Terms of Use

Mambo No.5 Terms and Conditions

These terms and conditions prevail in the event of any conflict or inconsistency with any other communications, including advertising or promotional material. Booking.com & AirB&B Ts & Cs are the only exceptions.

These terms and conditions shall apply to all guests, regardless of their country of origin, race, or gender. By proceeding with your reservation and staying at our property, you agree to be bound by these terms and conditions.
We reserve the right to modify or amend these terms and conditions at our discretion. Any changes will be effective immediately upon posting on our website or communicating directly to you. It is your responsibility to review these terms periodically and stay informed of any updates.
Privacy and Data Security: Your personal information, including your name, email address, phone number, and payment details, will be collected, shared, retained, and stored securely by our website provider (Smoobu) for a period of three years. This information will be used solely for payment purposes and to facilitate your booking. We are committed to maintaining the privacy and security of your data in accordance with applicable data protection laws.

Information

Guest Information and Check-in: All essential information related to your stay, including instructions for entering the property, will be provided to you on the day of your scheduled check-in.
Contact Information: In the event that you do not receive the check-in instructions or encounter any difficulties accessing the information, please contact our designated guest services team immediately. We are available to assist you and provide the necessary guidance.

Terms and Conditions - Cancellations & Refunds

Cancellation More Than Five Days Before Check-in: If you cancel your reservation more than five days before your scheduled check-in date, you will be eligible for a full refund of the booking amount. This policy applies to the initial booking amount and not to any additional fees or charges.
Cancellation Within Five Days of Check-in: For cancellations made within five days of your check-in date, a 50% refund of the booking amount will be provided. This refund applies to the booking amount only and does not cover any additional fees or charges.
Cancellation After Check-in Date: In the event of a cancellation after your check-in date, no refund will be provided. We advise you to notify us as early as possible if you anticipate the need to cancel after your check-in.
Additional Fees and Charges: Please be aware that the cancellation and refund policy outlined above applies specifically to the booking amount. Additional fees, charges, or expenses incurred as part of your reservation (such as service fees, cleaning charges, or other optional services) are not included in this policy and may be subject to different terms.
No-Show or Early Departure: In cases of no-show (failure to check-in on the scheduled date) or early departure, no refund will be provided. It's important to inform us in advance if your plans change to avoid these situations.
Refund Process: Refunds, when applicable, will be processed in accordance with our refund policy and may take some time to appear in your account. We will make every effort to process refunds promptly and efficiently.
Force Majeure: In certain cases of unforeseen circumstances beyond your or our control, such as natural disasters, pandemics, or government regulations etc, the cancellation and refund policy may be subject to modifications. We will communicate any such changes clearly and transparently.

Terms and Conditions - Check-in

Standard Check-in Time: Our guests can check-in to the property starting from 3:00 PM. This allows us sufficient time to prepare the property and ensure a comfortable stay for you.
Early Check-in Option: For guests who wish to check-in earlier than the standard 3:00 PM time, we offer an early check-in option. Early check-in before 2:30 PM is available at an additional charge of £10.00. The earliest possible check-in time is from 13:00 PM. Subject to availability.
Availability and Prior Agreement: All requests for early check-in are subject to availability and must be agreed upon in advance. To ensure that we can accommodate your early check-in request, we recommend discussing your plans with us prior to your check-in date.
Early Check-in Process: If you have opted for an early check-in and it has been agreed upon, please ensure that you arrive at the property no earlier than the agreed-upon early check-in time. This allows us to properly prepare the property for your arrival.
Check-in Procedure: Upon arrival, you will be provided with the necessary information, keys, access cards, or any other items required for your stay. We will guide you through the check-in process and answer any questions you may have.
Late Check-in: If you anticipate arriving later than 10:00 PM on your check-in date, please inform us in advance to make appropriate arrangements for your arrival. Late check-ins are subject to availability and should be communicated prior to your check-in date.
Property Condition: Upon check-in, please take a moment to inspect the property and report any issues or concerns to us promptly. This will help ensure that your stay is as comfortable as possible and that any necessary maintenance can be addressed.

Terms and Conditions - Check-out

Check-out Time: The standard check-out time is 10:00 AM. We kindly request that you adhere to this time to allow us to prepare the property for incoming guests.
Late Check-out Request: If you require a later check-out time than the standard 10:00 AM, please notify us as soon as possible. We will make every effort to accommodate your request. The latest possible check-out time is 11:00 AM. Subject to availability.
Late Check-out Surcharge: For check-outs between 10:00 AM and the latest allowed time of 11:00 AM, a surcharge of £10.00 will be applicable. This surcharge helps cover the additional resources and time required to accommodate a late check-out.
Availability and Prior Agreement: All requests for late check-out are subject to availability and must be agreed upon in advance. We recommend discussing your check-out plans with us prior to your check-in date to ensure that we can make the necessary arrangements.
Check-out Process: Upon check-out, please ensure that you have gathered all your personal belongings and vacated the property. Please return all keys, access cards, or any other provided items to the designated drop-off point as instructed during your stay.
Property Condition: Before leaving, please take a moment to ensure that the property is left in a reasonably clean and tidy condition. This includes disposing of trash properly, washing used dishes, and following any other specific check-out instructions provided.
Late Check-out Consequences: If you exceed the agreed-upon check-out time without prior arrangement or without paying the applicable surcharge, we reserve the right to charge additional fees and take necessary actions to prepare the property for our next guests.

Terms and Conditions - Damages and Accidents

Reporting Damages: We understand that accidents can occur. In the event that any damage occurs to the property or its contents during your stay, you must inform us immediately. Prompt reporting of damages allows us to assess the situation and take appropriate actions.
Minor Damages: For minor damages such as broken plates, glasses, or other small items, we will not charge any additional fees. We appreciate your honesty in reporting such incidents, and we will handle these as part of the normal wear and tear of the property.
Major Damages: In the unfortunate event of damage to a larger ticket items such as: televisions, sofa-beds, appliances, or any other significant furnishings or fixtures, you will be held responsible for the full cost of repair, replacement, or restoration. Charges for major damages will be applied to cover the expenses incurred in rectifying the damage to its original condition. Damage fees are chargeable to the booking card.
Assessment and Charges: Upon receiving a report of damage, we will promptly assess the extent of the damage and determine the appropriate course of action. Our assessment will be based on professional judgment and repair/replacement costs. Charges for major damages will be communicated to you for your acknowledgment and payment. All damages are chargeable to the booking card.
Notification: We reserve the right to notify and involve local authorities in the case of intentional damages, vandalism, or other malicious actions. Such incidents will be treated seriously, and legal actions may be pursued to address the situation.
Your Responsibility: As our valued guest, you are responsible for ensuring the proper care and use of the property and its contents during your stay. This includes taking precautions to prevent accidental damages and treating all items with respect.

Terms and Conditions - Noise Disturbance Policy

Quiet Hours: Quiet hours are in effect from 22:00 to 07:00 every day. During these hours, please be considerate of your fellow guests and keep noise levels to a minimum.
Initial Warning: In the event that we receive a noise complaint, our team or the on-site manager will issue an initial verbal warning to the guest(s) responsible for the disturbance. We understand that occasional noise can be unintentional, and we appreciate your cooperation in keeping noise to a reasonable level.
Three Strikes Policy: If guests receive three separate noise complaints during their stay, they will be asked to leave the property immediately. Depending on the property in question, this decision may be made by either Collz & B Estates Ltd staff or the on-site manager.
No Refund: Guests who are asked to leave the property due to noise disturbance will not be eligible for a refund of any kind, including a refund of their accommodation fees.
Appeals: If guests believe they have been unfairly asked to leave due to noise complaints, they may submit an appeal in writing to enquiry@cbestatesltd.com. We will review the appeal and respond within 7 days with a final decision.
Consideration and Respect: We kindly request that all guests consider the comfort and well-being of others during their stay. Excessive noise, loud music, and disruptive behaviour that impact the enjoyment of the property by others will not be tolerated.

Loss or Damage of Property Keys

Responsibility for Property Keys: During your stay, you will be provided with keys to access the property, which we entrust to your care. You are responsible for the safekeeping and proper use of these keys throughout your stay.
Loss or Damage of Keys: In the event that the property keys provided to you are lost, damaged, or not returned upon check-out, you will be liable for a replacement fee. This fee covers the cost of replacing the lost or damaged keys and any necessary rekeying or security measures.
Replacement Fee and Charge: The replacement fee for lost or damaged keys will be charged to the credit card used for the booking. The fee will be communicated to you along with a breakdown of the costs associated with key replacement.
Reporting Loss or Damage: If you lose, damage, or misplace the property keys, it is your responsibility to inform us immediately. Timely reporting allows us to take appropriate actions to secure the property and minimize any potential security risks.
Assessment and Charges: Upon reporting the loss or damage of keys, we will assess the situation and determine the appropriate replacement fee. This fee will be based on the actual costs incurred in replacing the keys and ensuring the security of the property.
Key Return Upon Check-Out: Upon the conclusion of your stay, you are required to return all provided keys to our designated check-out location. Failure to return the keys at the time of check-out may result in additional charges.
Preventive Measures: We encourage you to take precautions to avoid key-related issues, such as keeping the keys in a secure location and not sharing them with unauthorized individuals.

Returning Guests Property - Fees and Charges

Property Return Process: Upon your departure, we kindly request that you ensure all your personal belongings are collected and the property is left in a reasonably clean and tidy condition.
Return of Forgotten Items: If you accidentally leave behind any personal items after checking out, please notify us as soon as possible. We will make every effort to arrange for the return of your belongings.
In the event that we discover any of your personal belongings left behind after your departure, we will promptly notify you as soon as possible.
Upon identifying forgotten items, we will reach out to you using the contact information provided during your stay. This notification will include details about the items found and the process for arranging their return.
Return Fees: Any costs associated in returning items will be charged to your account. This includes shipping fees, packaging materials, and any handling charges incurred during the process.
Payment of Return Fees: Return fees will be charged to the payment method on file, unless alternative payment arrangements are made and agreed upon. Payment for the return fees must be completed prior to sending the items.
Return Packaging: We will take care to package your items securely to minimize the risk of damage during transit. However, we recommend that you provide any specific packaging instructions or preferences if applicable.
Non-Payment and Unclaimed Items: If return fees are not paid or arrangements are not made within a reasonable period of time (3 months), unclaimed items may be handled in accordance with local regulations. We reserve the right to dispose of unclaimed items after a certain period (3 months), if applicable.

Dispute Resolution

If you have concerns or questions regarding any term above, please contact us directly. We are committed to addressing any issues and resolving them in a fair and reasonable manner.

Entire Agreement

These terms and conditions constitute the entire agreement between the parties and supersede all prior discussions, negotiations, or agreements, whether oral or written. By proceeding with your reservation and staying at our property, you acknowledge and agree to these general terms and conditions. Your understanding and cooperation in adhering to these terms are greatly appreciated.