Booking Terms & Conditions

These Terms and Conditions of Hire are a contract between:

Polygon Property Services Ltd (Company Number: 12188069); (“us”, “we”, “our”), and you the person making the booking and all adult members of your party who will be staying in any of our properties (“you”, “your”, “client”, “guest”). By making a booking or staying in one of our properties you agree to abide by these terms and conditions.

1. Scope

1.1 Your stay with us is not intended to confer exclusive possession on either the client or guest nor to create the relationship of landlord and tenant between Polygon Property Services Ltd and either the client or any guest. This is a short term letting and you will not be entitled to any rights under any statutory provision including, without prejudice to the generality of the foregoing, the Rent Act 1977, any assured tenancy or assured shorthold tenancy under the Housing Act 1988, or any tenancy arising under or in terms of, or regulated by, the Housing (England) Act 1988, Housing (England) Act 2006, Housing (England) Act 2013, and/or Private Housing (Tenancies) (England) Act 2016, including in each case any amendment or re-enactment of any such statute for the time being in force.

1.2 Our rates are subject to change without notice, unless otherwise agreed by us in writing.

2. Agreement for Occupation

2.1 We permit you to occupy the property for the agreed hire period only and subject to these Terms and Conditions, such occupation being by you personally and only such guests named in the booking, and to use the Inclusive Services. The actions and omissions of any visitor to the property are your responsibility.

2.2 You must be 21 years or over at the time of booking.

2.3 We reserve the right to refuse any booking for whatever reason. We accept your booking when we issue our Booking Confirmation email.

2.4 Unless otherwise agreed you may check in any time after 3pm on the start day of your booking and you must leave by 10am on the last day. If you fail to arrive by midnight on the day of arrival and do not advise us of a late arrival, we may treat the booking as being cancelled by you.

2.5 If you want to increase your length of stay we will do everything possible, subject to availability of accommodation, to find something suitable. It must be noted that this may not always be possible.

2.6 If the number of people permitted to occupy a property is exceeded (which would be in breach of Health and Safety Regulations) we reserve the right to move excess occupants and charge accordingly or require the excess occupants to vacate the property.

2.7 The cost of your stay includes an end of stay clean which you will be charged at the time you pay for the accommodation. Please refer to the itemized charges provided by your Online Travel Agent (OTA) or by us if booked directly for further details.  

3. Paying for your Accommodation

3.1 Bookings made via Online Travel Agencies (OTAs) – e.g. Airbnb /

3.1.1 Please refer to the payment terms as stated in the OTA website

3.2 Bookings made directly with Polygon Property Services Ltd:-

3.2.1 To secure your direct booking, payment in full must be received by us in cleared funds immediately at booking. We draw your attention to clause 5.2 below concerning pre-authorisations which also apply as from your booking.

3.2.2 Should payment of the full amount not reach us immediately or on agreed invoice dates before your arrival we reserve the right to cancel any bookings made.

3.3 Falsified Bookings – Any booking obtained under false pretence will be subject to forfeiture of rental money and the party will not be permitted to check in.

4. Loss and Damage

4.1 Please ensure that you inspect the property on check-in. Unless we receive notification on your day of arrival we will be entitled to assume that you have fully accepted that the condition of the property is in good repair, condition and in a clean and tidy state and you will waive any right to claim otherwise.

4.2 Risk of damage to the property and its contents will pass to you on check-in and remain with you until the property is returned to us. You shall be liable for all loss or damage (except fair wear and tear) caused during the rental period, and for any reasonable loss of rental income resulting from such loss or damage.

4.3 We will notify you of any significant damage to the property as soon as reasonably possible with full details and where possible, photographic evidence. Any significant damage will lead to you being invoiced for the cost of repair or replacement.

5. Additional Charges 

5.1 Additional Charges which may be payable include those items specified in the Booking and any specified in these terms and conditions.

5.2 Where Additional Charges (including charges for damage) are payable, you will be contacted and invoiced to pay the additional charges by means acceptable to us. 

5.3 If you fail to pay any Additional Charge within 13 days of the date of our invoice requiring payment of the same, you will incur an administration fee of £50 to cover the costs of sending you our debt collection letter, which will follow.

5.4 Additional charges may be made for, but not limited to the following circumstances:-

5.4.1 Where there is evidence of guests smoking within the Property, we reserve the right to charge £200 for specialist cleaning, as an Additional Charge.

5.4.2 We expect the Property to be left in a reasonable state on departure, including rubbish being placed in rubbish bins and soiled dishes being placed in the dishwasher or the sink. If, at our discretion, significant additional cleaning is required on departure, the cost of this cleaning will be charged as an Additional Charge.

5.4.3 See section 9 for details on charges for lost keys or being locked out of the property.

6. Changes to your Booking by us:-

6.1 In the unlikely event we have to cancel or make a change to your accommodation we will use all reasonable efforts to contact you as soon as possible to explain what has happened and inform you of the cancellation or change. If possible, we will offer alternatives, but should these alternatives be unacceptable to you the booking will be treated as cancelled and we will refund any money you have paid to us within 7 working days of the cancellation.

6.2 We shall not be liable for changes, cancellations or any other effect on your booking due to events beyond our reasonable control (force majeure), including (by way of example only and without limiting the generality of the foregoing) terrorist activity, industrial disputes, natural or manmade disasters, fire, and adverse weather conditions.

7. Cancellation / Alteration / Extension of your Booking by you:-

7.1 Bookings made via Online Travel Agencies (OTAs) – e.g. Airbnb /

7.1.1 Changes or cancellations to bookings should be made or requested using the OTA and will be subject to the conditions that are applicable for that OTA.

7.2 Bookings made directly with Polygon Property Services Ltd:-

7.2.1 All bookings are fully non-refundable, however, during the current Covid-19 crisis, if you are prevented from travelling due to a lockdown, the booking will be refundable. However we are unable to provide refunds in the event that you or a member of your party has to self isolate due to Covid-19.

7.2.2 We will use our reasonable endeavours to accommodate your requests for alterations to your Booking, subject to availability of accommodation. This will include accommodating changes to the dates and/or duration of your stay. Where dates/duration are changed, you will be liable to pay any price differences. 

7.3 If you wish to extend a stay please give us as much notice as possible to support your request. All extensions are subject to availability and rate change. Where notice to extend a stay has been given, we reserve the right to take all additional payments and charges from any credit/debit card used to make the original booking, or an invoice for the extended period will be sent to your billing address and payment must be made by return. 

8. Our liability for Death, Personal Injury, Loss of Property, Lack of Services, etc.

8.1 We shall have no liability to you for the death or personal injury to you or any members of your party unless this results from an act or omission on our part.

8.2 Any guest using their own electrical appliances (hairdryers, curlers, tongs, shavers, personal computers, personal stereos etc.) must use the appropriate adaptor. Non-UK plugs used without the appropriate adaptor/transformer are a serious fire risk. Please ensure that all heated appliances are switched off and stored safely before leaving the property. Guests found to be in breach of this rule may be asked to leave with immediate effect. 

8.3 You must take all necessary steps to safeguard your personal property and we accept no liability to you in respect of damage to, or loss of such property unless caused by negligence on our part.

8.4 Cars and their contents are parked at their owners’ risk. Please ensure that cars are locked and possessions are left out of sight.

8.5 Items left in the property will be kept for 1 month after departure or forwarded at the guest’s expense.

8.6 Save where there is a total failure to provide useful accommodation as reasonably expected under this agreement, we cannot be held responsible for any failure or interruption to services to the Property, for example, gas, water and electricity, or for any damage, disturbance or noise caused as a result of maintenance work being carried out in or close to any part of the building.

8.7 We are not responsible for the theft and/or damage of your personal belongings during your stay in any property booked. Therefore you are advised to ensure you have appropriate insurances in place. In addition you are advised to ensure you have appropriate travel insurance to cover cancellation and medical expenses. In any case our total liability to you is limited to the total cost of your reservation.

8.8 All descriptions and photographs of the Property are for illustration only and we do not warrant that they are accurate or complete, although we do use all reasonable endeavours to ensure that they are.

9. Keys:-

9.1 Unless otherwise agreed, the owners will issue to the client or guest one set of keys to the property. If at any time the client or guest loses the keys, they must notify us as soon as possible and we will instruct a locksmith to change the lock/key(s) and charge the client or guest.

9.2 If the guest locks him or herself out of the property and requires the owners’ assistance to re-enter the property, we reserve the right to charge an administration fee, as an Additional Charge.

9.3 We will retain keys to the property and will access the property to provide the services set out in this agreement and any necessary maintenance and also to inspect the property and carry out repairs to the structure, roof, exterior or any services, appliances or equipment therein. We reserve the right to enter the property at any reasonable time during your stay for essential maintenance or if we suspect damage has been caused or in case of any emergency. We will make reasonable efforts to contact you before entering the property.

9.4 On check-out, keys must be left in the key lockbox (or the same place as the guest collected them from) and the accommodation must be left locked. Loss of keys will incur an Additional Charge.

9.5 You shall ensure that the property is locked whenever you are not in it. You shall guard the keys against loss or theft at all times.

10. Wireless Broadband Internet

10.1 Wireless Broadband Internet is available at our properties, however, we will not be liable for loss of this service due to connection, environmental or human error and no support service is available. For this reason, wireless broadband internet is not a contractual provision. We do not assume any responsibility for any damage to your computer or the data contained on it, nor the security of any data transferred over the internet. Guests are responsible for the protection of their computers from loss of data, unauthorised access or viruses. 

11. Website

11.1 Reasonable care has been taken to ensure that the content of our website (and/or other means of promotion or advertising) is correct but it is subject to amendment at any time without notice. All content on our website (and/or other means of promotion or advertising) is published in good faith but you acknowledge that we cannot check the accuracy of all information provided.

12. Client’s Responsibilities

12.1 The client will guarantee the following, all being conditions of the contract between us, breach of which would entitle us to cancel the remainder of the booking: –

12.1.1 Smokers must vacate the building should they wish to smoke. UK legislation provides that smoking is not permitted in serviced accommodation. 

12.1.2 Guests will not bring to or consume on the premises any illegal drugs or substances classified under the Misuse of Drugs act (1971) in the property. Any evidence or suspicion of drug use on our premises will be reported immediately to the police and the guest will be asked to leave.

12.1.3 We do not permit towels or linens to be taken from the property. 

12.1.4 Guests will not keep any animals, insects, birds or reptiles in the property, without our permission.

12.1.5 When guests with small children occupy the property, the guest undertakes to provide all suitable childproofing safety equipment.

12.1.6 Guests will not do or permit any act reasonably likely to make any insurance policy on the property void or voidable or increase the premium.

12.1.7 Guests will not do anything that may cause a nuisance or annoyance to the owners or to any other occupier or guest of adjoining properties or do anything at the property that is illegal or immoral. Noise disturbance after 11pm and before 7am can be reported to the local Council. An additional charge will be made if the Management team is called out in response to a nuisance complaint.

12.1.8 At the end of this agreement the property is cleared of the guest’s effects and left in good repair and clean condition. The client will pay (as an Additional Charge) for the repair or replacement of such items of the fixtures, furniture, furnishings and other effects as shall be broken, lost, damaged, or destroyed save for reasonable wear and tear.

12.1.9 Guests will use the property for private residential purposes only and not for any business use.

12.1.10 Guests will not make any alterations to the property or attempt to make any repairs.

12.1.11 Guests will allow us or our authorised representatives permission at all reasonable times to enter the property to inspect its condition or carry out maintenance.

12.1.12 The client will not assign, underlet, sub-license, charge or part with possession of the whole or any part of the property, take in lodgers or share occupation of the property with any person in any way.

12.1.13 Guests will not sell, loan, charge or otherwise dispose of or part with possession of any of the contents located at the property including without limitation the owners’ furniture and effects.

12.1.14 Guests will not hang on the outside of the property any flowerpot or similar object or any clothes or other articles.

12.1.15 Guests will not block or put noxious or damaging substances into the sinks, baths and lavatory cisterns or waste or soil pipes in the property or allow them to overflow, and will immediately report any such blockage etc. to us (see 13.1.16)

12.1.16 Guests will not leave the entrance door or windows to the property open but ensure that all door and window locks are properly engaged at all times. All windows must be closed when not in the Property or during bad weather.

12.1.17 Guests will take all reasonable precautions to prevent condensation by keeping the property adequately ventilated and heated. Extractor fans located in the bathrooms and en-suites must be switched on at all times to prevent damage to the Property.

12.1.18 Guests will not change any lock to the property or have any duplicate keys made.

12.1.19 Guests will notify us as soon as is practicably possible of (a) any plumbing, electrical or general problem or (b) any damage to the property or its contents and shall desist from attempting to remedy such problems on their own.

12.1.20 Guests will notify us of any damage to the property or its contents as soon as is practicably possible.

12.1.21 Guests will maintain properly insured, to their full replacement value, all of their personal property which is kept either at the property or on the guest’s person.

12.1.22 Guests will use all equipment provided at the Property strictly in accordance with its operating instructions and not for any purpose other than its intended use.

12.1.23 Guests will not leave or store any valuable personal possessions anywhere in the property where they can be easily viewed by third parties.

12.1.24 Guests will not play ball games inside or within the grounds of the Property.

12.1.25 The number of people occupying the property does not at any time exceed the maximum number of permitted occupants as set out in your booking of the relevant property.

12.1.26 Guests will use any cleaning products, liquids, tablets etc. strictly in accordance with their usage instructions and ensure that such products are kept out of reach of children. We accept no liability for misuse of products supplied.

12.1.27 Guests will not install any portable cooking appliances, camping stoves or similar items in the property.

12.1.28 Guests will not behave in an abusive or threatening manner toward our staff.

12.1.29 Guests will not use any of the fireplaces within the property.

12.1.30 Guests will not bring any pets to the property.

12.1.31 For properties with Velux windows, guests will ensure that these windows are always shut upon leaving the property to prevent any potential for water damage.

12.1.32 You indemnify us and will keep us indemnified on demand for all claims, liabilities, losses, costs and expenses (including legal fees) incurred or suffered by us (except any incurred as a result of our fault) in connection with this Agreement or in connection with any use or misuse of the property, except for personal injury or death caused by our act or omission.

13. Termination of this Agreement

13.1 This agreement may be ended by us with immediate effect if: –

13.1.1 the accommodation fee is not paid on the payment day, or if you are in breach of any of the terms or conditions set out in this document; or

13.1.2 the client becomes bankrupt, has an administration order made against him or her or has a judgment enforced or entered against him or her.

13.2 We may also terminate this agreement at any time and for any reason on giving the client reasonable written notice.

13.3 Bookings made via Online Travel Agencies (OTAs) – e.g. Airbnb / will also be subject to the OTAs termination conditions. Please refer to the OTA for further details.

13.4 The client will, at the end of the accommodation period, return to us all keys to the property and give us vacant possession of the property.

14. Data Protection and General Data Protection Regulation

14.1 We are required to gather certain personal data about clients and guests for the purposes of satisfying operational and legal obligations. This personal data will be subject to the appropriate legal safeguards as specified in the Data Protection Act 1998. We fully endorse and adhere to the eight principles of the Data Protection Act. These principles specify the legal conditions that must be satisfied in relation to obtaining, handling, processing, transportation and storage of personal data. The principles require (amongst other things) that the personal data shall be obtained for a specified and lawful purpose and shall not be processed in any manner incompatible with that purpose. The purpose for which we hold your personal data is to carry out this Agreement, and we do not pass information on to third parties save for this purpose.

14.2 As prior guests we may seek to add your email address to our mailing list for marketing purposes to provide you with details of future offers for further stays at our properties. We will ensure that all guests are given the opportunity to opt out from being added to our mailing list.

15. Complaints

15.1 In the unlikely event that you are dissatisfied with any aspect of your accommodation please notify the Property manager as soon as possible in the first instance. If you do not give us the opportunity to resolve a problem during your stay, this may affect the final outcome of any complaint received. We aim to deliver the best possible customer service, but in the unlikely event that you are dissatisfied with our service, please contact us by email or you can call us on 07926 175461.

16. Severance

16.1 If any provision (or part-provision) in these terms and conditions is or becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If not possible, it shall be struck out. The rest of the agreement shall remain enforceable.

17. Interpretation

In this Agreement the following words and phrases shall have the following meanings unless the context otherwise requires:

“Additional Charge” means a charge or fee that is additional to the rental and includes those specified as an ‘additional charge’ in these terms and conditions or in the Booking, and also any other reasonable charge or fee incurred by you under these terms and conditions.

“Managing agent” “us” or “we” refers to Polygon Property Services Limited offering serviced accommodation on behalf of the property owners.

“Client” is the person who arranges the accommodation – they could also be the guest.

“Guest” is any adult authorised by us to reside at the property – they could also be the client.

“Property” is an accommodation managed by Polygon Property Services Ltd on behalf of the owner(s) of it.

“Booking” means an offer from you to us to hire one of our properties on the terms of this agreement following your provision of sufficient information to enable us to complete our telephone or Website provisional booking process.

“Furniture and appliances” means such furniture and appliances usually found within the property and any other items which we agree to provide;

“Inclusive Services” means housekeeping service once per week, linen and towel change once per week, use of electricity, gas, water, sewerage, council tax, TV licence.