisclosed animal | £250 |
| Hot tub drained, cleaned and refilled outside normal service | Actual cost |
| Additional cleaning beyond normal use | Actual cost |
| Damage, breakage or missing items | Repair or replacement cost |
| False fire alarm caused by misuse | Any call-out cost charged to us |
| Staying after 11:00 without our agreement | £120 until 13:00, then one night at the current rate |
| Return of left property | £20 plus postage |
5.2. A charge under this clause does not stop us ending your stay under clause 11.
6. Services
6.1. Stays of 7 nights or more include housekeeping once every 7 days (cleaning, beds made, linen changed). Additional housekeeping can be booked on your booking page at the price shown.
6.2. The price includes electricity, gas, water, heating, Wi-Fi and council tax. For stays of 28 nights or more we may apply a fair-use limit on energy use and charge consumption above it at cost, with notice.
7. Hot tubs and saunas
7.1. Where your suite has a hot tub or sauna, it is used entirely at your own risk, subject to clause 13.1 of the Booking Terms and Conditions.
7.2. Shower before using the hot tub. No glass, oils, soaps, bubble bath or other substances in the water. Children under 16 must be supervised by an adult at all times.
7.3. Use the sauna for no more than 15 minutes at a time, pour only water on the heater, and never place towels, clothing or other items on or near it.
7.4. Not advised for pregnant guests, guests with heart, blood pressure or circulation conditions, or anyone who has drunk alcohol or taken medication affecting body temperature.
8. Our access to the suite
8.1. We and our contractors may enter the suite for inspection, repairs, maintenance, housekeeping, safety checks or to check compliance with these terms. We will give reasonable notice except in an emergency or where we reasonably suspect a serious breach of clause 2 or 3.
9. Security, CCTV and door access
9.1. CCTV operates at the entrances and in shared areas of the building, never inside suites. Door entry is electronic and every entry is logged. We use these records for safety, security, preventing crime and enforcing these terms, as described in our Privacy Policy.
10. Behaviour
10.1. Abusive, threatening, violent or harassing behaviour towards our team, contractors, neighbours or other guests is not tolerated. We may end your stay immediately and report it to the police.
11. Ending your stay early
11.1. We may end your right to occupy the suite immediately, by message or written notice, if you or anyone in your party seriously breaches these terms, including a party, smoking, drugs, unregistered occupants or visitors, damage, violence or non-payment. Everyone must then leave at once.
11.2. If we end your stay for a serious breach, no refund is due for the remaining nights, and you remain liable for the charges in clause 5 and for any loss we suffer.
12. Departure
12.1. Leave by 11:00 on your departure date, taking all people, belongings and rubbish with you and returning any keys, fobs or devices issued to you. Payment we accept for any time after this is a charge for use, not a new right to stay.
12.2. Items left behind worth more than £25 are kept for 3 months, then donated or recycled. Food and drink are disposed of on departure.
13. Belongings
13.1. Our insurance does not cover your belongings. We are not responsible for their loss or damage unless caused by our negligence.
14. Nature of your occupation
14.1. You occupy the suite as a licensee for temporary accommodation, not as your main home. This agreement does not create a tenancy and gives no right to exclusive possession of any specific suite. We keep control of the suite and may move you to an equivalent suite if reasonably necessary. Your licence is personal to you and cannot be transferred.
15. Law
15.1. This agreement is governed by the law of England and Wales, and disputes go to its courts, subject to clause 16.6 of the Booking Terms and Conditions.