Important Consideration
By booking with Renovie Stays, the guest accepts the terms and conditions stated below.
Check-In and Check-Out Policy
Standard Check-In and Check-Out Times
Check-In Time: 3:00 PM
Check-Out Time: 10:00 AM
Early Check-In
Availability: Early check-in requests will be considered based on the booking calendar and availability. Please contact the host at least 48 hours in advance to inquire about early check-in.
Fees: A fee of £15 per hour may apply for early check-in. This fee helps cover the additional preparation and cleaning needed to accommodate an earlier arrival.
Confirmation: Early check-in is not guaranteed until confirmed by the host. Once confirmed, guests may check in any time after the agreed specified check in time.
Late Check-Out
Availability: Late check-out requests will be considered based on the booking calendar and availability. Please contact the host at least 48 hours in advance to inquire about late check-out.
Fees: A fee of £15 per hour may apply for late check-out. This fee helps cover the additional time and resources needed to accommodate a later departure.
Confirmation: Late check-out is not guaranteed until confirmed by the host. Once confirmed, guests may check out at any time before the agreed specified check out time.
Unapproved Early Arrivals and Late Departures
Arriving before the standard check-in time or staying beyond the standard check-out time without prior approval may result in additional charges. The fee for unapproved early arrivals or late departures is £50 per hour.
Luggage Storage
Guests cannot store their luggage at the property before check-in time and after check-out time. Please contact the host for other possible solutions.
Communication
Please communicate your requests for early check-in or late check-out as early as possible to help the host to accommodate your needs and ensure a smooth stay.
Check-Out Procedures
Tidying Up: Before check-out, guests should tidy up the property, including making sure all used dishes are cleaned and put away, and any personal items are removed.
Rubbish Disposal: Ensure all rubbish and recycling are disposed of properly.
Windows and Doors: Make sure all windows and doors are closed and locked before leaving the property.
House Rules Policy
Quiet Hours
Quiet hours must be observed between 23:00 and 07:00.
No Smoking
Smoking is not permitted inside the property.
Unauthorised smoking inside the property will result to a fee of £500 to cover the costs of a smoke removal clean.
Occupancy
The maximum occupancy for this property is as stated on the listing, including both adults and children. Only in the circumstance where one of the guests is an infant, an additional guest may be accepted. Exceeding the stated occupancy is not permitted and may result in additional charges or termination of the booking. Guest must provide an accurate count of all occupants at the time of booking. If the number of guests changes prior to arrival, please inform the host immediately.
No Parties or Events
Hosting parties or events is strictly prohibited.
Cancellation Policy
Full Refund: A full refund (100%) will be issued for cancellations made up to 14 days prior to the check-in date.
Partial Refund: A partial refund (50%) will be issued for cancellations made up to seven (7) days prior to the check-in date.
No Refund: No refund will be issued for cancellations within seven (7) days prior to the check-in date.
In the event of a force majeure situation (e.g., war, terrorism, civil commotion, epidemics, or other events beyond the control of the host), the host reserves the right to cancel the reservation without liability. In such cases, guests will be offered a refund or alternative dates.
Pet Policy
No Pets Allowed
Pets are not permitted in the property at any time.
Exception for Guide Dogs
Guide dogs, also known as service animals, are welcome at the property. These animals are trained to assist individuals with disabilities and are not considered pets.
Guests with guide dogs must inform the host at the time of booking or as soon as possible before check-in.
Guide Dog Requirements
The guide dog must be certified and registered as a service animal.
Guests are responsible for the care and behaviour of the guide dog during their stay.
Property Care
While we understand that guide dogs are highly trained, we kindly ask guests to ensure that the property is treated with respect. Any damage caused by the guide dog will be the responsibility of the guest.
Cleaning Policy
Guest Responsibilities
General Cleanliness: Guests are expected to maintain a reasonable level of cleanliness during their stay. Please keep the property tidy and free of excessive clutter.
Guests should dispose of their rubbish in the relevant bins provided.
Host Responsibilities
Professional Cleaning: The property will be professionally cleaned before each guest's arrival to ensure a high standard of cleanliness.
Excessive Cleaning
Excessive Cleaning: If the property requires excessive cleaning beyond the standard professional service, an additional cleaning fee of £100 may be charged to cover the extra time and effort.
Damage Policy
Security Deposit
A pre-authorised security deposit is required and will be managed by the platform where the booking was made (i.e. Stripe for bookings on Lodgify). This deposit will be fully unblocked upon satisfactory inspection of the property after check-out, provided no damage is found.
Responsibility
Guests are responsible for any damage caused to the property, furniture, fixtures, and equipment during their stay. The lead guest, whose name is on the booking, will be held accountable for any damages incurred.
Reporting Damages
Guests must report any damage or breakages to the host immediately. Prompt reporting ensures quick resolution and may help avoid further charges.
Charges for Damages
In the event of damage, repair or replacement costs will be deducted from the security deposit. If the cost exceeds the deposit, guests will be billed for the remaining amount.
Check-Out Inspection
A thorough inspection of the property will be conducted after check-out. Any unreported damages discovered during the inspection will result in charges against the security deposit.
Normal Wear and Tear
Normal wear and tear are expected and will not result in charges. This includes minor scuffs, small nicks, and regular use of property amenities.
Additional Fees
Smoking inside the property, unauthorised pets, or any breach of house rules may result in additional charges.
Operational Charges Policy
If any issue arises during or after a guest’s stay as a result of misuse, negligence, damage, breach of house rules, false reporting, or failure to return the property in a reasonable condition, the Company reserves the right to charge the guest for all associated operational and administrative costs. These charges may include, but are not limited to, the following:
Inspection / Call-Out Fee
A fee of £40 is applied when the host or a representative must attend the property to assess damage, verify complaints, inspect the condition, or resolve guest-caused issues.
Travel / Mileage Costs
A charge of £10 is added when the host is required to travel to the property for inspections, verifications, or remedial action linked to guest behaviour or damage.
Administrative Time
The time spent coordinating cleaners, contractors, repairs, replacements, platform submissions (Airbnb/Booking.com), claim administration, or additional communication arising from guest-caused issues are billed at a rate of £15 per hour.
Cleaner / Contractor Fee
Any cleaner, maintenance, or contractor costs incurred as a result of guest actions will be invoiced at the amount charged to the host. These costs will be transferred on the overall invoice, alongside the additional fees listed above.
False or Unsubstantiated Complaints
If a guest submits a complaint that is later found to be false, exaggerated, or unsubstantiated, and this results in the host attending the property, conducting investigations, or allocating additional administrative time, the host reserves the right to apply the above fees. This includes the inspection/call-out fee, travel cost, and administrative time. These charges reflect the operational time and costs required to investigate matters attributable to inaccurate or misleading guest reports.
Final Decision
If a resolution still cannot be reached, the host reserves the right to terminate the guest's stay early. Any remaining funds from the security deposit will be returned or deducted based on damages or violations.
Damages or Violations
In cases involving damages or violation of house rules, the host will provide a written statement detailing the charges and any deductions made from the security deposit. If the dispute is related to damages or house rule violations, the guest has the right to dispute any charges within 14 days of receiving the final statement.
Refunds and Compensation
If a guest is entitled to a refund due to the host’s failure to deliver the property as described, the refund will be processed as soon as possible, subject to any deductions for damages or breaches of house rules. Refunds are determined on a case-by-case basis, depending on the nature and severity of the issue.
All charges will be reasonable, proportionate, and supported by evidence where applicable (photos, reports, receipts, time logs, and message history). These fees form part of the total recoverable amount in the event of a damage claim or guest-caused operational issue.
Inspection Policy
Long-Term Booking
For bookings exceeding one (1) month, the host reserves the right to inspect the property monthly. This ensures the continued quality of services and may include (but not limited to), the following activities:
- Checking water and heating systems
- Delivering fresh linen
- Replenishing goods and consumables
- Ensuring the property is well kept and looked after
The host will provide a minimum of three (3) days’ written notice to the guest prior to any inspection.
Post-Inspection
If an inspection reveals that the property is not being maintained to an acceptable standard, the host reserves the right to instruct a professional cleaning service at the guest’s expense. This includes, but is not limited to, situations where the property is unclean or not being cared for properly.
Furthermore, if any house rules are found to be violated during the stay, the guest will receive a formal warning. Continued violations of the house rules may result in the host terminating the stay early, and the guest will be required to vacate the property without refund.
Lost Keys Policy
Reporting Lost Keys
Guests must report lost keys immediately to the host. Prompt reporting ensures quick resolution and minimizes any inconvenience.
Replacement Fee
A fee of £100 will be charged for the replacement of lost keys. This fee covers the cost of creating new keys and, if necessary, changing locks.
Lock-Out Assistance
If a guest is locked out of the property due to lost keys, they should contact the host or the designated emergency contact. Assistance will be provided as soon as possible.
An additional fee of £100 may apply for lock-out assistance outside of regular hours (e.g. late night or early morning).
Return of Keys
Guests are responsible for returning all keys at check-out. Keys should be left in the designated location.
Unreturned Keys
In the event that keys are not returned at check-out and no immediate contact is made by the guest, the replacement fee of £100 will be charged, and locks may be changed.
Liability
Guests are liable for any additional costs above the fee incurred as a result of lost keys, including lock changes and potential security risks.
Key Security
Guests are encouraged to keep keys secure and avoid leaving them in obvious or easily accessible places.
Use of Utilities Policy
General Use
Guests are encouraged to use utilities (water, electricity, gas, etc.) responsibly and be mindful of conservation efforts.
Please turn off lights, appliances, and heating/cooling systems when not in use to help reduce energy consumption.
Heating and Cooling
The property is equipped with central heating.
Please set the thermostat to a reasonable temperature and avoid running the heating when windows or doors are open.
Water Usage
Guests are encouraged to turn off taps when not in use and promptly reporting any leaks or issues to the host.
Electricity
Unplug devices and chargers when they are not in use.
Waste Disposal
Avoid disposing of hazardous materials or large items in the bins without prior approval from the host.
Internet and Wi-Fi
Do not engage in illegal activities using internet services.
Communication
If you experience any issues with utilities or need assistance operating any systems or appliances, please contact the host immediately.
Any damage to utilities or excessive use resulting in additional costs may be charged to the guest.
Emergency Procedures
In case of utility outages or emergencies (e.g. power cuts, water leaks) contact the host as soon as possible.
Liability
The host is not liable for any temporary interruptions or failures of utilities that are beyond their control. Guests are encouraged to report any issues promptly for resolution.
Safety and Security Policy
Emergency Contact Information
In case of emergency, please contact 999 immediately.
For non-emergency assistance, you can reach the host at the phone number provided with your booking.
Smoke and Carbon Monoxide Detectors
If you hear the alarm sound, evacuate the property immediately and contact the host.
Fire Safety
Do not use open flames, including candles and incense, inside the property.
Locking Doors and Windows
Ensure all doors and windows are securely locked when leaving the property to prevent unauthorised access.
Keep the main entrance key secure at all times.
Security Cameras
For your safety and security, external security cameras may be installed at the property’s entrances. These cameras are for monitoring purposes only.
No cameras are located inside the property to ensure your privacy.
Local Safety Information
Familiarise yourself with local emergency services, hospitals, and safety guidelines.
Follow any local advisories or regulations during your stay.
Electrical Safety
Do not overload electrical outlets.
Report any electrical issues to the host immediately. Do not attempt to fix electrical problems yourself.
Pest Control
The property is regularly inspected and treated for pests. Please report any pest issues to the host immediately.
Do not leave food out as it may attract pests.
Hazardous Materials
Do not bring hazardous materials, including flammable liquids or illegal substances to the property.
Insurance Policy
Liability Disclaimer
Guests are responsible for their own safety and the safety of their party during their stay.
The host is not responsible for the loss of personal belongings or valuables of guests.
Property Damage
Guests are responsible for any damage caused to the property or its contents during their stay. The cost of repair or replacement for any damaged items will be charged to the guest.
Personal Belongings
Guests are advised to lock doors and windows when leaving the property to ensure the safety of their personal belongings. It is recommended to keep valuables in a secure place.
The host is not liable for any lost, stolen, or damaged items during the stay. Guests are responsible for the security of their personal belongings.
Insurance Coverage
The property is covered by short-term rental insurance.
This insurance does not cover guest personal belongings.
Indemnification
Guests agree to indemnify and hold harmless the host from any claims, damages, or expenses arising from the guests’ use of the property.
Insurance for Guests
Guests are encouraged to obtain their own travel insurance to cover unforeseen events, cancellations, and personal property.
Dispute Policy
In the event of a dispute between the host and guest during or after a stay, both parties are encouraged to resolve the issue amicably and in good faith. Below is the process that will be followed to handle any disputes:
Initial Resolution
The guest and host should first attempt to resolve any issues directly between themselves. This includes addressing concerns related to property conditions, amenities, house rules, or any other matters that arise during the stay.
Escalation
If a resolution cannot be reached between the guest and host, the guest should notify the host in writing within 48 hours of discovering the issue. This notification should detail the nature of the dispute and any relevant evidence (e.g., photos, messages, receipts).
Host’s Response
Upon receiving a written notification, the host will respond within 72 hours to discuss the matter further. The host may request additional information or evidence, if necessary, to better understand the issue.
Third-Party Mediation
If the dispute remains unresolved after the host’s response, both parties may agree to seek third-party mediation through a platform. The preferred platform will be the one the booking was made on. In the case of direct booking, a mutually agreed-upon mediator will be defined. The host and guest must abide by the mediator's recommendations.
Dispute Resolution Fees
Any costs associated with third-party mediation or resolution services will be borne by the party found to be at fault. If both parties are found to have contributed to the dispute, the costs will be shared equally.
Final Decision
If a resolution still cannot be reached, the host reserves the right to terminate the guest's stay early. Any remaining funds from the security deposit will be returned or deducted based on damages or violations.
Damages or Violations
In cases involving damages or violation of house rules, the host will provide a written statement detailing the charges and any deductions made from the security deposit. If the dispute is related to damages or house rule violations, the guest has the right to dispute any charges within 14 days of receiving the final statement.
Refunds and Compensation
If a guest is entitled to a refund due to the host’s failure to deliver the property as described, the refund will be processed as soon as possible, subject to any deductions for damages or breaches of house rules. Refunds are determined on a case-by-case basis, depending on the nature and severity of the issue.