Guest standards and house rules

Every guest accepts our terms and the house rules when they book. The rules are the same in the apartments we own and in partner properties, so guests know what to expect wherever they stay.

What guests agree to

• Only the guests named on the booking may stay. No unregistered overnight visitors.
• No parties or events.
• Noise kept down, especially at night.
• No damage to the property, and no furnishings removed.
• No pets unless the apartment is listed as pet-friendly and it has been agreed in writing. Assistance dogs are accepted by arrangement.
• No unlawful activity.
• Access codes are not shared with anyone outside the booking.

The guest-facing version is at house rules.

How the rules are enforced

Our team handles it. A serious breach can end the stay immediately without a refund, and the guest can be charged for damage or extra cleaning. Guests are verified by email and phone before they can book, so we always know who is staying.

Damage

Cleaning teams inspect the apartment after every stay. Damage beyond normal wear is recorded and charged to the guest under our terms. We tell you about any damage that affects the property or its availability, and about how it is being dealt with. What is recovered and how it is passed on is in your partner agreement.

Noise and neighbours

If neighbours or other guests report a disturbance, our team contacts the guest straight away. Please pass any complaints you receive to us rather than approaching guests yourself, so there is one point of contact and a record. See when something goes wrong during a stay.

Your own rules

If your building has specific requirements, for example bin days, a quiet-hours policy or parking arrangements, tell us and we include them in the arrival instructions for that property. Rules that would make the apartment unusual compared with the rest of the portfolio should be agreed before the property is listed.