Terms & Conditions
Last updated: September 2026
These Terms and Conditions apply to bookings and stays at The Burlington Collection, Burlington Place, 1 The Esplanade, Sheringham, Norfolk, NR26 8LG (“The Burlington Collection”, “we”, “us” or “our”).
By making a booking, you confirm that you have read, understood and agree to these Terms and Conditions on behalf of yourself and all members of your party.
1. Making a Booking
Bookings may be made directly with The Burlington Collection or through an authorised third-party booking platform.
A booking is not confirmed until you have received a booking confirmation.
The person making the booking must be at least 18 years old and have the authority to accept these Terms and Conditions on behalf of everyone included in the booking.
You are responsible for ensuring that all information supplied when making a booking is complete and accurate.
Where a booking is made through a third-party booking platform, additional or alternative booking, payment and cancellation conditions displayed by that platform may apply.
2. Prices and Payment
The price payable is the price confirmed at the time your booking is made.
Prices may vary according to the apartment selected, dates of stay, length of stay, occupancy and booking method.
Any applicable taxes, charges or additional fees will be displayed during the booking process or communicated to you before the booking is confirmed.
Payment must be made in accordance with the payment terms shown when you make your booking.
We reserve the right to cancel a booking where payment has not been received by the required date.
3. Security and Damage Deposit
A refundable security or damage deposit may be required in connection with your stay.
Where applicable, the amount and method of collection will be confirmed as part of your booking. Our standard damage deposit is currently £96, unless a different amount is stated in your booking confirmation.
The deposit may be used towards the reasonable cost of:
damage to the apartment, building, furniture, fixtures or equipment;
missing items;
excessive cleaning;
replacement keys, fobs or access devices;
damage caused to communal areas;
unauthorised smoking;
unauthorised guests or parties; or
other losses resulting from a breach of these Terms and Conditions.
Where no deductions are required, the deposit will normally be returned within 7 days following check-out, subject to the processing times of your bank, card provider or booking platform.
If the reasonable cost of damage or loss exceeds the deposit held, we reserve the right to seek payment of the additional amount from the person who made the booking.
4. Check-In and Check-Out
Unless otherwise confirmed in writing:
Check-in is from 2:00pm.
Check-out is by 10:00am on the day of departure.
Guests may be asked to provide an estimated arrival time before their stay.
Early check-in or late check-out is only available where agreed by us in advance.
Unauthorised late departure may result in an additional charge where it causes additional cleaning costs, staffing costs or disruption to the next booking.
5. Occupancy
The maximum number of guests permitted to stay in an apartment is the occupancy stated for that apartment at the time of booking.
The apartment must not be occupied by more people than have been included in the booking without our prior permission.
Only registered guests are permitted to stay overnight.
We reserve the right to refuse or terminate accommodation where the permitted occupancy is exceeded.
6. Children and Guests Under 18
Children are welcome at The Burlington Collection, subject to the occupancy limits of the apartment booked.
Guests under the age of 18 must be accompanied by a parent, legal guardian or responsible adult.
Any cots or other additional facilities requested for children are subject to availability and may carry an additional charge.
Children must be appropriately supervised at all times, particularly within communal areas of the property.
7. Cancellation and Amendments
Cancellation and amendment terms may vary depending on the rate, apartment, booking platform or offer selected.
The cancellation terms applicable to your reservation will be displayed during the booking process and/or included in your booking confirmation.
Where a booking is made through a third-party booking platform, you should normally make any cancellation or amendment through that platform.
Any refund due will be processed in accordance with the cancellation conditions applying to your booking.
We recommend that guests obtain suitable travel insurance covering cancellation, illness, travel disruption and other circumstances that may prevent them from travelling.
8. Cancellation by The Burlington Collection
In exceptional circumstances, we may need to change or cancel a booking.
This may include circumstances involving serious maintenance issues, utility failures, safety concerns, damage to an apartment or other events outside our reasonable control.
Where we are unable to provide the accommodation booked, we will contact you as soon as reasonably possible.
Depending on the circumstances, we may offer suitable alternative accommodation, alternative dates or a refund of amounts paid directly to us for accommodation that we are unable to provide.
Nothing in these Terms and Conditions affects your statutory rights.
9. Use of the Apartment
The accommodation is provided for temporary holiday, leisure or short-stay accommodation only unless otherwise expressly agreed.
Guests must use the apartment responsibly and take reasonable care of the property and its contents.
You must not:
cause damage to the property or its contents;
behave in a threatening, abusive, dangerous or antisocial manner;
cause unreasonable noise or disturbance;
use the property for illegal purposes;
use the property for commercial events or activities without permission;
interfere with fire, security or safety equipment;
bring hazardous or illegal substances onto the premises; or
allow the property to be occupied by unauthorised guests.
Guests must comply with any reasonable property, building, fire safety or security instructions provided during their stay.
10. Parties and Events
Hen parties, stag parties and similar events are not permitted.
Parties, events, large gatherings or functions must not be held within the apartments without our prior written permission.
We reserve the right to terminate a stay without refund where guests hold an unauthorised party or cause serious disturbance to other residents, guests or neighbouring properties.
11. Noise and Neighbours
The Burlington Collection is situated within a residential development.
Guests are expected to respect neighbouring residents and other guests at all times.
Noise must be kept to a reasonable level, particularly during the evening and overnight.
Persistent or serious disturbance may result in the termination of your stay.
12. Smoking and Vaping
Smoking is not permitted inside the apartments or internal communal areas.
This includes cigarettes, cigars and other smoked products.
Where smoking causes additional cleaning, deodorising or damage, the reasonable cost of putting the property back into an appropriate condition may be charged to the guest.
13. Pets
Pets are only permitted where the apartment or booking specifically states that pets are allowed or where we have provided prior written permission.
Where pets are permitted, owners remain responsible for their behaviour and for any damage or additional cleaning caused.
This provision does not affect legal rights relating to assistance dogs.
14. Parking
Where parking is provided or available, vehicles and their contents are left entirely at the owner’s risk.
Parking availability cannot be guaranteed unless expressly included as part of your booking.
Guests must comply with any parking instructions, restrictions or permit requirements applying to the property.
We are not responsible for loss of or damage to vehicles or their contents except where liability cannot lawfully be excluded.
15. Keys and Property Access
Guests are responsible for keys, access codes, fobs or other access devices provided during their stay.
Access information must not be shared with anyone who is not part of the booking.
Lost or damaged keys, fobs or access devices may result in a reasonable replacement or call-out charge.
Guests must ensure that the apartment is properly secured whenever they leave it.
16. Damage and Breakages
Guests must take reasonable care of the apartment and its contents.
Please report any damage, breakages, defects or maintenance issues as soon as reasonably possible.
You may be responsible for the reasonable cost of repairing damage caused deliberately, negligently or through a failure to take reasonable care by you or members of your party.
Normal wear and tear will not be charged.
17. Cleanliness
The apartment should be left in a reasonably clean and tidy condition on departure.
Normal cleaning following a stay is included unless otherwise stated.
We reserve the right to charge reasonable additional cleaning costs where an apartment has been left in an excessively dirty condition or requires specialist cleaning because of the actions of guests.
18. Personal Belongings
Guests are responsible for their own personal belongings during their stay.
We recommend that valuables are appropriately secured and that guests have adequate travel insurance.
Any items left behind should be reported to us as soon as possible. Where an item is located, we may charge reasonable postage, packaging or courier costs for its return.
Items that remain unclaimed may be disposed of after a reasonable period.
19. Facilities and Services
We make reasonable efforts to ensure that the facilities and services described on our website and booking platforms are available during your stay.
Occasionally a facility may become unavailable because of maintenance, repair, technical failure, weather or circumstances outside our reasonable control.
Internet and Wi-Fi services may be affected by factors outside our control and continuous or uninterrupted availability cannot be guaranteed.
We will take reasonable steps to resolve reported problems as quickly as practicable.
20. Photographs and Property Descriptions
We take reasonable care to ensure that photographs, descriptions and information about our apartments are accurate.
Individual furnishings, decorations, appliances and other minor details may change from time to time.
Photographs are intended to provide a reasonable representation of the accommodation and should not be interpreted as guaranteeing every individual item shown.
21. Problems During Your Stay
If you experience a problem with your accommodation, please contact us as soon as reasonably possible so that we have an opportunity to investigate and, where appropriate, rectify the issue during your stay.
Where reasonably possible, guests should allow us or our authorised contractors access to inspect and remedy reported problems.
Reporting an issue promptly gives us the best opportunity to resolve it.
22. Access to the Property
We respect guests’ privacy during their stay.
However, we or our authorised representatives may require access to an apartment where reasonably necessary for:
emergency situations;
urgent maintenance or repairs;
health and safety reasons;
investigation of a reported problem;
prevention of damage; or
circumstances where we reasonably believe these Terms and Conditions are being seriously breached.
Except in an emergency, we will make reasonable efforts to provide notice before entering an occupied apartment.
23. Health and Safety
Guests must familiarise themselves with any fire and safety information provided at the property.
Fire exits, alarms, extinguishers and other safety equipment must not be obstructed, disabled or misused.
Guests should immediately report any safety concern or damaged safety equipment.
In an emergency, guests should contact the appropriate emergency services by calling 999.
24. CCTV and Security
CCTV may operate in external and communal areas of the building for legitimate security, crime prevention, property protection and safety purposes.
CCTV is not installed within private guest accommodation.
Where CCTV is operated by us, personal data will be handled in accordance with applicable data protection legislation and our Privacy Policy.
Some communal areas may also be subject to CCTV operated by the building owner or management company.
25. Events Outside Our Control
We will not be responsible for a failure or delay in performing our obligations where caused by events outside our reasonable control.
Such events may include severe weather, flooding, fire, utility interruption, government restrictions, transport disruption, building emergencies or other events that could not reasonably have been prevented.
This provision does not exclude any rights or remedies that cannot legally be excluded.
26. Liability
We do not exclude or limit liability where doing so would be unlawful.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot legally be excluded or restricted.
Guests remain responsible for taking reasonable care for their own safety and that of members of their party.
27. Behaviour and Termination of Stay
We reserve the right to require a guest or party to leave the property where there has been a serious breach of these Terms and Conditions, including threatening or abusive behaviour, deliberate damage, illegal activity, serious disturbance, an unauthorised party or conduct creating a genuine risk to people or property.
Where a stay is terminated because of a serious breach by a guest, no refund will normally be provided for the unused portion of the stay, subject always to applicable consumer law.
28. Complaints
We want guests to enjoy their stay and encourage any problem to be reported promptly.
In the first instance, please contact The Burlington Collection using the contact details provided with your booking or through the booking platform used to make your reservation.
We will investigate complaints reasonably and aim to respond as promptly as possible.
If your booking was made through a third-party platform, you may also have rights under that platform’s complaints or dispute-resolution procedure.
29. Website Use
The content of theburlingtoncollection.co.uk is provided for general information and to allow visitors to learn about and book accommodation at The Burlington Collection.
You must not misuse the website, attempt to gain unauthorised access to it, knowingly introduce malicious software or use its content for unlawful purposes.
Website availability is not guaranteed and the website may occasionally be unavailable for maintenance, updates or circumstances outside our control.
30. Intellectual Property
Unless otherwise stated, the text, branding, photographs, graphics and other original content appearing on this website are owned by or licensed to The Burlington Collection.
Content must not be reproduced, distributed or commercially exploited without prior permission, except where permitted by law.
31. Third-Party Websites and Booking Platforms
Our website may contain links to third-party websites or booking services.
Those websites are operated independently and are subject to their own terms, privacy policies and booking conditions.
We are not responsible for the content or operation of third-party websites.
32. Personal Information
Personal information supplied to us will be handled in accordance with applicable UK data protection legislation and our Privacy Policy.
Information may be shared with service providers where reasonably necessary to administer a booking, process payments, operate the accommodation, comply with legal obligations or provide requested services.
Please refer to our Privacy Policy for further information.
33. Changes to These Terms
We may update these Terms and Conditions from time to time.
The terms applicable to an accommodation booking will normally be those in force when the booking is made, together with any specific conditions stated in the booking confirmation.
The latest website version will display the date on which these Terms and Conditions were last updated.
34. Severability
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.
35. Your Statutory Rights
Nothing in these Terms and Conditions is intended to restrict any rights you have under applicable UK consumer law.
Where any provision conflicts with a legal right that cannot be excluded or restricted, that legal right will take precedence.
36. Governing Law
These Terms and Conditions are governed by the laws of England and Wales.
If you are a consumer, you may also benefit from mandatory rights available to you under the laws applicable where you live.
Any dispute will be subject to the jurisdiction of the courts determined by applicable law.
37. Contact Us
For questions concerning a booking, your stay or these Terms and Conditions, please contact:
The Burlington Collection
Burlington Place
1 The Esplanade
Sheringham
Norfolk
NR26 8LG
Telephone: 01263 200500
Website: theburlingtoncollection.co.uk