GUEST TERMS AND CONDITIONS
By booking accommodation with Keywell Property Solutions Limited you are agreeing to the following terms and conditions.
1. THE BOOKING:
Your booking is with Keywell Property Solutions Limited (referred to as Keywell Property Solutions Limited in these terms and conditions) which is a Limited Company registered in England and Wales 16665668 of Kings House, 202 Lower High Street, Watford WD17 2EH.
1.1. References to you or your, are references to the person or organisation making the booking with Keywell Property Solutions Limited.
1.2. These terms apply to bookings made via the Keywell Property Solutions Limited website, by email or telephone or in person with Keywell Property Solutions Limited. Bookings made via Booking.com, Tripadvisor, AirBnB and VRBO will be subject to their terms and conditions and additionally our own terms noted here.
1.3. Your booking is confirmed and a legal contract concluded once your payment has been successfully made. No booking is made or contract concluded when payment is declined or unauthorised.
1.4. You agree that the booking is for a short term stay for leisure, business or temporary purposes and does not give rise to an assured shorthold tenancy or lease and is an excluded agreement within the meaning of s.3A(7)(a) of the Protection from Eviction Act 1977.
1.5. Bookings can be for any length from one night up to three months. Bookings may be made at any time up to 24 hours prior to your stay to enable us to check your status and credit card details are correct.
1.6. Bookings may only be made by a person 21 years or above and there must be at least one-person 21 years or above staying in the accommodation. Proof of ID is required as to is proof of address which must match that of the credit card used for payment.
1.7. You may not re-sell or re-assign your booking to any other person or organisation except with the express authority of Keywell Property Solutions Limited.
2. PAYMENTS & CANCELLATIONS
2.1. All payments must be made by Credit or Debit Card. Keywell Property Solutions Limited does not charge booking fees or credit card fees.
2.2. For direct bookings, payment must be made either by immediate card payment or by invoice, depending on the method agreed at the time of booking. Card payments must be completed at the time of booking. For invoice bookings, payment is due immediately upon receipt of the invoice unless a different payment deadline has been expressly agreed in writing. Bookings are not confirmed until payment has been received in full.2.3. The total price for your stay will be confirmed to you before payment is made. Pricing is dynamic and may vary at any time prior to payment.
Direct Booking Cancellation Policy:
2.4. Guests may cancel up to 5 days before check-in for a full refund.
Cancellations made within 5 days of check-in are non-refundable, and the full booking amount will be payable.
Platform Bookings (Airbnb, Booking.com, VRBO):
2.5. Where bookings are made through external platforms, the cancellation policy of that platform will apply and overrides any direct booking policy stated here.
2.6. In the unlikely event that Keywell Property Solutions Limited must cancel a booking due to unforeseen circumstances, a full refund will be issued. This does not apply where cancellations are required due to guest misconduct, breach of terms, or failure to pay on time.
3. YOUR STAY
3.1. Check-in time is from 3pm and check-out time is no later than 11am unless expressly agreed by Keywell Property Solutions Limited otherwise. Keywell Property Solutions Limited may request an additional payment for early check-in or later check-out. Information on the check-in and check-out procedure and access to the accommodation will be provided separately.
3.2. Keywell Property Solutions Limited provide serviced accommodation rather than a hotel or guest house service. Keywell Property Solutions Limited do not provide meals or newspapers.
3.3. Included in your room/apartment will be linen and towels, shower gel and shampoo. A mid-stay cleaning service including linen change can be provided at an additional cost, further information is available on request.
3.4. Your accommodation will also include a supply of coffee, tea and sugar.
3.5. You are responsible for the conduct of all persons staying within the accommodation and shall ensure that they comply with these terms and conditions. In particular you and your guests must not:
3.5.1. Smoke or vape in the premises. All rooms and common spaces in our accommodation is strictly non-smoking – you and other guests may only smoke outside of the premises.
3.5.2. Bring any pets into the premises, with the exception of assistance dogs or unless expressly agreed by Keywell Property Solutions Limited;
3.5.3. Bring any potentially dangerous or hazardous materials or equipment onto the premises;
3.5.4. Tamper with any fire alarms or emergency equipment;
3.5.5. Remove, damage or destroy any Keywell Property Solutions Limited property;
3.5.6. Use any technology provided by Keywell Property Solutions Limited to download or access any unlawful or obscene material;
3.5.7. Cause unreasonable disturbance to our other guests or any Keywell Property Solutions Limited staff;
3.5.8. Make excessive noise particularly after 10 pm especially from TV's and other electronic devices;
3.5.9. Fail to return your room keys/fobs/cards at the end of your stay as, in the interests of security, we may have to replace the corresponding locks.
4. SURVEILLANCE & SECURITY
4.1. For the safety and security of the property and its occupants, Keywell Property Solutions Limited operates external security cameras.
A Ring doorbell is installed at the front entrance, and a Ring security camera is installed in the rear garden, facing the entrance only.
4.2. These cameras record video footage of the exterior areas only. No cameras are installed inside the property, and no interior areas are monitored.
4.3. By proceeding with your booking, you acknowledge and agree to the use of external security cameras for security and safeguarding purposes.
4.4. Tampering with, covering, disconnecting, or interfering with any security camera or doorbell device is strictly prohibited and may result in immediate cancellation of the booking without refund, plus additional charges for repairs or replacements where applicable.
5. DAMAGE, THEFT & COSTS
5.1. Keywell Property Solutions Limited reserves the right to charge to the credit/debit card used for payment or any other card used to provide security in respect of:
5.1.1 The cost of replacing or repairing any property of Keywell Property Solutions Limited including furniture, upholstery, fittings, appliances or other fixtures and items which are damaged during your stay;
5.1.2 The cost of replacing any items of property which are stolen from the accommodation during your stay.
5.1.3 For bookings made direct or via Booking.com, a refundable damage deposit up to £200 is required. This will be collected prior to check-in or on arrival and refunded in full after check-out subject to a satisfactory inspection of the accommodation. For bookings made via other platforms (Airbnb, Vrbo, etc.), deposits are managed in line with the platform’s own policies.
5.1.4 Any breach of our non-smoking policy. A standard charge of £80.00 will be charged to your card where we find evidence of smoking within the accommodation to cover cleaning costs, but we reserve the right to charge additional amounts to cover any damage caused by smoking.
5.2. Such costs may be charged on check-out but Keywell Property Solutions Limited reserves the right to apply such charges to your card at a later date where necessary.
5.3. Where Keywell Property Solutions Limited is unable for any reason to apply such a charge against your credit/debit card then an invoice will be sent to you and which you agree to pay within 7 working days of receipt.
5.4. Keywell Property Solutions Limited will provide a receipt including a break-down of costs for all additional charges made to your credit or debit card.
6. PRIVACY, DATA PROTECTION AND CREDIT/DEBIT CARD SECURITY
6.1. Keywell Property Solutions Limited processes information about you that you provide when making a reservation and/or upon check-in in accordance with our privacy policy. By providing this information you consent (on your behalf and on behalf of each member of your group) to such processing and you warrant that all information provided by you is accurate.
6.2. You should note that we are required by law to maintain a register of all guests’ names and nationality (to be taken on arrival) and to keep such details on file for at least 12 months from the date of arrival. In addition, for guests who are not of British, Irish or Commonwealth nationalities we are required to take details of your passport or other travel documentation and the address of your next destination.
6.3. For full details on how we collect, use and store personal data including the use of cookies please refer to our full privacy policy.
6.4. We use a secure third-party service called Stripe to process card payments. This service is PCI-DSS compliant and allows us to make charges to your credit and debit card in accordance with these terms. We do not make or store any copy of your card details in our own systems or elsewhere. You can read the privacy policy of the third-party provider here.
7. COMPLAINTS
7.1. Keywell Property Solutions Limited want to ensure that you have an enjoyable stay.
7.2. If you have a problem during your stay, please talk to any member of staff who will be able to help you.
7.3. If Keywell Property Solutions Limited are unable to informally resolve any complaint you have at the time of your stay, then you may submit a formal complaint in accordance with this procedure. Formal complaints should be submitted in writing using the contact details below. Please provide as much information as possible in order that Keywell Property Solutions Limited may properly investigate your complaint.
7.4. Your complaint will be dealt with by an appointed member of the Keywell Property Solutions Limited management team. Keywell Property Solutions Limited aims to respond to formal complaints within 7 days but if this will not possible Keywell Property Solutions Limited will notify you of this and of when it expects to respond. Keywell Property Solutions Limited will set out the outcome to your complaint in writing.
7.5. Keywell Property Solutions Limited reserves the right to reject without further investigation any vexatious complaint or complaint made in bad faith.
Email address: info@keywellproperty.co.uk
Postal address: Kings House, 202 Lower High St, Watford, WD17 2EH
8. LIMITATION OF LIABILITY
8.1. The liability of Keywell Property Solutions Limited to you under these terms and conditions shall be limited to the total value of your booking (unless the Hotel Proprietor’s Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act) except where such loss is caused by our negligence, in which case it shall be limited to any direct and reasonably foreseeable loss suffered by you.
8.2. Keywell Property Solutions Limited shall not be liable in any circumstances to you for any consequential or indirect loss including loss of profit, data, management time, reputation or goodwill.
8.3. Keywell Property Solutions Limited shall not be liable for any damages or loss caused by conditions or events beyond its control including, but not limited to:
8.3.1. Strike, lockout or other labour dispute affecting the employees of Keywell Property Solutions Limited.
8.3.2. Acts of God;
8.3.3. Natural disasters;
8.3.4. Acts of war or terrorism;
8.3.5. Act or omission of government, highway authorities or telecommunications carrier, operator or administrator;
8.3.6. Delay in manufacture, production or supply by third parties of equipment or services required for the performance of the Services or production and supply of the Goods;
8.4. Nothing in this clause or these terms shall limit Keywell Property Solutions Limited’s liability for death or personal injury or in respect of fraudulent misrepresentation.
8.5. Guests remain responsible for their own safety and must ensure all members of their party follow reasonable precautions while on the premises.
9. SEVERABILITY
9.1. If any provision or provisions of these terms and conditions shall be held to be invalid, illegal, unenforceable or in conflict with the law of any jurisdiction, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired thereby.
10. WAIVER
10.1. The failure of any party at any time to require performance of any provision or to resort to any remedy provided under these terms and conditions shall in no way affect the right of that party to require performance or to resort to a remedy at any time thereafter, nor shall the waiver by any party of a breach be deemed to be a waiver of any subsequent breach. A waiver shall not be effective unless it is in writing and signed by the party against whom the waiver is being enforced.
11. ENTIRE AGREEMENT
11.1. These terms and conditions constitute the entire agreement of the parties and supersedes all prior communications, understandings and agreements relating to the subject matter hereof, whether oral or written.
12. THIRD PARTY RIGHTS
12.1. Nothing in this Agreement is intended to, nor shall, confer any rights on a third party unless expressly provided otherwise.
13. JURISDICTIONS
13.1. This Agreement shall be construed in accordance with English Law, and the Courts of England and Wales shall have exclusive jurisdiction in so far as any matter arising from this Agreement is required to be referred to a court of law.
13.2. By signing or accepting this agreement online, the lead guest confirms that they have read and agree to all terms, house rules, and policies contained herein.