These Terms & Conditions (“Terms”) apply to all bookings made with City and Solent Stays (“we”, “us”, “our”). By booking and staying in our accommodation, you (“you”, “the guest”, “the lead guest”) agree to these Terms. Booking the property constitutes acceptance of these Terms by the lead guest and all persons in the booking party.

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1. Booking & Payment

1.1. A booking is confirmed only once full payment has been received and written confirmation issued.

1.2. The lead guest must be at least 18 years old and responsible for all members of their party.

1.3. Payment must be made via invoice, credit/debit card, PayPal, or through a third-party booking platform.

1.4. A security deposit hold of £250 is required and will be pre-authorised on the guest’s payment card prior to arrival. This is a temporary hold only, meaning the funds are reserved by the guest’s bank but not charged or transferred to us. Provided no damage, excessive cleaning, missing items, or breach of these Terms is identified, the hold will be released after check-out.

1.5.Guests staying on behalf of a business must provide valid company details; the business is responsible for compliance with these Terms.

1.6.Valid ID (Passport or UK driving licence) will be requested after booking. 

1.7. All bookings are granted as a short-term licence to occupy for temporary accommodation purposes only. The booking does not create a tenancy, lease, or any form of statutory security of tenure, and no exclusive possession is granted. Guests must maintain a permanent residential address elsewhere and may be required to provide proof of this upon request.

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2. Check-In & Check-Out

2.1. Check-in: 4:00pm.

2.2. Check-out: 10:00am

2.3. Early or late check-in/out may be arranged with prior notice subject to availability. Charges may apply.

2.4. Guests failing to vacate on time may incur additional charges.

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3. Occupancy & Visitors

3.1. Maximum occupancy limits vary between properties and are clearly stated within each individual property listing and booking confirmation. Only the number of guests included in the booking are permitted to stay at the property at any time, and occupancy must not exceed the stated maximum limit.

3.2. Additional guests must be declared to City and Solent Stays in advance and may incur a charge of £20 per person, per night.

3.3. Visitors not staying overnight must be declared to City and Solent Stays. Undeclared guests may incur additional charges and can be asked to leave.

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4. Cleaning & Housekeeping

4.1. Standard check-out cleaning fees are charged when the booking is made.

4.2. For stays of 3 weeks or more, a mandatory clean and linen exchange is arranged every 2 weeks. This service is charged separately. The cost of the service is £90-£120 depending on the property.

4.3. Optional weekly cleaning is available at £90-120 per alternative clean, depending on the property.

4.4. Guests must leave the property in a reasonable condition. Additional cleaning or misuse may incur £200 charges.

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5. Cancellation Policy

These Cancellation Terms apply to all reservations made directly with City & Solent Stays. By placing a booking, guests agree to the conditions outlined below.

5.1. Full refund for cancellations made 14+ days before check-in.

5.2.50% refund for cancellations 7–14 days before check-in.

5.3. No refund for cancellations less than 7 days before check-in.

5.4. Full refund for cancellations within 48 hours of booking, provided the stay is at least 14 days away.

5.5. If we must cancel your booking, we will make reasonable efforts to offer alternative accommodation or provide a full refund if none is available, unless the booking is cancelled due to a breach of these Terms & Conditions or house rules by the guest, in which case no refund or alternative accommodation will be offered.

5.6. Early Departure After Check-In

5.6.1. The first 30 days are strictly non-refundable once the stay begins

5.6.2. Refunds for subsequent months will follow the terms of the signed long-stay agreement.

5.7. If the booking used a discounted monthly rate, City & Solent Stays reserves the right to reprice the used nights at the appropriate shorter-stay rate before calculating any refund.

5.8. Reservation Amendments

5.8.1. All changes to arrival dates, departure dates, guest numbers, or length of stay are subject to availability.

5.8.2. Additional charges may apply if the revised dates fall under a higher rate period.

5.9. Exceptional Circumstances In exceptional situations (e.g., medical emergencies, documented travel disruptions), we may, at our discretion, review cancellation requests on an individual basis. Supporting documentation may be required.

5.10. Refund Processing Approved refunds will be issued to the original payment method. Processing times may vary depending on the guest’s bank or payment provider.

5.11. No-Shows

5.11.1. Failure to arrive without prior cancellation will be treated as a no-show, and the full booking value will be charged.

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6. Behaviour, Quiet Hours & Termination

6.1. Use of the property for parties, loud music, or nuisance behaviour is strictly prohibited.

6.2. Quiet hours are 10:00pm – 7:00am.

6.3. We may terminate a booking immediately for:

• Partying, loud music, nuisance behaviour

• Abusive behaviour toward staff, neighbours, or guests

• Mistreatment of the property

• Non-payment or criminal activity

6.4. No refund will be given for early termination. Additional charges may still apply.

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7. Pets & Smoking

7.1. No pets are allowed unless explicitly agreed in advance. Evidence of pets may incur additional charges.

7.2. Smoking is strictly prohibited indoors; evidence may incur charges from £150.

7.3. Smoking outdoors is permitted if disposal instructions are followed.

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8. Right of Entry

8.1. We or our appointed representatives may enter the property at any time, including for:

• Safety or welfare checks

• Maintenance or emergency repairs

• Breach of Terms

8.2. Spot checks may be carried out without prior notice if any Terms are suspected to be breached.

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9. Additional Charges

Failure to comply with the house rules, Terms and Conditions, or any agreed policies may result in additional charges, including but not limited to fees for damages, excessive cleaning, loss of keys, unauthorised guests, or other breaches of the property rules.

• Smoking indoors: from £150

• Parties/noise/nuisance: from £300

• Excessive cleaning/misuse/pets: from £200

• Specialist cleaning (e.g., carpets): from £200

• Lost keys: £60 • Damaged locks/doorbells: £150

• Excessive damage may incur compensation for loss of revenue in addition to cleaning/repair costs

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10. Facilities & Personal Belongings

10.1. No items may be removed or dismantled. Furniture must not be moved.

10.2. Guests are responsible for personal belongings; we are not liable for loss, theft, or damage. Guests are advised to obtain adequate insurance.

10.3. Broadband, electricity, water, gas, and other utilities may occasionally be interrupted; we will make reasonable efforts to restore service.

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11. Waste Disposal

11.1. All bins inside the property must be emptied into the designated commercial bins outside.

11.2. Recyclables must be disposed of with general waste if separate recycling is not available.

11.3. Rubbish collection occurs weekly; failure to comply may incur additional charges.

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12. Liability & Force Majeure

12.1. We are not liable for death or personal injury caused by our negligence.

12.2. We are not liable for loss, theft, or damage to personal belongings, or for indirect or consequential losses.

12.3. We are not liable for circumstances beyond our control, including but not limited to fire, flood, power outages, strikes, civil unrest, extreme weather, or acts of government.

12.4. Guests under 16 must be supervised by an adult (18+) at all times.

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13. Property Description & Amendments

13.1. Property descriptions and facilities are provided in good faith but may be amended without prior notice.

13.2. We may amend bookings or make reasonable substitutions if necessary.

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14. Complaints

14.1. Guests should report complaints within 24 hours after departure via email.

14.2. Complaints received after this period may not be considered.

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15. Governing Law

15.1. These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

15.2. City and Solent Stays is a trading name of City and Solent Properties Ltd. City and Solent Properties Ltd. is a private company incorporated in England and Wales, registration number 16340216

15.3. City and Solent Properties Ltd is a registered member of the Property Redress Scheme (PRS), Membership No. PRS051618.