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SERVICED ACCOMMODATION
FAQ's
Frequently asked questions
We operate on a contactless check in. Prior to your arrival you will be contacted by a member of the SASCO office team to take the payment of the damage deposit and request a photo ID of either a Passport or Drivers/Provisional Licence which matches the named booker and the payer of the damage deposit. Once this has been received you will be sent all the check in details via email*. These details will have access codes for the property, where to park if there is on-site parking, information of where the sofa-bedding is stored etc. The team endeavours to make this a smooth and simple process so you can sit back, relax and enjoy your time away.
*Check in details are sent a maximum of two days in advance of your stay to ensure all the access codes are updated and accurate for your check in.
Our standard check in is from 4pm and check out is at 10am. If you are interested in early check in or late check out, this is something we are very happy to try and accommodate for £24 (including VAT). This is subject to availability, we suggest contacting us the week of your stay to get this confirmed, call on 01253 531534 or email admin@sascouk.com.
A damage deposit is a set fee (this differs between each property) that each party has to pay prior to check in to a property. A damage deposit is taken to cover any damage occurred during your stay or breaking house rules. If there is no damage then the damage deposit is returned the next working day. If charges need to be taken, the guest will be charged according to the price to repair the damage and the remainder will be returned to yourself.
A third party booking agency such as booking.com or airbnb does not take your damage deposit. The damage deposit will be taken by SASCO prior to your check in, between the office hours of 9am-5pm in the days leading up to your stay. You will be contacted by them via a phone call from their office number - 01253 531534.
Please see full T&C’s of damage deposit below.
Cleaning Charge - If the apartment is not left in a respectable state at check out resulting in excess cleaning, this extra cost will be taken from your deposit. Please leave the property in a state you would expect to find it. Please remove all your rubbish from the property on departure including fridge contents. If for any reason the cleaners have been delayed entering the property from 10am such as no keys left, you haven’t vacated yet, this will result in an hourly rate of £18 p/h taken from the deposit as this is what we pay the cleaners for their time.
Safety deposit- As the booker you take full responsibility for any loss/damaged or stolen items at the property. This will be taken from the deposit, the deposit is your full liability for any damage/loss or stolen items. If any of these items exceed the deposit amount, you are then liable for these extra costs. Any extra monies that are owed on top of the deposit will be taken from the card details provided to pay the deposit.
If there is any smoking or use of narcotics in the property this will result in the full loss of the deposit paid. Please observe our house rules in the apartments, failure to abide by the rules can result in the loss of your deposit also.
Be respectful of noise when staying in our property as we have neighbours, any complaints will also result in a loss of your safety deposit. We have a maximum capacity on all properties for the health and safety regulations, this is the maximum number of guests that can be booked for the property, if it is found there is more than the maximum capacity within the property then this will also result in loss of damage deposit.
Please note if there is anything we as a management company need to take action on such as damages, stolen items, noise complaints, this will also result in an additional admin fee dealing with this at an hourly rate of £20 and +VAT is applicable. Please note this gets refunded the next working day after your departure and can take up to 5 working days to go back into your bank depending on who you are with. If we have charged your deposit and is shown as pending on your account, once cancelled this will no longer show on your account. If you pay your deposit via our payment portal we will refund the money and this will be shown as returned. If you do not hear from us that means everything was ok!
Issues - On arrival into the property it is imperative you contact Sasco on 01253 531 534 should you find anything broken, damaged or not working within a few hours. If anything is found to be damaged, not working, broken or missing following your stay, the costs incurred for rectifying this will be taken from your deposit. The cleaner does a full check of the property when guests leave to ensure that all items in the property prior to your arrival are working and in good repair. This includes TV, oven, microwave, furniture, lamps, linen etc. Should you have any issues at all please contact us immediately.
When checking out if the cleaner then points out anything has been missing, we will have to charge if we have not heard anything from you before or during your stay.
Keys - Please ensure the lockbox is shut back and the numbers are scrambled so no one else can access the number. Please also note if the keys aren’t back in the key box when checking out, we have to change the locks and this will come out of your deposit.
Lost Property - Anything left in the property will be held in our office for 7 days, after the 7 days any lost property will be disposed of. To return left items is it the cost of postage + admin fee above and will be taken from your damage deposit
Our cancellation policy is set across all our properties. We offer a full refund on all cancelled stays before 30 days of arrival and for bookings in the first 24 hours of making the reservation. Once you are within the 30 days of arrival your full nights stay will be charged but your cleaning fee will be refunded.
If you have booked through a third party booking site you must cancel via this site to process the cancellation and ensure the correct refund is made.
For all T&Cs please see the link at the bottom or enquire at admin@sascouk.com
This can be used throughout all of our apartments and does not need to be the same apartment to get your stamps. Stamps can only be redeemed from direct bookings.
This will work by: the email used for your direct booking will be held in our loyalty scheme, each booking will add a stamp to your loyalty card and after 6 direct bookings with that email, you will receive £100 off your next night stay. The £100 night stay discount cannot be used in conjunction with any other discounts.
SASCO has a 24/7 emergency phone line which is always connected to a member of staff. The office is open 9am-5pm for all general enquiries and then reconnects to an emergency line from 5pm-9am for guests who are currently staying in a SASCO property. Any problems please call so we can rectify your issues to ensure you have the best stay it can possibly be. Please do not email any emergencies from 5pm-9am as they are not monitored out of office hours.
Call 01253 531534 - hold through the pre-recorded message and you will be connected to the out of office staff. If the line is busy you will be called back asap.
NHS Non-Emergency - 111
Police Non-Emergency - 101
Emergency (Police, Ambulance, Fire) - 999
Yes! Prior to your arrival all the beds will have been made with fresh linen and towels for each guest. A hand towel is provided in each bathroom and a t-towel will be supplied in each kitchen. All the linen hire and laundry is done by a local company, who provide a first rate standard of cleaning, providing not just to ourselves but a number of hospitality vendors across the area, as well as the NHS.
In all accommodation a cleaning fee is charged, in places like a hotel this fee is simply included in the overall price. Whereas we have the fee broken down. When booking through a platform the cleaning fee will have been itemised on your confirmation. The full payment of the nights stay, cleaning fee and pre-authorised payment of the damage deposit must all be paid before you can check in.
If you had to make a cancellation within the 30 days of your arrival, your full cleaning fee would be returned to you. Providing you cancel prior to your check in time on the date of arrival, either with ourselves if you booked direct or with the third party booking platform you initially made the reservation with.
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