Booking Terms & Conditions

These terms apply when you book one of our apartments directly with us. Please read them before you book, because by completing a booking you agree to them.

Who you are booking with

Your booking is with Oyster Management Ltd, company number 17308394, registered office 30 Magnolia Avenue, Cliftonville, Margate, England, CT9 3DX. We trade as Whitstable Apartments and also operate apartments in Margate. In these terms, "we" and "us" means Oyster Management Ltd, and "you" means the person making the booking.

Making a booking

The person making the booking must be at least 18 years old and is responsible for everyone in the party, including making sure they follow these terms.

Your booking is confirmed as soon as you complete it and payment is taken. We will send you a confirmation by email. Please check it and tell us straight away if anything is wrong.

You must tell us the correct number of guests. The apartment may not be used by more people than the maximum shown on the listing. If more people stay than you have booked and paid for, we may refuse entry or end the stay without a refund.

Payment

The full amount is taken at the time of booking unless we have agreed otherwise in writing.

Prices are in pounds sterling and include VAT where it applies.

Cancellation by you

If you cancel more than 7 days before your arrival date, you will receive a full refund.

If you cancel 7 days or less before your arrival date, or you do not arrive, the full amount of your booking is charged and no refund is due.

If you book within 7 days of your arrival date, your booking is non-refundable from the moment it is made.

Cancellations must be made in writing to oystermanagementltd@gmail.com. The date we receive your cancellation is the date it takes effect.

If you want to change your dates, contact us and we will do what we can, subject to availability. A change is not confirmed until we confirm it in writing, and a difference in price may apply.

Because you are booking accommodation for specific dates, the 14-day right to cancel under the Consumer Contracts Regulations 2013 does not apply. Your cancellation rights are the ones set out above.

We strongly recommend you take out travel insurance that covers cancellation.

Cancellation by us

We will only cancel or move your booking if we have to, for example because of damage to the property, a failure of an essential service, or something outside our control. If that happens we will offer you another apartment of a similar standard where we have one, or a full refund. We will not be responsible for other costs you have incurred, such as travel.

Arrival and departure

Check-in is from 4:00 PM. Check-out is by 10:00 AM.

Entry is by a key kept in a lockbox outside the apartment door. We send your entry codes and directions before you travel, normally the day before arrival. Please return the key to the lockbox when you leave. A charge may apply for a key that is lost or not returned.

Early check-in and late check-out may be available by arrangement, subject to availability and our cleaning schedule, and a charge may apply.

Access

There is no lift in our Whitstable building. Most apartments are reached by stairs, and the number of steps differs by apartment. The access details for each apartment are on its listing. If you have any accessibility requirements, please contact us before booking and we will tell you honestly which apartment suits you best.

House rules

Our apartments are in residential buildings with permanent residents living alongside guests. The following apply to every booking.

• No parties, events or gatherings beyond the people named on the booking.
• No smoking or vaping anywhere inside the apartment or in the communal areas of the building. If the apartment has to be specially cleaned or treated because of smoking, we will charge the cost.
• No pets unless we have agreed in writing before arrival.
• Please keep noise to a minimum between 10:00 PM and 8:00 AM, particularly in stairwells, hallways and car parks.
• Only the guests named on the booking may stay. Visitors need our approval in advance.
• Please respect neighbouring residents and the shared parts of the building.
• The apartment may not be used for commercial filming, photography or business purposes without our written permission.

If these rules are broken we may end the stay immediately and ask you to leave, without a refund.

Looking after the apartment

Please leave the apartment in a reasonable state, report any damage or faults as soon as you notice them, lock the windows and doors when you go out, and turn off lights, heating and appliances when you are not using them.

We do not take a security deposit on bookings made directly with us. You are still responsible for any damage caused during your stay beyond normal wear and tear, including damage caused by anyone in your party or any visitor, and for any additional cleaning needed as a result. Where that happens we will contact you with details and evidence, and ask you to pay the reasonable cost of repair, replacement or cleaning.

Parking

Where parking is mentioned on a listing it is subject to availability and is not guaranteed. Spaces marked for residents must not be used. We are not responsible for vehicles or anything left in them.

Safety

Please read the safety information in the apartment when you arrive. Do not tamper with smoke alarms, carbon monoxide alarms, fire doors, fire equipment or escape routes. In an emergency, call 999 first, then tell us.

Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.

We are not responsible for loss or damage that was not foreseeable, for your own belongings left in the apartment or the building, or for anything caused by events outside our reasonable control.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Nothing in these terms affects your legal rights as a consumer.

Complaints

If something is wrong during your stay, please tell us while you are there so we have the chance to put it right. It is much harder to resolve afterwards. You can reach us on the number in your arrival information. If you are still unhappy, write to us at oystermanagementltd@gmail.com and we will respond within 5 working days.

Data

We handle your personal information as set out in our Privacy & Cookie Policy.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own country.

Last updated: 14 October 2026

This is the same wording as published on our booking engine: https://oystermanagement.guestybookings.com/en/terms.