Terms & Conditions

Prestige Residence is a luxury travel concierge service registered in England and Wales, with its principal office located in London, United Kingdom. We curate personalised hotel experiences at the world’s finest properties, connecting discerning travellers with exceptional accommodation tailored to their preferences.

Throughout these Terms & Conditions, “we”, “us”, and “our” refer to Prestige Residence. “You” and “your” refer to the individual or entity using our services.

By accessing our website or using our services, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions. If you do not agree, please refrain from using our services.

Prestige Residence provides the following services:

• Curated Holiday Search — We research, compare, and present personalised hotel options based on your travel dates, destination preferences, budget, and any special requirements you may have.
• Hotel Booking Concierge — Once you have selected your preferred option, we handle the booking process on your behalf, liaising directly with the hotel to secure your reservation and any additional requests.
• Flight Search (optional) — Upon request, we can source and recommend flight options to complement your hotel booking.
• Curated Itinerary (optional) — We can prepare a bespoke day-by-day itinerary featuring restaurant recommendations, excursions, cultural experiences, and local insights tailored to your interests.

All services are subject to availability and may vary depending on destination, property, and travel dates.

Our concierge fees are as follows:

When fees are charged: Concierge fees are charged only once you are satisfied with the quote we have prepared for you. You will never be charged before you have had the opportunity to review our recommendations and confirm you wish to proceed.

Non-refundable: Once charged, concierge fees are non-refundable. These fees cover the research, curation, and advisory work already completed on your behalf, regardless of whether you ultimately proceed with the booking.

Our quote process works as follows:

1. You submit a quote request through our website, providing your travel dates, destination preferences, guest details, and any special requirements.
2. Our concierge team reviews your request and aims to respond within 24 hours with a curated selection of options.
3. You review the options presented. If you wish to make adjustments, we are happy to refine the selection based on your feedback.
4. Once you are satisfied with a particular option, we confirm the final pricing directly with the hotel and present you with a confirmed quote.

Important: Prices quoted in our initial recommendations are indicative and based on information available at the time. Final pricing is confirmed only at the point of booking and may vary due to currency fluctuations, seasonal demand, room availability, or changes in hotel pricing. A quote does not constitute a confirmed booking or a guaranteed price.

Once you confirm you wish to proceed with a booking, we will provide you with a secure payment link. All payments are processed via Stripe, a PCI-DSS compliant payment processor. We do not store your card details on our servers.

Please note that concierge fees and hotel accommodation payments are separate charges:

• Concierge fees are payable to Prestige Residence for the research and booking service we provide.
• Hotel accommodation costs are payable either directly to the hotel or through Prestige Residence as an intermediary, depending on the property and arrangement. This will be made clear to you prior to payment.

A booking is confirmed only once full payment has been received and the hotel has acknowledged the reservation. We will provide you with written confirmation of your booking, including all relevant details.

Hotel cancellation policies: Cancellation and amendment policies vary by property and rate type. Some rates are fully refundable up to a certain date, while others may be non-refundable. We will clearly communicate the applicable cancellation policy before you confirm your booking.

Concierge fees: Our concierge fees are non-refundable once charged. This applies regardless of whether you subsequently cancel your hotel booking, as the fees compensate us for research and advisory work already performed.

Travel insurance: We strongly recommend that you purchase comprehensive travel insurance to cover cancellations, medical emergencies, lost luggage, and other unforeseen circumstances. Prestige Residence is not liable for losses arising from the absence of adequate travel insurance.

Prestige Residence acts as an intermediary between you and the hotel properties we recommend. While we take great care in selecting and vetting properties, we are not the provider of the accommodation itself.

Hotels and other service providers are responsible for their own standards of service, facilities, and compliance with applicable laws and regulations. We do not accept liability for:

• The quality, condition, or availability of accommodation or services provided by third-party hotels or suppliers.
• Any injury, illness, loss, damage, or expense arising from your stay at a hotel or use of third-party services.
• Events beyond our reasonable control, including but not limited to natural disasters, pandemics, acts of terrorism, political instability, airline disruptions, or other force majeure events.

To the maximum extent permitted by law, our total liability to you in connection with our services shall not exceed the total concierge fees you have paid to us. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under the laws of England and Wales.

All content on the Prestige Residence website, including but not limited to text, graphics, logos, images, photographs, icons, page layouts, and software, is the property of Prestige Residence or its content suppliers and is protected by applicable intellectual property laws.

You may not reproduce, distribute, modify, create derivative works of, publicly display, or otherwise use any content from our website without our prior written consent. Limited personal, non-commercial use (such as printing a page for your own reference) is permitted provided our copyright notices are retained.

Your privacy is important to us. Please refer to our Privacy Policy for detailed information on how we collect, use, store, and protect your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

We reserve the right to update or amend these Terms & Conditions at any time. Any changes will be posted on this page with a revised “Last updated” date. We encourage you to review these terms periodically.

Your continued use of our website or services following any changes constitutes your acceptance of the revised terms. If you do not agree with any changes, you should discontinue use of our services.

If you have any questions about these Terms & Conditions or our services, please do not hesitate to contact us: