Donnini Terms & Conditions
These Terms & Conditions form a contract between Donnini Apartments Ltd, trading as Donnini, the managing agent, and you, the person making the booking, including all adult members of your party and any guests or visitors who will be staying in or attending any of our properties.
By making a booking, checking in, entering, occupying or staying at one of our properties, you confirm that you have read, understood and agree to be bound by these Terms & Conditions. The person making the booking is responsible for ensuring that all guests and visitors in their party comply with these Terms & Conditions.
A copy of these Terms & Conditions will be issued when you reserve a stay with us.
- Scope
1.1 Your stay with us is not intended to confer exclusive possession on either the client or guest, nor to create the relationship of landlord and tenant between Donnini and either the client or the guest. Neither the client nor the guest will be entitled to any tenancy, short assured tenancy, assured tenancy, statutory protection under the Housing Act 1988, or any other statutory security of tenure now or upon the determination of this agreement.
1.2 Rates are subject to change without notice.
- Agreement for Occupation
2.1 Donnini permits the client and guest to occupy the property for the accommodation period only. Occupation is personal to the guest and does not create any tenancy or right of exclusive possession. Guests may use the owner’s furniture, fixtures, fittings and effects during the accommodation period.
2.2 All visitors to the property are the responsibility of the guest. The person making the booking is responsible for the conduct of all guests and visitors.
2.3 You must be 18 years or over when you book your accommodation.
2.4 We reserve the right to refuse to accept any booking for whatever reason.
2.5 Unless otherwise stated or agreed in writing, check-in is from 3pm on the start date of your booking and check-out is by 11am on the final day of your booking.
2.6 If you wish to increase your length of stay, we will do everything reasonably possible, subject to availability, to find suitable accommodation. This may not always be possible.
2.7 The number of people occupying the property must not exceed the maximum number stated in your booking. If the permitted number of occupants is exceeded, which may also be a breach of health and safety requirements, we reserve the right to move excess occupants, charge for additional accommodation, require excess occupants to leave, or terminate the stay without refund.
2.8 Guests must not operate or register any business, hold meetings, provide services, or use the property for commercial purposes. Breach of this condition may result in immediate termination of the stay without refund and recovery of any related costs.
- Paying for Your Accommodation
3.1 The client will pay Donnini all accommodation fees, deposits, charges and any other sums due under this agreement.
3.2 Cleared funds must be received in full before the arrival date unless otherwise agreed in writing. All prices advised to you are inclusive of booking fees and charges unless stated otherwise.
3.3 Should payment not reach us within the required time, we reserve the right to cancel the booking and any deposit paid may be forfeited.
3.4 If the client fails to pay any sums due under this agreement when required, the client will pay Donnini, on demand, interest on the unpaid sum in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, as amended, from the date payment is due until payment is received in full cleared funds, both before and after any judgement.
- Security Deposits, Damages and Additional Charges
4.1 A security deposit, card pre-authorisation, or other payment security may be required before arrival. This may be taken up to five working days before the guest’s stay.
4.2 The security deposit is not applied towards payment for accommodation. It may be used, in whole or in part, to cover damage, breakages, missing items, additional cleaning, smoking or vaping breaches, unauthorised pets, lost keys, lockouts, call-outs, fire alarm activations, breaches of these Terms & Conditions, or any other costs caused by the guest, client, visitors or members of the booking party.
4.3 We expect the property to be left in a reasonable, clean and tidy condition on departure. If additional cleaning is required, the cost of this cleaning will be charged to the guest or client.
4.4 The guest agrees to pay for the repair, replacement, professional cleaning or reinstatement cost of any damage, loss or excessive cleaning required, as determined by Donnini or its representative. Charges will be based on the actual or reasonable cost of repair, replacement, cleaning or reinstatement.
4.5 By providing a payment method, you authorise Donnini to charge the payment method provided during the booking process, or at any other time, for any damages, losses, costs, fees or additional charges that Donnini reasonably determines you are responsible for.
4.6 Where evidence of smoking, vaping, candles, naked flames, drug use, unauthorised parties, excessive cleaning, damage or other serious breach is found, Donnini may charge the guest or client for cleaning, repairs, lost revenue, additional nights required for specialist treatment, fire alarm call-outs, contractor attendance, staff attendance, replacement items and any other associated costs.
- No Smoking, Vaping or Naked Flames
5.1 Smoking and vaping are strictly prohibited inside all properties, including balconies, verandas, terraces, internal communal areas, stairwells, corridors and entrances.
5.2 Guests must not use candles, tealights, incense, oil burners, wax burners, portable gas appliances, camping stoves, fireworks, fire pits, barbecues, or any other item involving a naked flame, open flame, burning material or similar fire risk anywhere within the property.
5.3 Any breach of this policy may result in immediate termination of the stay without refund. The guest or client may also be charged for specialist cleaning, damage, replacement items, contractor call-outs, fire alarm activations, lost revenue, staff attendance and any other associated costs.
5.4 Where there is evidence of smoking or vaping within the property, we reserve the right to charge a minimum of £100 plus the nightly rate for the following night after check-out, where required, to allow for specialist cleaning, deodorising or treatment. Additional costs may be charged where the actual cost exceeds this amount.
- Illegal Drugs and Prohibited Substances
6.1 Anyone found using, possessing, supplying, or being under the influence of illegal drugs or substances classified under the Misuse of Drugs Act 1971 may be reported to the police and asked to leave the premises immediately without refund.
6.2 Any evidence or reasonable suspicion of illegal drug use, supply or possession on our premises may be reported to the police.
6.3 Guests may be charged for any cleaning, damage, lost revenue, contractor attendance or other costs arising from drug use or suspected drug use.
- Housekeeping,Linenand Towels
7.1 No daily housekeeping service is provided unless expressly stated in your booking. Linens and bath towels are included in the property.
7.2 Daily housekeeping or additional housekeeping may be available at an additional charge.
7.3 Towels and linens must not be removed from the property.
7.4 Guests must not use property towels for beaches, pets, cleaning, hair dye, fake tan, make-up removal or any other purpose likely to cause staining or damage.
- Falsified Bookings
8.1 Any booking obtained under false pretence, including incorrect guest numbers, false identity, misleading purpose of stay or unauthorised third-party booking, may be cancelled immediately.
8.2 In such circumstances, advance payments, deposits and accommodation fees may be forfeited, and the party may not be permitted to check in or may be required to leave immediately.
- Cancellation or Changes to Your Booking by Us
9.1 In the unlikely event that we have to cancel or make a significant change to your accommodation, we will use reasonable efforts to contact you as soon as possible to explain what has happened and inform you of the cancellation or change.
9.2 If possible, we will offer suitable alternative accommodation. If the alternative is unacceptable to you, the booking will be treated as cancelled and we will refund any money you have paid to us within 14 days of cancellation.
9.3 We shall not be liable for changes, cancellations or any other effect on your booking due to events beyond our reasonable control, known as force majeure. Such events may include, but are not limited to, war or threat of war, civil unrest, terrorist activity, industrial dispute, natural or man-made disaster, fire, flood, adverse weather conditions, utility failure, epidemic, pandemic, government restriction, building emergency, maintenance emergency, or any similar event outside our control.
9.4 If you wish to alter your booking, we will use reasonable efforts to accommodate your requirements. You will be responsible for any additional expenses incurred as a result of the alteration. Any alteration remains subject to availability, the applicable property or rate-plan terms, and any cancellation or amendment policy stated at the time of booking. We may also charge an amendment fee to cover administrative costs.
- Cancellation by You
10.1 Any cancellation must be notified to us in writing. The day we receive your written notification is the date on which your booking is cancelled.
10.2 The cancellation period and cancellation charges applicable to your booking will be the cancellation terms stated at the time of booking, which may vary by property, rate plan, booking channel, offer, length of stay, or booking type.
10.3 Some bookings may allow free cancellation up to 24 hours before the date of arrival. Other bookings, including selected properties, discounted rates, longer stays, special offers, non-refundable bookings, or bookings made through third-party platforms, may have a different cancellation period, including but not limited to 7 days, 14 days, or non-refundable terms.
10.4 Where your booking allows free cancellation, cancellation must be received in writing before the applicable cancellation deadline. If cancellation is received after the applicable deadline, or in the case of a no-show, the cancellation charge stated at the time of booking will apply. This may include the total price of the reservation.
10.5 Where a booking has been made through a third-party booking agent or online travel agent, the cancellation policy shown on that platform, confirmation email, or booking documentation may apply.
10.6 No refunds will be made for non-arrivals unless otherwise required by law or expressly agreed by Donnini in writing.
10.7 Donnini may, at its sole discretion, waive or reduce cancellation charges, but is not obliged to do so.
- Death, Personal Injury or Loss of Property
11.1 We shall have no liability to you for death or personal injury to you or any members of your party unless this results from negligence or an act or omission on our part.
11.2 Guests using their own electrical appliances, including but not limited to hairdryers, curlers, straighteners, tongs, shavers, personal computers, chargers, personal stereos or similar items, must use them safely and in accordance with manufacturer instructions.
11.3 Non-UK plugs must not be used without the appropriate adaptor or transformer. Unsafe electrical use is a serious fire risk.
11.4 Guests must ensure that all heated appliances are switched off, unplugged where appropriate, and stored safely before leaving the property or going to sleep.
11.5 Guests found to be in breach of this rule may be asked to leave with immediate effect and without refund.
11.6 You must take all necessary steps to safeguard your personal property. We accept no liability for damage to or loss of personal property unless caused by negligence on our part.
11.7 Cars and their contents are parked at the owner’s risk. Please ensure vehicles are locked and possessions are left out of sight.
11.8 Property left in the accommodation will be kept for one week after departure or forwarded at the guest’s expense. After this period, items may be disposed of, donated or otherwise dealt with at our discretion.
11.9 If a guest is found to still be occupying the property beyond the designated check-out time without prior arrangement, we reserve the right to remove the guest’s possessions from the property. Items will be stored at Donnini’s head office in Ayr for collection.
- Keys and Access
12.1 Unless otherwise agreed, we will issue the client or guest one set of keys or access instructions for the property.
12.2 If the client or guest loses keys, access fobs, parking permits or similar items, they must notify us as soon as possible. We may instruct a locksmith or contractor to change locks, replace keys or secure the property, and the cost will be charged to the client or guest.
12.3 If the guest locks themselves out of the property and requires assistance to re-enter, we reserve the right to charge an administration fee, contractor fee or call-out charge.
12.4 Donnini will retain keys or access rights to the property and may access the property to provide services, undertake maintenance, inspect the property, carry out repairs, respond to emergencies, investigate suspected damage, or ensure compliance with these Terms & Conditions.
12.5 We reserve the right to enter the property at any reasonable time during your stay for essential maintenance, inspection, repairs, suspected damage, suspected breach of terms, health and safety reasons, or in case of emergency. We will make reasonable efforts to contact you before entering the property, except in an emergency or where immediate access is reasonably required.
- Services
13.1 We cannot be held responsible for any failure or interruption to services at the property, including but not limited to gas, water, electricity, heating, internet, television, appliances, lifts, entry systems or parking.
13.2 We are not liable for any damage, disturbance, disruption or noise caused as a result of maintenance work, emergency repairs, building works, utility works or works being carried out in any part of the building or neighbouring properties.
13.3 Where a service issue is reported, we will use reasonable efforts to resolve the matter as soon as practicable.
- Wireless Broadband Internet
14.1 Wireless broadband internet is usually available at our properties. However, internet access is not guaranteed and is not a contractual provision unless expressly stated otherwise.
14.2 Donnini will not be liable for loss of internet service due to connection issues, environmental factors, supplier faults, building issues, human error, maintenance, outage or any other reason beyond our reasonable control.
14.3 No technical support service is provided.
14.4 Donnini does not accept responsibility for any damage to your computer, device, software or data, nor for the security of any data transferred over the internet.
14.5 Guests are responsible for protecting their own devices from loss of data, unauthorised access, viruses, malware or other security risks.
- MaintenanceCall-Outs
15.1 Should a guest or client report that a service, appliance, system or item is faulty, and subsequent inspection confirms that it was not faulty but was not being operated correctly by the guest, we reserve the right to charge the guest or client for the maintenance call-out.
15.2 This may include situations where usage instructions have been provided but not followed.
15.3 Guests must not attempt to carry out repairs themselves. Any plumbing, electrical, heating, appliance or general maintenance issue must be reported to Donnini as soon as reasonably practicable.
- Client and Guest Obligations
16.1 The client guarantees that all guests and visitors will comply with these obligations.
16.2 Guests must not keep any animals, insects, birds or reptiles in the property unless authorised in advance.
16.3 Well-behaved and quiet pets are permitted only in selected properties and only where authorised in advance. A pet fee may apply and will be collected after booking or before arrival.
16.4 If complaints are received regarding disturbance, damage, fouling, odour, noise or nuisance caused by pets, the guest may be asked to leave immediately without refund.
16.5 Communal blocks can only accommodate one pet per stay unless otherwise agreed in writing.
16.6 Pets must not be left unattended in the property under any circumstances.
16.7 Where guests with small children occupy the property, the guest is responsible for providing all suitable childproofing and safety equipment.
16.8 Guests must not do or permit any act that would make any insurance policy on the property void or voidable, or increase the insurance premium.
16.9 Guests must not do anything that may cause nuisance, annoyance, disturbance, inconvenience or distress to owners, neighbours, other occupiers, staff, contractors, guests or residents of adjoining properties.
16.10 Guests must not do anything at the property that is illegal, immoral, unsafe, antisocial or disruptive.
16.11 Noise disturbance after 11pm and before 7am may be reported to the local council or other relevant authority.
16.12 Parties, events, gatherings, excessive noise, antisocial behaviour and unauthorised visitors are strictly prohibited unless expressly agreed in writing by Donnini.
16.13 At the end of the accommodation period, guests must clear the property of their belongings and leave the property in good repair and clean condition.
16.14 Guests must make good, pay for repair, or replace any fixtures, furniture, furnishings, appliances, contents or other items that are broken, lost, damaged or destroyed, except for reasonable wear and tear.
16.15 Guests must use the property for residential accommodation purposes only and not for business or commercial use.
16.16 Guests must not make any alterations, additions or modifications to the property.
16.17 Guests must indemnify and keep the owners and Donnini fully indemnified against all losses, claims, demands, actions, proceedings, damages, costs, expenses or other liability arising from any breach of these Terms & Conditions or misuse of the property.
16.18 Guests must not assign, under-let, sub-licence, charge, share, transfer or part with possession of the whole or any part of the property.
16.19 Guests must not take in lodgers or share occupation of the property with any person not included in the booking.
16.20 Guests must not sell, loan, charge, remove, dispose of or part with possession of any contents located at the property, including furniture, fixtures, fittings, appliances, linen, towels, accessories or equipment.
16.21 Guests must not hang flower pots, clothing, towels, flags, banners or any similar item outside the property, from windows, balconies, railings or communal areas.
16.22 Guests must not block sinks, baths, showers, toilets, drains, lavatory cisterns, waste pipes or soil pipes, or put noxious, damaging, unsuitable or excessive substances into them.
16.23 Guests must not leave entrance doors or windows open when the property is unattended. All doors and windows must be properly closed and locked when guests are not in the property and during bad weather.
16.24 Guests must take reasonable precautions to prevent condensation, damp and mould by keeping the property adequately ventilated and heated.
16.25 Extractor fans located in bathrooms and en-suites must be used where provided to prevent damage to the property.
16.26 Guests must not change any lock, have duplicate keys made, or interfere with any access system.
16.27 Guests must report any plumbing, electrical, heating, appliance or general problem to Donnini as soon as reasonably practicable and must not attempt to remedy such problems themselves.
16.28 Guests are responsible for maintaining suitable insurance for their own personal property kept at the property or on their person.
16.29 Guests must use all equipment provided at the property strictly in accordance with operating instructions and only for its intended use.
16.30 Guests must not leave or store valuable personal possessions anywhere in the property where they can be easily viewed by third parties.
16.31 Guests must not play ball games inside the property, within communal areas, car parks or grounds of the property.
16.32 Guests must ensure that the number of people occupying the property does not exceed the maximum permitted occupancy stated in the booking.
16.33 Guests must use all cleaning products, liquids, tablets and similar items strictly in accordance with usage instructions and must keep them out of reach of children. Donnini accepts no liability for misuse of products supplied.
16.34 Guests must not install or use portable cooking appliances, camping stoves, portable heaters, gas appliances, deep fat fryers, barbecues, hot plates or similar items in the property.
16.35 Guests must not partake in “hot bedding”. Two or more people must not share a bed at different times in a shift-like manner.
16.36 Guests must treat all communal areas within residential buildings with care and respect.
16.37 Guests must use car parks responsibly, keeping spaces tidy and accessible. Obstructing parking spaces, parking dangerously, blocking access, parking in unauthorised areas or causing inconvenience to others is strictly prohibited.
16.38 Failure to comply with car park rules or communal area rules may result in termination of stay without compensation.
- Health and Safety
17.1 We want your stay to be as comfortable and safe as possible. Failure to comply with this section may be considered a serious breach of contract and may result in the guest being asked to leave.
17.2 Guests must keep the property free from hazardous objects, substances or conditions at all times.
17.3 Guests must not leave the property in a condition that would make it unsafe for housekeepers, staff, contractors, guests, visitors or themselves to enter or use.
17.4 Guests must comply with all fire safety, building safety and property-specific instructions provided by Donnini.
17.5 Fire exits, communal doors, stairwells, corridors and access routes must not be blocked or obstructed.
17.6 Fire alarms, smoke detectors, heat detectors, carbon monoxide detectors, fire extinguishers, fire blankets and any other safety equipment must not be tampered with, covered, removed, disabled or misused.
17.7 Any misuse of fire safety equipment, deliberate fire alarm activation, or avoidable fire service call-out may result in charges and immediate termination of stay without refund.
- Termination of this Agreement
18.1 This agreement may be ended by Donnini without notice if:
18.1.1 The accommodation fee or any other sum due is not paid on time;
18.1.2 The client, guest or visitor is in breach of any of these Terms & Conditions;
18.1.3 The client becomes bankrupt, has an administration order made against them, or has a judgement enforced or entered against them;
18.1.4 Donnini reasonably considers that the guest’s behaviour is unsafe, illegal, antisocial, disruptive, damaging, threatening or in serious breach of these Terms & Conditions.
18.2 Donnini may also terminate this agreement at any time by giving the client written notice.
18.3 On termination or at the end of the accommodation period, the client and guest must return all keys, fobs, permits and access items to Donnini and give Donnini vacant possession of the property.
18.4 Where a stay is terminated due to breach of these Terms & Conditions, no refund will be due for unused nights, and the guest or client may be charged for any resulting costs, losses, damage, cleaning, call-outs or lost revenue.
- Data Protection and Call Recording
19.1 Donnini is required to collect and process certain personal data about clients and guests for operational, contractual, legal, safety, security, accounting and regulatory purposes.
19.2 Personal data will be processed in accordance with applicable data protection law, including the UK General Data Protection Regulation and the Data Protection Act 2018.
19.3 Personal data may be used for purposes including managing bookings, processing payments, verifying identity, communicating with guests, managing deposits and charges, complying with legal obligations, preventing fraud, ensuring safety and security, resolving complaints, and protecting the property, guests, staff and owners.
19.4 Personal data will be kept secure and will not be retained for longer than necessary for the purpose for which it was collected, unless a longer retention period is required or permitted by law.
19.5 Personal data may be shared with third parties where reasonably necessary, including booking agents, payment processors, property owners, contractors, professional advisers, insurers, law enforcement agencies, regulatory bodies, or other parties where required by law or necessary for the performance of the booking.
19.6 Please be aware that calls may be recorded for training, monitoring, quality, safety and dispute resolution purposes.
- Complaints
20.1 All complaints should be notified to Donnini as soon as possible, and we will do our best to resolve them in a timely manner.
20.2 If you are still not satisfied, then within 14 days of the end of your stay, you should put your comments in writing to our address. We will use reasonable efforts to resolve the matter as quickly as possible.
20.3 You may also complain to the booking agent or online travel agent used for your reservation, where applicable.
- Law and Jurisdiction
21.1 These Terms & Conditions and all matters arising from them are subject to the law of Scotland.
21.2 In the event of a dispute, you will be subject to the exclusive jurisdiction of the courts of Scotland.
- Your Statutory Rights
22.1 Your statutory rights are not affected by anything contained within these Terms & Conditions.
- Interpretation
In this agreement, the following words and phrases shall have the following meanings unless the context otherwise requires:
“Donnini”, “Managing Agent”, “Us”, “We” or “Our” means Donnini Apartments Ltd, trading as Donnini, offering serviced accommodation on behalf of property owners.
“Client” means the person who arranges, makes or pays for the accommodation booking. The client may also be the guest.
“Guest” means the person who resides at or occupies the property, including all adult members of the party. The guest may also be the client.
“Visitor” means any person invited to, attending or entering the property during the accommodation period who is not listed as a guest.
“Agreement” means this agreement and these Terms & Conditions.
“Apartment”, “Property” or “Accommodation” means accommodation managed by Donnini on behalf of the owner or owners.
“Booking” means an offer from you to us to hire one of our properties on the terms of this agreement following your provision of sufficient information to enable us to complete the booking process, whether by telephone, email, website, online travel agent, booking platform, third-party agent or any other method.
“Fee” means the rental or accommodation charge for the property and inclusive services, payable in advance unless otherwise agreed in writing.
“Furniture and Appliances” means furniture, furnishings, appliances, fixtures, fittings, equipment and other items usually found within the property or otherwise agreed to be provided.
“Inclusive Services” means the services included in the accommodation fee, which may include utilities, council tax, TV licence, linen, towels and housekeeping, depending on the property and booking type.
“Serviced Accommodation” means a fully furnished and equipped property, apartment, room or accommodation unit, accessed where applicable by corridors, stairwells and common parts of the building, and inclusive of relevant utilities and services as specified in the booking.
Donnini Apartments is a trading division of Donnini Apartments Ltd.