Terms and Conditions

All guests/companies are required to adhere to the following terms and conditions and will be contractually bound once a booking has been made with ESA Europe Ltd.

1. Booking Confirmation
To reserve accommodation with ESA Europe we require 30% of the total rent due as a deposit. This deposit secures the accommodation at the time of booking for the length of time required. The deposit is not refundable in any circumstance. The total charge for the accommodation must be paid no later than 14 days prior to your arrival unless otherwise agreed in writing.
For bookings made within 15 days of arrival, full payment by cleared funds, is required at the time of booking.
Should payment not reach ESA Europe within the required time stated we reserve the right to cancel any booking made and any deposit paid will be forfeit.
Failure to pay in accordance with the agreed terms of payment may result in suspension of accommodation. ESA Europe reserve the right to charge interest on overdue accounts. A booking is not confirmed until ESA Europe acknowledge either the deposit or payment in full has been made.

2. Method of Payment
ESA Europe accepts the following methods of payment –
Bank transfer: Pounds sterling / Euros
Credit/debit card: Visa, MasterCard, Switch, Delta. Subject to additional charges.

3. Booking Extensions
7 days notice of intention to extend your stay is required. Failure to do so may result in your apartment being re-let. Whilst every effort will be made to accommodate you, extensions of current bookings are subject to availability and rate change.
Where notice of intention to extend your stay has been given, ESA Europe requires payment in full of the amount due for this extension, prior to the original date of departure.

4. Accommodation
Although accommodation and location are confirmed in advance, the exact apartment cannot be guaranteed prior to arrival. You will only have the right to occupy the accommodation for the time specified. You are only granted a license to occupy the accommodation and this agreement gives you no other rights either express or implied to the accommodation.
In the event that the property is rendered uninhabitable by fire, flood or any other risk for which ESA Europe Ltd is insured, other than damage that has been caused by the act or omission of the guest or the guest’s visitors, ESA Europe Ltd will provide equivalent alternative accommodation or return the full value of any payments made for any period during which the property may have been rendered uninhabitable.

5. Occupancy
Only the individuals named at the time of booking may occupy the apartment. With the prior agreement of ESA Europe additional guests may be accommodated at an increased nightly rate. The apartments are not to be used for any social gathering or event that exceeds more than four people.

6. Arrivals and Departures
ESA Europe Ltd operates a meet and greet policy. Prior to the check-in date the client will be contacted, whereby a suitable time will be agreed to meet at the apartment in order that keys may be issued and the client familiarised with the apartment.
Guests can check-in to their apartment from 4pm on the day of arrival. Check out is by 10am on the day of departure. All additional hours will be charged as one additional night unless otherwise agreed.
ESA Europe will require valid credit or debit card details to be given in order that any further charges levied in accordance with clause 11 may be collected. By booking with us and leaving such details you authorise ESA Europe to deduct any such sums from the card details given.

7. Booking Alterations
If you wish to alter your booking ESA Europe will make every effort to meet your requirements. You will, however, be obliged to pay any additional expenses incurred as a result of the alteration. In addition, ESA Europe may charge, at its discretion, an amendment fee of £50 to cover the necessary administrative costs incurred.

8. Cancellations
All cancellations must be confirmed in writing. Any refund of charges is made subject to the apartment being re-let.
Depending on the reasons for your cancellation you may be able to reclaim cancellation charges from your insurance company if you have taken out travel insurance. We recommend that clients purchase adequate travel insurance.

9. Early Departures
In the event that a guest needs to check out prior to the agreed departure date ESA Europe will make every effort to obtain a refund of accommodation charges for the remainder of the stay. However, any refund will be subject to the apartment being re-let and will be subject to a cancellation charge of £50.

10. Inventory/Property Care
Valid credit/debit card details of a nominated guest staying in the accommodation are required to cover breakages and damages in the apartment. ESA Europe reserves the right to deduct from that card all amounts chargeable in accordance with clause 11. In the event that payment is declined, for any reason, or no card details are provided, ESA Europe reserves the right to charge the company or individual who made the booking at the address provided.

11. Additional Charges
Internet: ESA Europe will make every effort to ensure that the service is available at all times. If there is a fault which is deemed by ESA Europe to be associated with the user’s hardware or software, no support will be available. A ‘fair usage’ policy is in place for Internet use.
Additional chargeable services: Provided at the individual apartment location. The cost of any such services is payable directly to the service provider.
Cleaning: ESA Europe expects the apartments to be left in a reasonable state on departure. If, at ESA Europe’s discretion, additional cleaning is required on departure, the cost of this cleaning will be levied as an additional charge.
Damages: Damages to the apartment must be paid in full by the guest. In the event of any breakages, damage or extra cleaning required after the guest vacates, ESA Europe will notify the booker and/or guest, providing a detailed breakdown of the issues and the cost of rectifying them. Where possible photographic evidence will also be supplied. It is not permitted for any guest to move furnishings in/or between apartments.
Inventories and condition reports can be provided at the beginning and end of the accommodation period if required.
Keys: ESA Europe will issue the guest with a set of keys for the apartment (e.g. 2 guests staying in a 2 bedroom apartment will be allocated 2 sets of keys). However, if the issued keys are not returned on departure a charge of £25 will be made to the booker or guest (£60 will also be charged for any gate fobs not returned on departure). If between the hours of 10pm and 8am a guest locks themselves out of the property and requires assistance to re-enter the property, ESA Europe reserve the right to charge a £50 call out fee in addition to the charge for lost keys.
Call Outs: If the emergency contact number is used to call out ESA Europe staff between the hours of 10pm and 8am for any purpose other than an emergency, ESA Europe reserve the right to charge the booker or guest a call out fee of £50.

12. Lost Property
Any items left in the apartment will be kept for 1 month after the departure date. After that date ESA Europe reserve the right to dispose of the property as it sees fit.

13. Rates
All rates quoted are based on the rates prevailing at the time that a booking is confirmed. Once a booking has been confirmed ESA Europe will not change the rate quoted unless you change the booking. Rates are subject to change without notice and may vary for currency exchange movements where applicable between UK and overseas locations.

14. Liability
ESA Europe cannot be held responsible in any way for loss/damage to contents, furniture, fittings or any personal belongings at the apartment locations. Nor can ESA Europe be held liable for the acts or defaults caused by third parties. You are advised to ensure your own insurance policies cover loss or damage to personal property during your stay. Guests are advised to take out adequate travel and personal insurance. ESA Europe carries out regular risk assessments in accordance with Health and Safety at Work regulations.
Nothing in this agreement seeks to exclude liability for death and personal injury or any other liability not excludable under the laws of England and Wales.

15. Servicing and Access to Properties
We request that you leave the apartment tidy on servicing days and also when vacating the property. In addition to the weekly housekeeping service ESA Europe on occasion may need to access the property in which you are staying. ESA Europe reserve the right to gain access to all properties at all times. We will, wherever possible, endeavour to give guests as much notice as possible prior to entering the apartment.

16. Pets and Smoking
No pets or smoking are allowed in the apartments.

17. Complaints
ESA Europe makes every effort to ensure their guests have an enjoyable stay. In the event that you are not entirely satisfied with the service offered, you should notify ESA Europe as soon as possible.

18. Services
ESA Europe cannot be held responsible for any failure or interruption of services to the apartment, including electricity and water or any damage, disruption or noise caused as a result of repair works being carried out in another part of the property or development.

19. Entire Agreement
This agreement shall be governed by the laws of England and Wales and the parties submit to the exclusive jurisdiction of the English Courts. This agreement supersedes all previous communications, agreements or other arrangements written or oral.
It is expressly agreed that no variation of this agreement shall be affective unless in writing and signed by a duly authorised signatory of both parties.

Meet the Team

At the heart of ESA is a tight-knit team who have been working together and forged a bond of trust since its foundation over eight years ago. They are at the centre of a network of other providers – caterers, laundry companies, cleaners, builders, gardeners and professional advisors – who can be called in to supplement the team’s core skills.


Katrina is all about action. Talk to her about your accommodation needs. You can be confident they’re as good as satisfied – in every detail. As you’d expect from the owner!

Katrina Rosser’s background gives her a special insight into the standards expected by the executives, managers and operational staff who make ESA apartments their home while working away in the Tees Valley. She learned to meet the standards of global corporations when she trained their personnel in offshore survival at an international rescue centre between 1993 and 1998. Later, as a close protection officer to royalty, celebrities and CEO’s in the UK and Europe, she experienced the meaning of real luxury in hotels and apartments.

In 2006 she became a property developer, overseeing the design, construction, fitting and furnishing of 27 apartments on Teesside – the original core of her ESA business which now extends to Yarm, Middlesbrough and Hartlepool Marina. For leisure, surfing & snowboarding.

Favourite location: Saltburn-by-the-Sea
Top tip: Don’t hesitate to ask the impossible.

Think of Katrina as your partner. She will mobilise the accommodation side of your
project in all aspects – responding to your first enquiry; planning the location,
quantity and type of serviced apartment; meeting new residents and showing them
around; overseeing maintenance and housekeeping; being on call 24/7.

Servicing/housekeeping, inventory checking, liaising with maintenance, fitting-out new properties… Nicola does everying to keep the apartments in tip top order. After each flat is serviced, perfectionist Nicola signs off the work according to the detailed ESA checklist.

With four years experience, she is now beginning to take on responsibilities as Katrina’s deputy in making decisions, meeting and greeting new arrivals and showing them around their apartments. Living in a village on the edge of the North York Moors National Park, she enjoys horse riding.

Favourite location: Yarm
Top tip: Think of your apartment as new.

Nicola organises and oversees a team of independent cleaners – not contract
cleaners, but people she knows personally whom she has trained to ESA’s exacting

Residents of an ESA apartment naturally take it for granted that everything works well and looks good. That’s all down to Paul. A Yarm local, Paul first met Katrina at Borrelli’s coffee shop around the corner from the ESA apartments. He learned she needed someone she could rely on to make sure ESA’s array of apartments stay in top condition.

Paul was ideally qualified. A joiner by trade, he’s an all-rounder when it comes to practical skills. To relax, he likes to cycle into the midst of the nearby North Yorkshire Moors National Park and over to its spectacular coast.

Favourite location: Yarm
Top tip: For the slightest concern, call any time.

As well being a joiner, Paul is on hand to take care of electrics, plumbing, decorating.. whatever’s needed to keep things running smoothly. For anything major
he has a network of specialists whose services he can call on.


Our clients stake their reputation on quality. We match them. That’s because the only way companies can be sure ESA apartments deliver what we claim is by the
yardstick set by an outside authority.

Our properties have been awarded a ‘Very Good to Excellent’ Quality Accredited Membership Status by our professional body, the Association of Serviced Apartment Providers (ASAP).

We are one of ASAP’s 170 members collectively operating over 100,000 apartments. in 134 countries. To gain their highly esteemed quality accreditation membership status, we have successfully complied with exceptionally high assessment criteria and codes of conduct.

This means you can expect a mix of high levels of health and safety standards and the peace of mind that you are working with an accredited and experience supplier Not all serviced apartment providers take the time and trouble to invest in quality. We are the only one in our region that does.

Our Philosophy

Our simple focus is on making people happy to come and live like a local in an apartment that’s a home-from-home – beautifully appointed, spacious, super comfortable, smoothly functioning and ideally situated with a friendly, efficient housekeeping service. At the same time, we keep our promises to company people tasked with finding far too many places to stay for all the project team – right away! Our answer is always, don’t worry, it’s as good as sorted. Try us and see.

The ESA Story

We started with a piece of land in 2006 in Thornaby at the hub of the Tees Valley
road network. Where better for us to build 27 state-of-art apartments!

No sooner was the development completed in 2008 than the Financial Crisis came
crashing down. No one was buying. No one was renting. Where else could we find a
market? As established business people in the area, we used our contacts to
identify growth areas in an apparently bleak landscape.


The Tees Valley was, and still is, undergoing economic regeneration by means of
long-term, large-scale industrial projects with financial provision made before the
recession and projected well into the future. Typically belonging to multinationals,
these projects involved engineers and other specialist being mobilised from many
parts of the world to work on-site for extended periods.
Although the idea of serviced apartments was still not yet established, we decorated
and furnished the Thornaby apartments and launched the simple ESA concept to
compete with hotels:

– Home from home executive quality
– Tailored exclusively for business users
– Nightly rate per apartment not per person
– Weekly housekeeping service

It met with such a successful reception from the market, we identified opportunities in
choice central positions at the strategic locations of Yarm, Middlesbrough and
Hartlepool Marina.

Yarm to the south is easily the most sought-after place to live in the Tees Valley
area, and we were fortunate to buy into a cluster of apartments which, though newly
built, is minutes from the bustle of this old market town’s vibrant High Street.

Middlesbrough, is very much the biggest town in the Tees Valley, central in every
respect – geographic, commercial, retail, cultural and sporting. Our apartments are
located in landmark new developments.

Hartlepool Marina to the north is right beside the sea. We own apartments in
exceptionally self-contained enclave with shops, cafes and entertainment on the
Today, we are unrivalled as the region’s provider of serviced apartments solely for
businesses, and the only one to be accredited by ASAP, the Association of Serviced
Apartment Providers. We are continuing to develop the offer to a wider corporate
market with the launch of Essential apartments to complement the Elite range.