Terms of service

Who we are

Luxury Experience AI is a trading name of MEDIA CITY AI LTD, a company registered in England and Wales (company number 16446462), whose registered office is 59 Kent's Road, Haywards Heath, RH16 4HQ, United Kingdom. Our office is at 124 City Road, London, EC1V 2NX, United Kingdom.

These terms apply when you use this website, speak to our AI concierge, send us an enquiry, or book anything through us. By doing any of those things you accept them. Please read the section on who provides what, because it decides who you are contracting with.

For anything about these terms, write to us through our contact form.

Who provides what

We are a curated marketplace, not a single hotel. What we are responsible for changes with what you book, and we always tell you whose apartment it is before you book. While you are browsing we describe a partner's apartment as operated by one of our curated partners; we name the operator on your booking, before you pay and before you are committed to anything.

What you book	Who provides it	What we do
One of our own apartments, in Canary Wharf	Us	We are the provider. Your contract for the stay is with us
A curated apartment elsewhere in London, or in Dubai	An operator we work with, named on your booking before you pay	We arrange the booking and take payment; the operator provides the apartment and must confirm the stay
A private flight	A third-party licensed air carrier	We act as your agent in sourcing and arranging it. You contract and pay the operator directly
Seating and hospitality at an event	The provider who holds the agreement with the club, venue or promoter	We source it per enquiry and confirm the supplier, what is included and the price with you in writing before you commit
An introduction on an apartment purchase	The seller or their agent	We make the introduction only

Two things we are not, and never claim to be:

• We are not an official or authorised seller of tickets, hospitality or any brand's products. Where an event is involved, we source it through providers who hold agreements with the club, venue or promoter.
• We are not a package organiser. We do not sell a flight and a stay as one product, and we never take a single payment covering both. If you book both through us, they are separate arrangements with separate providers, and they are not protected as a package holiday under the Package Travel Regulations or ATOL.

Booking an apartment

A quote is not a booking. Prices and availability shown on the site, quoted by our concierge, or given by an outside AI assistant are an invitation to book, not an offer we are bound by. Availability is first come, first served.

Nothing is held until you have paid. Starting a booking creates a payment link, and the dates stay available to everyone else until that payment goes through. More than one guest may be holding a link for the same dates, and the booking belongs to whoever pays first. A payment link expires after 24 hours.

Your booking is confirmed by our email, not by the payment page. The contract is made when we send you a confirmation naming the apartment, the dates and the total.

For an apartment belonging to an operator we work with, your card is authorised, not charged. We hold the amount while the operator confirms the stay, usually within 24 hours. If they confirm, we take the payment and send your confirmation. If they cannot, the hold is released and nothing is taken. An authorisation lapses on its own after seven days.

You must be 18 or over to book, and the person who books is responsible for everyone in the party.

Minimum and maximum stays, arrival and departure times, and the number of guests an apartment sleeps are shown on each apartment's page and form part of your booking. Extra guests, including on a sofa bed, need our agreement in advance.

Prices and payment

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

The total you are shown before you pay is the nightly rate for your dates, plus the cleaning fee and the service fee shown on the apartment's page. Anything listed as not included is charged separately and arranged with our team, for example a stay with a pet.

Payment is taken by Stripe. We never see or store your full card number. Please do not give card details to our concierge, to an outside AI assistant, or in an email: nobody at Luxury Experience AI will ever ask you for them.

A refundable security-deposit hold is taken after your booking is confirmed, ahead of arrival, where the apartment's page says so. It is released after departure, less the cost of any damage or breach of the house rules.

Members pay 10% less. Membership is by application, and the member rate is shown alongside the standard total wherever we quote a price.

Cancellation and changes

The cancellation terms for your stay are the ones shown on that apartment's page and repeated in your confirmation. They differ between apartments, and the ones you were shown when you booked are the ones that apply.

Your statutory right to cancel within 14 days does not apply here. Accommodation booked for specific dates is exempt under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your cancellation terms are what protect you, so please read them before you pay.

To change or cancel a booking, write to us through our contact form with your booking reference. A change is a request until we confirm it.

If we or an operator cannot provide a confirmed stay, we will tell you as soon as we know, offer an alternative where we can, and refund in full what you have paid for it if you do not want the alternative.

Your responsibilities while you stay

The house rules are on each apartment's page and form part of your booking. They exist because these are homes in residential buildings. In particular: no parties or events, no smoking anywhere including terraces, and quiet hours are enforced.

You are responsible for the condition of the apartment during your stay and for the behaviour of your party. We may end a stay without refund where the house rules are seriously or repeatedly broken.

The AI concierge, and outside AI assistants

Our concierge is an AI assistant and tells you so. We also publish a service that lets assistants such as ChatGPT and Claude read our apartments and start a booking on your behalf.

• Nothing an assistant says is a binding offer. Not our concierge, and not an outside assistant, whether it is quoting a price, availability or terms. Only our written confirmation binds us. If what you were told differs from your confirmation, tell us and we will put it right.
• An outside assistant is not us. ChatGPT, Claude and any other assistant are run by other companies under their own terms, and we are not responsible for what they say about us or for anything else they do.
• No assistant can take payment. A booking started through one always sends you to our own payment page. If an assistant asks you for card details, it is not acting for us.
• Please do not put card numbers or passwords in any chat.

How we handle what you type into the concierge is set out in our privacy policy.

Membership

Membership is by application and we may decline one. It gives priority access to our apartments, the member rate, and the concierge desk. It is personal to you, or to your organisation for a corporate membership, and cannot be transferred.

Either of us may end a membership by telling the other. Ending it does not affect a booking already confirmed.

Your account

Keep your password to yourself and tell us if you think someone else has it. You are responsible for what is done through your account. We may suspend an account that is being used to break these terms.

What we publish

The journal, the area guides and the rest of the site are written to inform, not to advise. We check facts and print the date we checked them, but things change, particularly fixture dates and opening times. We do not give investment, financial, tax or legal advice, and an introduction on an apartment purchase is not advice.

Everything on this site belongs to us or to the people who licensed it to us. You are welcome to read it, link to it and quote it with attribution. You may not copy it wholesale or use it to train a model without asking us first.

Our responsibility to you

We do not limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Your legal rights as a consumer stand whatever these terms say.

Beyond that, and where the law allows: we are responsible for loss you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care, and not for loss that is not foreseeable. Where we have arranged something provided by someone else, such as a flight, an event or an apartment belonging to an operator, our responsibility is for arranging it properly, and theirs is for providing it.

We are not responsible for failing to do what we promised where the cause is genuinely outside our control, and we will tell you as soon as we can if that happens.

If something goes wrong

Tell us. Write to us through our contact form with your booking reference and what has happened, and we will reply. If we cannot put it right between us, you can take the matter to the courts described below.

Changes to these terms

We will update this page when how we work changes, and change the date at the top. The terms that apply to your booking are the ones published when you booked.

Law and jurisdiction

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 courts.

Contact

MEDIA CITY AI LTD (company number 16446462), trading as Luxury Experience AI. Registered office: 59 Kent's Road, Haywards Heath, RH16 4HQ, United Kingdom. Office: 124 City Road, London, EC1V 2NX, United Kingdom. To reach us, use our contact form.