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Terms and conditions



These conditions govern all bookings made with Urban Stay (“Urban Stay” “us “we”) registered in


England under number 8964797 whose registered office is at 2 Crawford Gardens, Palmers Green,


London, N13 5TD.  You (“you“ “the booker“ and all members of your party collectively called “the guests“) accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others.  In addition by visiting or using our website you agree to comply with the Site Terms.


1.1 Your Booking








1.2 Special Requests


We will endeavour to do everything we can to help guests with special requirements. Please ensure we are made aware in writing, of any special requirements at time of booking so we can help you select the most suitable apartment for your needs. Although we will endeavour to meet any reasonable requests no guarantees can be given that any request will be met. Conditional bookings cannot be accepted i.e. any booking which is specified to be conditional on the fulfillment of a particular request.


1.3 Group Bookings


We consider a group to be three apartments or more being booked in the same city for similar dates.  Special conditions may apply and these will be advised at the time of booking. Cancellation charges may differ to those in clause Cl.4.5 and will be advised at the time of booking.


2.1 Payment


Payment in full is required at the time of booking unless otherwise agreed. If payment does not reach us at the required time we reserve the right to suspend or cancel any booking made.  Any late payments will result in interest being charged at 4% above Bank of England base rate for the period concerned.


Payment should be made in Pounds Sterling or Euro by:



A transaction fee of 4% on the total payable will apply to Diners Club and American Express Card



(Amex) and 3.5% to Visa Credit Card and MasterCard payments. There is no transaction fee on


Visa Debit Card or Maestro/ Solo payments. Credit card details must match the security checks.


We may pass your debit/credit card details to a third party to process any payments. Credit card fees are not refundable in any circumstances.




2.2 Security Deposit


A  Security Deposit to cover “additional charges “ ( see cl.12), including breakages, damages, extra cleaning and further accommodation charges incurred during your stay, may be taken and you will be advised whether this is payable at the time of booking or on arrival at the apartment.


2.3 Payment of Additional Charges


Valid credit/debit card details must be supplied at the time of booking and/or upon arrival at the apartments to cover “additional charges “(see cl.12.).


These charges will be deducted from any Security Deposit held or from a debit/credit card supplied and any balance on the security deposit will be refunded. A written statement of the “additional charges” will be sent to you. In the event that payment under a debit/credit card is declined, or no card details are provided, we reserve the right to invoice the booker or guest direct for these charges.


3.1 Pricing


The rates we advertise are to the best of our knowledge correct at the date of publication but we reserve the right to change any rates from time to time. Prior to the
booking being confirmed rates quoted are based on the rates prevailing at the time but are subject to change.  Once a booking has been confirmed we will not change the rate quoted unless you amend the booking or our cost of supplying the accommodation changes as a result of tax changes or currency fluctuations beyond our control.  VAT is charged at the rate in force at the time of booking.


4.1 Changes, Extensions and Cancellations


All requests for changes, extensions and cancellations must be made in writing directly to us.


(Accordingly, if your booking is not changed, extended or cancelled through us you will be liable to pay us the full amount of the booking.)


4.2 Changes


If you wish to change any detail of your confirmed booking we will do our best to make the change.  Changes to the arrival date to later than the original date confirmed will be treated as a cancellation under Clause 4.4 and 4.5 below.All changes of date are subject to availability.  Should any change be rejected, the original booking will be re-instated.  Name changes or child age changes will not incur any charges or administration fee.


4.3 Extensions


If you wish to extend a stay please give us as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change.


Where notice to extend a stay has been given, we reserve the right to take all additional payments and charges from any credit/debit card used to make the original booking, or an invoice for the extended period will be sent to your billing address and payment must be made by return.


4.4 Cancellations






4.5 Notice Period


Cancellation charges relate to the date prior to arrival when we are notified of the cancellation and will determine the cancellation charges incurred according to the scale below.


These notice periods also apply to early departure, postponed arrival or reduction in the number of minimum nights stay. For group bookings the cancellation is 7 working days’ notice per apartment booked.  If three apartments are booked, our notification period is therefore 21 working days, etc.




All bookings incur a penalty of one night for each business day that we are not informed adequately.  Adequate cancellation is considered 7 working days’ notice in writing.


5.1 Changes by Us


We do not expect to have to make any changes to your booking however occasionally bookings have to be changed or cancelled or errors in information or other details corrected and  we reserve the right to do so.  If this does happen, we will contact you by telephone or email where reasonably possible.  If a change has to be made or your booking has to be cancelled we will, if possible, offer you an alternative apartment of similar type and standard in a similar location for the same period.  If you do not wish to accept a change or any alternative apartment offered or we cannot offer you a suitable alternative apartment, you may be entitled to cancel your booking and receive a refund unless this is the result of an Event beyond our Control – see below.  You should tell us as soon as possible whether you wish to accept any change or alternative apartment offered or alternatively if you want a refund.


Events beyond our Control include but are not limited to the following: act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any license or consent), fire, flood, lightning, explosion, fog or bad weather, epidemic, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations and building work undertaken at the property or in the local area, strikes, lockouts or boycotts, embargo, blockade.


6.1 Insurance


We are not responsible for the theft and/or damage of your personal belongings during your stay in any apartment booked.  Therefore you are advised to ensure you have appropriate insurances in place. In addition you are advised to ensure you have appropriate travel insurance to cover cancellation and medical expenses.


7.1 Website


Reasonable care has been taken to ensure that the content of our website (and/or other means of promotion or advertising) is correct but it is subject to amendment at any time without notice. All content on our website (and/or other means of promotion or advertising) is published in good faith but you acknowledge that we cannot check the accuracy of all information provided.  Given 29 the above factors, we do not warrant that any of the content on our website (and/or other means of promotion or advertising) accurately or completely describes any of the apartments. Our website may link to other websites and we are not responsible for the data policies, content or


security of these linked websites.   Our website (and/or other means of promotion or advertising) will only have a general representation of the accommodation shown. Actual apartment size, design, fixtures, furnishings and facilities may vary.


8.1 Liability


We are responsible for our own operated apartments, subject to these conditions.


All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with us and these conditions shall apply in their place.


However, nothing in these terms and conditions shall affect your statutory rights if you are a consumer.  Nothing in these terms and conditions limits or excludes our  liability for death or personal injury resulting from negligence; or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us, or any liability that cannot by law be excluded.


Subject to the paragraph above, we shall not be liable for any loss of profits, loss of business, depletion of goodwill and/or similar losses, loss of anticipated savings, loss of goods, loss of contract, loss of use, loss of corruption of data or information, or any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses.


If you are booking for, as or on behalf of a business or business employee, that business shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with your, or your business’s, breach or negligent performance or non-performance of these terms and conditions.  If you are booking for, as, or on behalf of a business or business  employee, our total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to us under your booking.


Other than in relation to death or personal injury caused by our negligence, or any other liability that by law cannot be excluded or restricted, our liability to you in relation to these conditions is limited to the higher of (i) GBP £1,000; and (ii) the value of the booking made with us.


9.1 Your Accommodation


All apartments are occupied as serviced apartments and are only to be used as temporary or holiday accommodation for you, or your organisation.  They are not for use as the principal, additional home or residence of guests; you will not be entitled to a tenancy or an assured shorthold or assured tenancy.  No relationship of landlord and tenant is created and no statutory security of tenure exists now or when the period of occupation ends. If you or any member of your party fails to vacate at the end of the period you will be charged the appropriate accommodation charges for the continued period of occupation. No persons other than the guests have the right to use the apartment.

These conditions constitute an excluded agreement under S(3A)(7)(a)of the Protection from Eviction Act 1977 (as amended) and cannot be construed as an assured tenancy under the Housing Act 1988 (as amended).


We cannot guarantee an exact apartment number prior to arrival.  The maximum guests in an apartment is determined by the number of beds in the apartment. If the maximum number is 30 exceeded then we may refuse access to the accommodation and/or reserve the right to charge for additional apartments.


9.2  Arriving and Departing


Apartments are available from 2pm on the day of arrival to 11am on the day of departure. Early arrival or late departure may be available for an additional charge but cannot be guaranteed unless booked from the night before arrival or for the night after departure.


9.3  Access to Your Apartment


Key collection details will be provided to you (via your booker where applicable) prior to arrival.


Our apartments do not have reception, therefore it is mandatory to tell us the date and time of your arrival so that we may arrange a personal meet & greet service in order to hand over your keys.  It is essential that you have this information with you on arrival and, where notified, contact us in advance to confirm the arrival procedure.


9.4    Departure


The procedure for departure will be confirmed on arrival.


10.1 Facilities and Services


The following information applies to Urban Stay operated apartments.







preferred supplier is made aware of, and rectifies, such problems within a reasonable period.



11.1 Guest Responsibility


Guests are expected to comply with any regulations for use of the apartment. These are available on arrival usually in the Guest Welcome Guide, in the apartment. If any guest breaches any of these conditions or the regulations, we reserve the right to request a guest vacate their apartment immediately without refund.











12.1 Additional Charges




As a guide additional charges include, but is not limited to the following:


As a guide additional charges include, but are not limited to the following:







VAT and local taxes are payable on all additional charges and where the level of the additional charges is not specified in these conditions, we will charge you the actual cost together with any administration costs. Prices for additional charges may change at any time. For payment of additional charges see cl.2.3 above.


13.1 Health and Safety


We take the health and safety of all our guests seriously. On arrival you should familiarise yourself with the layout of the apartment and building and the health and safety procedures as detailed in your apartment.


14.1 Quality and Feedback


We are committed to providing quality accommodation and conduct regular audits to ensure that high standards are maintained at the apartments.  We also welcome feedback from our guests and ask them to complete a guest satisfaction survey on departure. We value this feedback which provides us with useful information on how we can improve our services further.


15.1 Complaints


In the unlikely event that you are dissatisfied with any aspect of your accommodation please notify Urban Stay’s management team soon as possible in the first instance. If you do not give us the opportunity to resolve a problem during your stay, this may affect the final outcome of any complaint received. We aim to deliver the best possible customer service, but in the unlikely event that you are dissatisfied with our service, please contact us by email at info@urban-stay.co.uk.


16.1 Privacy


We may use your contact details to tell you about our services and apartments including special offers that we think may be of interest to you. If you do not want us to use your contact information please let us know by email via info@urban-stay.co.uk.  All information collected or properly obtained during the booking process will be processed in accordance with our Privacy Policy which is incorporated into these conditions. Telephone calls may be monitored and /or recorded as a security measure, to help us to train our staff and improve our service to you


17.1 General


We reserve the right to change these conditions from time to time. If guests are in breach of any of these conditions, we reserve the right to request that guests vacate their apartment immediately.  These conditions shall be governed by and construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.


URBAN STAY  – Last update: 16th September 2014

Shard View Apartments at Monument

19 St Mary at Hill, Monument, London, EC3R 8EE

Monument - 3 mins (0.1 miles)

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Apartment Facilities

  • Alarm Clock
  • Coffee Maker
  • Cooling Fan
  • Dishwasher
  • Dryer
  • DVD Player
  • Hi Fi System
  • Iron and Board
  • Linen and Towels
  • Wi Fi Internet Access
  • Smart TV
  • Washing Machine
  • hair dryer

General Facilities

  • Lift
  • Recycling Facilities
  • Luggage Storage
  • Weekly Housekeeping
  • Weekly Towel and Linen Change
  • Welcome Guide
  • Welcome Basket
  • Security Cameras
  • Secure Video Entry

Chargeable Facilities

  • Additional Cleaning
  • Cot / Crib
  • Additional Bed
  • Sofa bed
  • Use of Telephone
  • Pets Allowed

More Information

  • Unobstructed view of The Shard
  • Lift to all floors

The beautiful Shard View Apartments at Monument by Urban Stay opened in March 2016.  The stunning serviced apartments are located in the heart of the City, so is ideal for business and pleasure alike.  Close to Monument, Tower Hill and Fenchuch Street Stations (all can be reached on foot in around 8 minutes), as well as London Bridge Station across the River Thames, which can be walked to in under 15 minutes.

Situated on a quaint side street running between Lower Thames Street and Eastcheap, all of the one and two bedroom apartments enjoy incredible unobstructed views of The Shard through lovely floor-to-ceiling windows in the living room.  Light, bright and spacious, the flats feature open plan kitchens with oven, hob, dishwasher and washing machine.  Chic furnishings and stylish decor allow you to relax in a wonderful environment that includes large flat screen HD TV, as well as high speed broadband.

Set in a wonderful old red brick building, complete with original clock tower, The Shard View Apartments property has a lift to all floors and has been tastefully refurbished throughout.  All leisure or corporate guests will relish a stay at these great apartments.  Whether relaxing in the luxury of a private home from home or exploring the surrounding area (step outside for some of the very best pubs, cafes, restaurants and shops), it is ideal accommodation in the heart of the City of London.


Monument - 3 mins (0.1 miles)

London Bridge Hospital part of HCA Healthcare UK - (0.39 miles)


  • Low-Season Rates

Low-Season Rates

Applicable Dates:

  • StartMarch 1
  • EndDecember 31
Apartment SizeDescriptionPersons (Max)Per NightPer WeekPer Month
1 Bedroom2 On Request £1,155 On Request
2 Bedrooms

2 shower rooms

4 On Request £1,435 On Request

VAT at 20% for first 28 nights and 4% thereafter

Near This Location