Terms and Conditions

Your booking

Making a booking

To book with us, fill in our online booking form.

Our team will aim to respond to your booking within three business days (Monday to Friday 9:00 am to 5:00 pm, excluding bank holidays and the period between Christmas and New Year). 

Book at least seven days in advance of the first night stay.

Overseas visitors

If you are travelling from overseas and require a visa, we recommend you do not make any request until your visa has been confirmed. 

You will be charged for any cancellations.

Group bookings

If you want to make a group booking (multiple rooms/multiple people) you need to fill in a booking form for each person.

We can't allocate multiple rooms to one individual named person.

Payment

How much to pay

To complete a booking, you need to make a payment.

If payment is not received within seven days, then the booking will be cancelled.

Staying for one month or less

You need to pay the full amount within seven days.

Staying more than one month

You need to pay one month’s rent up front. This is shown on your booking details. You will then receive an invoice on your arrival for the balance.

How to pay

You can pay securely online. You need to quote your customer number and state that the payment is for accommodation.

If your accommodation is being paid for by a Newcastle University department, tell us the cost centre or research account so that we can arrange payment.

Offer of accommodation

Once payment has been received, we will send you your Offer of Accomodation.

Once you have received your Offer of Accommodation and you arrive at your accommodation, you will be legally bound for the full period of the Contract. This means that you cannot give notice to leave and no refunds will be given.

Arrival/departure times

You will be able to collect your keys from Kensington Terrace Reception from 14:00 on your arrival day. 

Reception 
Kensington Terrace 
Newcastle upon Tyne 
NE2 4BF 
Telephone: +44(0) 191 208 2090 
Email: [email protected]  

Reception opening times:  

Reception doors are open Monday to Friday, 08.30 – 17.45 and the Customer Services team can also be contacted by telephone and email from 08.00 – 18.00.  

Check-out is by 10.00 on the day of departure.

Late and weekend arrivals

If you are planning to arrive after reception closing times or over the weekend, you will need to contact the Estate Security Service. You can call them on 0191 208 6817.

Security Officers will arrange to meet you and give you your key. You will be asked to show a copy of your booking information.

Amending your booking

You can change the dates of your stay if:

• it is the same property
• the value of the booking does not decrease
• there is availability for the new dates

Charges

You may amend your booking free of charge one time.

If you need to make further changes, you'll be charged £25 for each subsequent change.

If your changes would cause a delay in arrival and a loss of business to us, we can cancel the booking. In this case, you'll have to pay a cancellation charge.

Multiple rooms

If you've booked multiple rooms, you'll have to pay a cancellation charge for each room that is cancelled.

All amendments must be made by e-mail to [email protected] or by writing to us at:

Accommodation Service
Student Services
King's Gate
Newcastle upon Tyne
NE1 7RU

Cancellations

There will be a fee charged for all cancellations. All cancellations must be made in writing, either by post or email:

Accommodation Service
Student Services
King's Gate
Newcastle upon Tyne
NE1 7RU

Email: [email protected]

What the cancellation fee is for

While we do understand that plans can change unavoidably, we have to charge a cancellation fee to cover our costs.

Our cancellation fee reflects how much it costs us to make changes to your booking, including any servicing costs.

We also have to account for the reduced probability of the room being filled if you cancel.

Cancellation refunds and fees

The amount we'll refund you will depend on when you cancel.

If a Newcastle University department is paying for the accommodation, these charges will be automatically deducted from their cost centre or research account.

More than one month notice before arrival

100% refund of the booking total, less a £50 administration fee.

Between one month and two weeks before arrival

75% refund of the booking total, less a £50 administration fee.

Less than two weeks but prior to day of arrival

50% refund of the booking total, less a £50 administration fee.

Planned day of arrival / Non-arrivals / After your arrival

No refund