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Terms & Conditions

Last updated: 05 November 2026.

These terms apply to guests booking or staying in our accommodation and, where relevant, agents, landlords and companies engaging with Premier Property. They should be read with your booking confirmation, property rules and any separate written agreement. Service-specific or platform terms may also apply.

1. Guest bookings

1.1 Reservations and prices

Bookings are subject to availability and are confirmed in accordance with the confirmation issued. Check your property, dates, guest numbers, total price, payment arrangements and cancellation policy before confirming. Prices and mandatory charges will be shown before booking. Bookings made through Airbnb, Booking.com or another platform are subject to that platform’s applicable terms and cancellation policy.

1.2 Payment processing

Premier Property does not directly collect or process guest card payments. For all direct bookings made through our website, Hospitable acts as the Merchant of Record and is responsible for collecting and processing guest payments through its payment provider. Payment processing and payouts are handled by Hospitable in accordance with its applicable payment terms.

1.3 Guest cancellations and refunds

Refund requests are assessed in accordance with the applicable cancellation policy agreed at the time of booking and applicable consumer protection laws.

Where a refund is approved or otherwise legally due, Premier Property will arrange for the refund to be processed through Hospitable. Refunds will normally be returned to the original payment method, where supported by the payment provider.

Hospitable's role in processing payments and refunds does not determine a guest's entitlement to a refund, override the applicable cancellation policy or affect any statutory rights the guest may have under applicable law.

Unless another policy is clearly stated and agreed at booking, this cancellation policy applies to direct website bookings. Deadlines are calculated from scheduled check-in date and time:

  • More than 14 days before check-in: Full refund of the amount paid.
  • From 7 days up to and including 14 days before check-in: 50% refund.
  • Less than 7 days before check-in: Non-refundable, subject to the rebooking arrangement below and applicable legal rights.

If you cancel within 7 days of check-in, we will make the cancelled dates available for rebooking. If all cancelled dates are rebooked, we will refund up to the accommodation amount recovered for those dates, capped at your original booking amount. If the replacement booking generates at least your original accommodation amount, you receive a full refund; if less, the refund is limited to the lower amount. Partial rebooking will be refunded proportionately. Separately charged taxes, fees and amounts not retained by us are excluded where applicable. No refund is due under this arrangement if no replacement booking is secured.

No-shows and early check-outs: No-shows (failure to arrive without cancelling) and early check-outs are non-refundable, including unused nights, subject to applicable legal rights.

Requests to shorten a stay by removing booked nights are treated as partial cancellations and are subject to our Guest Cancellations and Refunds policy. No refund is guaranteed for unused nights. Please email promptly to request a cancellation. Booking changes, including date amendments, guest detail updates and changes to the number of guests, are subject to our Changes to Bookings policy, set out below.

1.4 Changes to bookings

Guests must request booking changes in writing by emailing [email protected] quoting their booking reference and specifying the requested changes. Requests should be made as early as possible and at least 7 days before check-in. Later requests may be considered at our discretion, subject to availability.

Permitted changes include:

  • Check-in or check-out dates, including stay extensions or reductions.
  • Number of nights.
  • Guest details, including name or contact information.
  • Number of guests, subject to the property's maximum occupancy.

All changes require our approval and are subject to availability. Date changes may affect the total booking price depending on the new dates, length of stay and applicable rates. Additional charges may apply if extra guests are added, provided the property's maximum occupancy is not exceeded. Any price difference or additional payment will be communicated before confirmation.

Changes are confirmed only when we provide written email confirmation, including revised booking details and pricing. Until then, the original booking remains unchanged. We reserve the right to decline change requests, subject to applicable law and statutory rights. Requests to cancel a booking, or remove nights from a stay, are subject to our separate Cancellation and Refund Policy and are not automatically treated as date changes.

1.5 Cancellation by Premier Property

If we must cancel a confirmed booking, we will notify you as soon as reasonably practicable. Reasons may include serious property damage (such as fire or flooding), safety or structural concerns, essential utility failure, urgent repairs, severe weather or natural disaster, government or emergency restrictions, or other exceptional events beyond our reasonable control that make providing the accommodation impossible or unreasonable.

We will offer a full refund of the amount paid for the affected booking or, where available, a suitable equivalent alternative property, subject to your agreement. If no suitable alternative is available or you decline it, we will arrange a full refund. We will explain any material differences or extra costs before you decide. Your legal rights are unaffected.

2. Your stay

2.1 Late check-out

Standard check-out

Check-out is by 11:00am. Please vacate the property and return all keys or access devices by this time, unless agreed otherwise.

Grace period

A 10-minute grace period applies until 11:10am, with no late check-out charge.

Late check-out requests

Late check-out may be available for an additional fee, subject to availability and prior written approval. We'll confirm the fee, agreed departure time and payment arrangements in advance.

Unauthorised late check-out

Staying beyond 11:10am without approval may result in a fair, proportionate charge for reasonable, evidenced additional costs, where permitted under your booking terms and applicable law.

Where a security deposit has been paid, any eligible deduction will be handled in accordance with our deposit terms and applicable requirements.

2.2 Early check-in

Standard check-in

Check-in is from 3:00pm (15:00). Please do not arrive or enter the property before this time unless we've agreed otherwise.

Early check-in requests

Early check-in may be available for an additional fee, subject to availability and our prior written approval. We'll confirm the fee, agreed check-in time and payment arrangements in advance. Your early check-in is only confirmed once we've approved it in writing.

Unauthorised early check-in

Entering or accessing the property before your agreed check-in time without approval may result in a reasonable charge, where permitted under your booking terms and applicable law. Any charge will be fair, proportionate and based on the circumstances and additional costs incurred.

Where a security deposit has been paid, any eligible charge may be deducted from the deposit in accordance with our deposit terms and applicable requirements.

2.3 Guest responsibilities and house rules

The lead guest is responsible for the accuracy of booking details and for ensuring all members of their party and permitted visitors follow these rules. Do not exceed the property’s occupancy limit. Use the property responsibly, respect neighbours, keep it reasonably clean and secure, and report damage, maintenance or safety concerns promptly.

  • Smoking is not allowed anywhere inside the property. Parties and events are prohibited.
  • Keep audio and other noise at a reasonable level and be considerate of neighbours. Make visitors aware of and ensure compliance with these rules.
  • Food waste goes in the clearly marked kitchen food bin; general rubbish in the waste bin; paper, glass, plastic, aluminium and metal tins in the clearly marked recycling bin.
  • Before leaving, shut all windows and close blinds. Lock the main door securely with the key; simply closing it does not lock it.
  • When leaving, return the key to the designated lockbox and secure the box, following the instructions. After garden use, lock the gate with the padlock provided.
  • Use the clothing airer to dry laundry. Do not put clothing on radiators. Dry hand towels on the bathroom heating rail.
  • Before first use of an appliance, read its quick guide where provided. Appliance manuals are in the kitchen cupboard marked “Appliance Manuals”. Follow safety instructions.
  • Do not flush paper towels, plastic, condoms, sanitary products or tampons, nappies, cooking oils, food waste or cigarette butts. Dispose of them appropriately.
  • Guests must not alter or reset lockbox codes, tamper with safety equipment, or engage in any unlawful, unsafe or seriously disruptive behaviour.

2.4 Pets

Pets are allowed at selected properties with prior approval. Guests must notify us in advance. Additional pet fees may apply and will be confirmed before arrival.

Pets must not be left unattended, cause noise disturbance, or be allowed on beds or furniture. Guests must clean up after their pets.

Guests are responsible for pet-related damage, excessive cleaning or reasonable complaint-related costs. Applicable charges may be deducted from the security deposit, where permitted and subject to the deposit terms. Breaches may result in withdrawal of pet permission or termination of the stay, subject to applicable law.

2.5 Damage, charges and complaints

Guests are responsible for reasonable, evidenced costs of damage, loss or excessive cleaning caused by their negligence, misuse or breach of these terms. Such costs may be deducted from the security deposit, subject to the applicable deposit terms and law. No arbitrary or undisclosed charges will apply.

Please report pre-existing issues or problems promptly. We will investigate and, where reasonably possible, resolve issues. Maintenance access will be arranged with appropriate notice and permission, except in emergencies where legally permitted.

2.6 Security deposit

A security deposit may be required, with the amount confirmed at booking. The deposit may be used to cover reasonable, evidenced costs arising from:

  • Property or furniture damage or missing items.
  • Excessive cleaning, including pet-related hair removal, odours or furniture cleaning.
  • Smoking indoors, unauthorised guests or breaches of house rules, where applicable costs are incurred.
  • Unauthorised early check-in or late check-out charges, where applicable under our booking terms and Early Check-In and Late Check-Out Policies.

The deposit will be refunded within 48 hours of check-out, subject to inspection and any applicable deductions. If damage or additional costs exceed the deposit, the Guest remains responsible for the reasonable, evidenced balance, payable upon request, subject to applicable law.

3. Agents, landlords and companies

3.1 Agents

Enquiries and introductions do not guarantee a transaction, appointment or commission. Referral fees, commissions, responsibilities and payment terms must be agreed in writing before becoming payable. Agents must be authorised to share property or client information.

3.2 Landlords

Property management, landlord, sourcing and corporate arrangements may require a separate written agreement covering services, fees or rent, responsibilities, repairs, insurance, compliance, access, duration, termination and handover. A website enquiry alone does not create such a relationship.

3.3 Companies

Corporate bookings are subject to availability, agreed rates, occupancy, payment and cancellation terms. The booking company must have authority to reserve and provide accurate details. Invoicing, purchase orders, credit terms and discounts must be agreed separately where relevant. All parties must comply with applicable law and disclose relevant property restrictions, consents and obligations.

4. General terms

We provide agreed services with reasonable care and skill. We will communicate promptly about disruptions and handle remedies in accordance with the booking terms and applicable law. Nothing in these terms limits liability where unlawful or affects statutory consumer rights.

We handle personal data under our Privacy Policy and applicable data protection law. Booking information may be shared with Hospitable, payment providers and relevant service providers as necessary.

These terms are governed by the laws of England and Wales, subject to mandatory consumer protections. We encourage resolving disputes with us directly. Changes to these terms will not affect confirmed bookings or signed agreements automatically.

5. Contact

If you have a question about these Terms & Conditions, booking or our services, please contact Premier Property.