TERMS & CONDITIONS
Registered Name: The Lost Poet Limited
Registered Address: 6 Portobello Road, London W11 3DG, England.
Registered Company No: 13410881
Telephone: 0207 243 6604
The following terms and conditions relate to all bookings made for stays at The Lost Poet, whether made via our website, by email or over the telephone. They contain important information about your stay so please read them carefully.
We reserve the right to cancel the reservation and/ or to remove from the premises anyone in breach of this contract.
Our reception is staffed from 8am until 6pm. If you wish to check-in outside of these hours please complete our digital guest Registration Card by 11am on the day of arrival. You can do this up to 3 days ahead of your stay.
All guest have access to 24/7 phone support for emergencies.
Your booking will not be complete until you receive an email from us confirming that your booking request has been accepted, at which point a contract will come into existence between you and us.
All bookings must be made using a valid credit or debit card. This is the only form of guarantee we accept.
During busier times we often operate a 2-night minimum which is displayed within the availability calendar on our website. Under certain circumstances might be able make exceptions – to enquire please email our reservations team.
Promotions cannot be redeemed in conjunction with another promotion or discount.
To make a reservation we require card detail at the time of booking. A deposit of 50% of the booking fee will be charged 3 days prior to the arrival date in line with our cancellation policy. The remaining balance will be taken upon check-in. Any incidental charges which you may incur during your stay must be settled upon check-out, when you will have the option to provide a different method of payment should you wish. We do not process any credit cards details on our own website.
All payment transactions are handled by a third party payment processing platform Stripe, who are certified to PCI Service Provider Level (most stringent level of certification available in the payments industry). Stripe supports all major card types with exception of American Express as well as a number of other payments methods, including Apple Pay and Google Pay.
If you wish to amend or cancel your booking, please contact us by telephoning 0207 243 6604 or emailing firstname.lastname@example.org.
Bookings can transferred free of charge up to 72hrs prior to arrival, however rates may differ between dates.
We offer a 72 hour cancellation policy. This means that if you cancel at least 72 hours prior to your arrival date your card will not be charged. If the booking is cancelled within the 72 hours or in case of a no-show the total reservation amount will be fully charged to the card provided.
This excludes bookings made for exclusive use of the property which fall under our 14 day Group Booking Cancellation Policy.
Please note that once processed refunds may take up to three weeks to appear in your account.
Arrivals and Departures
Unless otherwise agreed, check-in is permitted from 3:00pm and we kindly ask that all guests vacate the rooms by no later than 11:00am.
For safety and security, we ask you to confirm your identity by providing your passport, driving licence or other form of photo ID upon check-in. You can do this prior to arrival using the online check-in feature or at the property between the hours of 2pm and 5pm.
We are required by law to, at the time of check-in, ask for passport details and next destination of all guests over the age of 16 travelling from outside the UK. If you or any member of your party are not able to provide the necessary documentation, we reserve the right to cancel your booking and refuse the entry to The Lost Poet. We will retain collected information for a period of 12-months, and we may disclose it to a police officer or other official as required by law.
For the comfort of our other guests, we operate a no-party policy. All of our double rooms are reserved for single or double occupancy only. Please inform us before arrival if you are travelling in a group of four or more (two or more rooms). We reserve the right to refuse unauthorised groups or those in breach of the occupancy limit.
We ask that all guests respect each other as well as our team and refrain from excessive, rowdy, improper of abusive behaviour. For everyone’s comfort the guest house has Quiet Hours between 10:00pm and 7:00am. Management reserves the right to, at any time, cancel the booking of a person, who in the opinion of management behaves in an objectionable manner.
We kindly ask that all guests respect the rooms and facilities at The Lost Poet. We reserve the right to charge the credit or debit card used to secure the booking for any damage done to the room(s) during your stay or for any items that are missing when you leave.
Please report any accident or injury you may have whilst on the premises immediately to a member of management and in any event, within 24 hours of the incident. This information is needed in order to comply with health and safety obligations and for insurance purposes.
The Lost Poet is 100% smoke-free. No smoking or vaping is permitted inside at any time, whether in your room or elsewhere. We reserve the right to charge the card you have used to secure your booking a £100/day fee in respect of specialist cleaning in the event we suspect smoking has taken place in your room(s) during your stay.
Reasonable efforts are made to provide a secure environment, including a provision of a safe in each room for the storage of personal items. Nevertheless, we strongly advise you against bringing valuable items such as jewellery or large amounts of cash.
We are more than happy to post any lost items subject to the costs of postage. Due to the high volume of items left behind we reserve the right to dispose of lost property if it remains unclaimed for a period if two months.
Children 12-years and are over are welcome to stay. Unfortunately, we are unable to accommodate younger guests at this time. However, if you wish to book the entire townhouse with little ones in tow, please contact us and we’ll do our best to make this possible. All guests under 18-years old must be accompanied by an adult during their stay.
Please note, we do not allow pets.
Please note, there is no parking on site available at the Lost Poet. Please contact us if you require assistance in accessing the guest house.
Commercial or professional photography is not allowed anywhere on property without prior written consent from the Manager. We reserve the right to maintain copyright of any photographs taken within our property.
In the public areas of The Lost Poet and some staff areas CCTV is in operation and video recordings may be made. This activity is carried out for security for all our guests and staff.
The Lost Poet cannot accept responsibility and will not pay any compensation where we are prevented or delayed from performing our obligations due to an event beyond our reasonable control, including but not limited to flood, fire, explosion, earthquake, riots, epidemic, mechanical breakdown, IT failure, adverse weather conditions, acts of terrorism, gas, water or other utilities.
Law & Jurisdiction
This contract shall be governed and construed by the law of England and you and we agree to submit to the jurisdiction of the courts of England.
If a court finds part of this contract illegal, the rest will continue in force: Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later: If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.