Policies

PRIVACY POLICY

We’d like to assure you that we are committed to protecting the privacy of all our guest. We will ensure that the information you provide us with is kept private and confidential, and we will only use it to provide the services you request.

INFORMATION YOU VOLUNTARILY PROVIDE

When you complete a booking, consult with our service team, send us an email, or communicate with us in any way, you are voluntarily giving us information that we collect. That information may include either your name, physical address, email address, IP address, phone number and credit card information. By giving us this information, you consent to this information being collected, used, disclosed, transferred or stored by the hotel or our third-party providers as described in this privacy policy. In the interest of your privacy, we only collect, use and retain information reasonably required for our legitimate business interests, such as processing bookings and queries or providing you with marketing materials.

CANCELLATION POLICY

TLK offers different type of rates that suit everyone’s needs during these unprecedented times. Depending on your preferences, you can choose between flexible rates that give you total flexibility to cancel for free or paying at the moment of booking with a non-refundable rate.

Flexible rates provided allow you to cancel without paying any cancellation fee up to 30, 7 or 2 days prior your check-in date.

COMPLAINTS POLICY

TLK Apartments & Hotel have a complaints policy in place to help resolve any complaints fairly and promptly. All complaints need to be made in writing by email, complaints are then passed on to head office to be investigated. Complaints Procedure/Lodging a Complaint

 Our aim is to promptly resolve any possible issue you might have, prior to your departure and can be done to staff on site. 

If you find it necessary to pursue the matter further, you should submit a formal complaint letter (via email) addressed to info@tlkcityluxe.co.uk to investigate the matter independently. Please include-  –  information about your reservation (or tour operator) as well as your full contact details –  description of your complaint clearly and accurately –  Your expectations clearly, in regards to the resolution of the issue Having received a reply from the Hotel’s Management and if you are still not satisfied with the way in which your complaint has been handled, you may then write to: 
TLK Serviced Apartments Limited16 Streatham High Road London SW16 1DB  

Response timeframes in complaints handling– Acknowledgement of your complaint within 3 working days of receipt. – Your complaint will be addressed within 14 working days.  – On rare occasions where more time is required for the proper and detailed investigation of your complaint, an extension period will be requested in writing. In our letter, besides any additional information that we may request, we will inform you of our actions taken so far and any further actions required for the completion of the investigation. Status update requestShould you wish to request an update at any stage of the complaint investigation, you can do so by contacting the hotel.