Heritage Mews terms & conditions

1. Introduction

These are the terms and conditions that apply when you reserve an apartment at Heritage Mews Nottingham using one of our digital channels (such as our website, mobile site or app).

You will be asked to confirm your acceptance of these terms and conditions when you make a reservation.

We reserve the right to amend these terms and conditions at any time and you should therefore check them each time you make a reservation. The terms and conditions applying to your reservation will be the latest version in place during your stay.

Additional terms apply to your use of our digital channels whether or not you make a reservation through them. These are published on the relevant digital channel.

2. Reservations

To reserve your room please follow the instructions on the website, mobile site or app (as applicable).

You must be at least 18 years old to make a reservation.

You will need to provide your credit or debit card details to secure your reservation. We accept Visa & MasterCard or any payment offered via your preferred booking platform.

Please check that the details of your reservation are complete and accurate before you confirm your reservation. We will not be liable for any delay or non-performance if you provide us with incorrect information.

We will confirm our acceptance of your reservation by sending you an email to the email address that you provide during the reservation process. The contract between us for the provision of your apartment and any additional services added to your reservation will be formed when you receive this email confirmation from us.

If you think that there is a mistake in your reservation or if you require any changes to a confirmed reservation, please contact us to discuss. For more information on cancellation, please see section ‘Cancellation’ below.

3. Group reservations

A reservation of 5 Apartments or more is usually considered a group booking.

If you wish to make a group booking of 5+ rooms, please call our Booking line to do so.

4. Apartment prices

We use dynamic pricing, and the price of our rooms fluctuates based on demand. When you make a reservation request, we’ll give you a total price for the rooms and number of nights you’ve requested plus any fees. The price you pay is the price quoted to you at the time you make your reservation.

Prices are per apartment, per night and are inclusive of VAT at the applicable rate at the time of your reservation. If the rate of VAT changes between the date of your reservation and the date of your stay, we will adjust the rate of VAT that you pay, unless you have already paid for the reservation in full before the change in the rate of VAT takes effect.

5. Occupancy

The maximum room occupancy is specific to each apartment – we do not allow extra guests in excess of the maximum occupancy and only guests who are specifically named on the booking are allowed to enter & occupy the apartment. All occupants must provide ID and their details before checking in to the apartment.

Children under 18 are not permitted to stay in a Heritage Mews Apartment unless a parent or guardian is also staying in the same apartment. We reserve the right to request valid photographic proof of identity and age, so please bring this with you otherwise where requested you will not be permitted to stay.

6. Special requests

Although we will try to accommodate special requests, all rooms are subject to availability.

7. Paying for your apartment

Payment must be made in full prior to arrival – until payment is made, we will not release check in details and you may lose any deposits paid in line with the cancellation policy. We also require a £250 pre-authorisation on a credit or debit card for each booking, This Pre-Authorisation of funds will be released after the apartment has been checked on the day you vacate,

8. Cancellation

All bookings must be paid for 7 days prior to arrival, and bookings made within 7 days of arrival date must be paid in full. Bookings are non-refundable 14 days before check in. If you cancel 14 days prior to check in you will receive a 50% refund (excluding booking and/or platform fees).

Your breach

We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if:

  • you do not pay us when you are required to do so; or
  • you break the contract between us in any way.

If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract. Where your stay had/has not yet commenced, the total payment made or

to be made by you for such room shall be deemed a cancellation charge and is not for any service.

Events outside our control

We may also cancel your reservation if an event outside of our control (including industrial action, explosion, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your apartment available to you. In this case we will contact you to let you know as soon as possible and:

  • if you have already paid for your room, we will refund your payment to you; or
  • if you have not yet paid for your room, you will not have to make any payment to us.

Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. This does not affect your statutory rights.

9. Arrival and departure

Apartments are available from 3pm on the arrival date.

Guests may be asked to provide proof of identity and nationality on arrival by our spot check staff or during your stay. Prior to be being sent your check in guide you must check in online and submit an acceptable form of identification, such as: a passport, driving licence, ID card or police warrant card. If you don’t check-in online prior to arrival you will not be granted access to the property and the booking will be cancelled and no refund issued.

Apartments must be vacated by 10am on the day of departure. Failure to leave your room by this time will result in a late check-out charge of £120 Plus VAT.

10. Check-in online

Check-in online is essential for all guests.

Bookings made on behalf of a guest will still require ID proof to be submitted by the guests staying.

Details of the lead guest for each room in the booking must be entered during check-in together with their nationality and government ID.

Bookings that have been checked in online cannot be amended online. For amendments, please call or email us.

11. Heritage Mews Nottingham expectations of you (and your group)

You must not:

  • smoke anywhere inside any apartments. This includes the smoking of e-cigarettes. Permitted smoking areas will be identified on site. Smoking in the apartments will result in a £150 fine plus any associated costs incurred to remove the smell of smoke from the apartment (including vapes);
  • If the room requires deep cleaning over and above the standard clean paid for as part of the reservation this will result in an additional charge of £50 for each additional hour of cleaning that is required over and above the standard clean paid for on reservation.

  • bring any pets into our apartments, with the exception of assistance dogs; This will result in a £120 fine
  • bring any potentially dangerous or hazardous materials or equipment onto our premises including gas canisters; This will result in a £120 fine
  • use any electrical appliances not provided by us. This will result in a £120 fine
  • in any way tamper with any fire alarms, smoke detectors or emergency equipment; This will result in a £120 fine.
  • utilise our apartments to store items (personal or otherwise) which could in the sole opinion of the management cause damage to the room, or be a risk to the health and safety of staff or property; This will result in a £120 fine
  • prevent our management, housekeeping and/or maintenance staff from access to your Apartment as and when required. This will result in a £120 fine
  • remove, damage or destroy any property; This will result in a £120 fine plus any associated costs incurred to rectify the damage or replace missing items.
  • use any of the technology provided by Heritage Mews to download or access any unlawful or obscene material; or cause unreasonable disturbance to our other guests or staff. This will result in a £120 fine
  • Make excessive noise. This will result in a £120 fine.
  • Parties are completely forbidden, should our staff find a party is taking place or clear evidence of a party this will result in a £120 fine.
  • If the room requires deep cleaning over and above the standard clean paid for as part of the reservation this will result in an additional charge of £50 for each additional hour of cleaning that is required over and above the standard clean paid for on reservation.
  • Over Capacity – if our staff find additional visitors in the apartment (i.e: not listed on the reservation and no ID provided) then they will be removed and this will result in a £75 fine for each overcapacity visitor found.

These fines are distinct from each other and for each transgression the relevant fine will be charged. This means multiple transgressions will result in multiple fines being charged.

If you or your group cause damage or loss of any kind to the apartments, other guests or their property, you (as the person making the booking) will be responsible for that damage or loss and you shall be liable to pay to Heritage Mews on demand the amount required to make good or remedy such damage or loss.

You and the members of your group must not resell or transfer your reservation (or any part of it) nor advertise, market or otherwise offer any of our apartments for sale either on its own or as part of a combined offer. We will not honour any reservations made in this way and will not accept any liability for doing so. If you are a Tour Operator and wish to book rooms at a Heritage Mews you should contact us directly.

If you or your group cause damage to the apartments, other guests or their property, or otherwise breach any of these terms and conditions, we reserve the right to:

  • cancel your reservation with immediate effect and (if appropriate) eject you from the premises;
  • cancel key codes;
  • restrict access to the apartment;
  • remove your items from the room and hotel, disposing of such items (at no cost and no liability) to a local charity to the extent such items are not collected from us within 7 days of removal;
  • retain all sums paid by you and/or charge you the full amount of your reservation; and/or
  • refuse future reservations from you and/or refuse you entry or accommodation at any of our hotels.

We will not be liable for any refund or compensation in such circumstances.


We reserve the right to decline or cancel reservations made and stays in progress by those who have previously breached these terms and conditions (as may be updated from time to time), whether the reservation is in that name or not.

We reserve the right to change your room allocation at any point during your stay for any reason.


By making a booking, you are attesting to your eligibility for your stay (falling within the Government guidelines for staying) during the current COVID-19 pandemic. Lockdowns and the tiered restrictions mean that most bookings are subject to these guidelines and so we advise all guests to check the government website to ensure you are lawfully able to make a reservation. Further information can be found below, if you are in doubt and need assistance, please email us to check. 

To check the Tier Restrictions please click here https://www.gov.uk/guidance/local-restriction-tiers-what-you-need-to-know#travel

And to check the current Tier level please clink here https://www.gov.uk/find-coronavirus-local-restrictions

Your information

We keep your personal data safe and secure. Full details about how we use your data are set out in our Privacy Notice Similar to other commercial websites, this website and the System utilises a standard technology called cookies and web server logs to collect information about how the website and/or the System is used and how to improve them. Further details can be found in our Cookie Notice. By providing information about you and your booking group (as outlined in the Privacy Notice) when making a reservation, you consent (on your behalf and on behalf of each member of your group) to such processing and you warrant that all information provided by you is accurate.


The contract

This contract formed when we confirm your reservation is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.


Your rights

If you are a non-business customer you have certain rights under consumer protection legislation. Nothing in these terms and conditions is intended to affect those rights.


Our liability

We accept liability for death and personal injury arising from our negligence or that of our employees and agents. We do not seek to exclude our liability for fraudulent misrepresentation by us or our employees or agents.

We do not accept liability for failure to meet any of our obligations where such failure is due to events beyond our reasonable control.

If we breach these terms and conditions for reasons within our control, we shall only be liable for losses that are direct losses and a reasonably foreseeable consequence of such breach.

Save as prohibited by applicable law, we shall not be liable whether in contract, tort (including negligence) or for breach of statutory duty, or in any other way, for any indirect or consequential losses including:


  • loss of income, sales or revenue;
  • loss of business;
  • business interruption;
  • loss of profits or contracts;
  • loss of anticipated savings;
  • loss of data;
  • loss of reputation and/or goodwill; or
  • wasted management or office time.


Applicable law

These terms and conditions, their subject matter and formation (and any non-contractual disputes or claims) are governed by and construed in accordance with English law.

If you are a consumer, you and we both agree that the courts of England and Wales will have non-exclusive jurisdiction over any claim arising from, or related to, your reservation and/or stay at our venue. We retain the right to bring proceedings against you for breach of these terms and conditions in your country of residence or any other relevant country. If you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you are making a business reservation, you and we agree that the courts of England and Wales will have exclusive jurisdiction over any claim arising from, or related to your reservation and/or stay.


If any part of these terms and conditions is deemed invalid, illegal or for any reason unenforceable then that part will be deemed deleted and will not affect the validity and enforceability of the remaining parts. Any failure by us to enforce our rights or remedies under these terms and conditions or otherwise shall not be construed as a waiver by us of those or any other rights or remedies.

All rights not expressly granted in these terms and conditions are reserved.



Heritage mews 

If a fire starts it’s your responsibility to get out of the building immediately, do not delay.


Please ensure you are familiar with the escape routes from the building including window escape. These will be shown on the rear of your apartment door.


The unit is also equipped with a 2-stage automatic fire alarm system, if fire is detected in your apartment, it will sound the alarm within your unit only. The building is also provided with a common alarm and if a fire is confirmed in another area the alarm will also sound in your apartment. It is very important not to ignore the alarm.


At all times 

Familiarise yourself with the escape routes 

Do not block escape routes 

Do not use candles 

Do not leave cooking unattended 

Remember to turn off the hob and cooker after use 

No smoking within the unit 

Do not leave the TV other electrical appliances on standby

Take special care when you are tired and /or drinking alcohol

If a fire breaks out 

Ensure you and your family and /or friends leave immediately 

Do not try and put the fire out 

Close the door to the room of the fire origin if possible 

Move away from the building onto Weekday Cross. (outside Paris Restaurant)

If there is a fire, even a small one, call the fire service straight away


Dial 999

When operator answers give your number and ask for fire 

Give them the address of the property

Heritage Mews High Pavement, Nottingham NG1 1HN the rear of The Pitcher & Piano pub

Do not hang up until they have understood  

All rights not expressly granted in these terms and conditions are reserved.