Terms & Conditions

Host Smart Booking Terms and Conditions

1. About these terms

These Booking Terms and Conditions apply to holiday accommodation bookings managed by Host Smart Ltd. Please read them, the applicable property cancellation policy and the House Rules before making a booking. They explain your payment obligations, the conditions of your stay and what happens if a booking is changed or cancelled.

Host Smart Ltd is based at 19a Hart Street, Henley-on-Thames, RG9 2AR. Our website is www.hostsmart.co.uk. You can contact us using the details on our website or in your Booking Confirmation.

The accommodation provider and contracting party must be identified to you before you make payment and in your Booking Confirmation. Where Host Smart Ltd acts as an agent for a property owner, your accommodation contract is with the identified owner, and Host Smart Ltd administers the booking on their behalf. Where Host Smart Ltd is identified as the accommodation provider, your accommodation contract is with Host Smart Ltd. References to “we”, “us” and “our” mean Host Smart Ltd when administering your booking and the identified accommodation provider when supplying the accommodation.

“You” means the lead guest making the booking. “Property” includes the accommodation and its grounds. “Arrival Date” and “Departure Date” mean the dates and times stated in your Booking Confirmation. “Booking Price” means the total price agreed for your booking, including applicable separately itemised charges, but excluding the refundable Security Deposit. “Business Day” means a day other than a Saturday, Sunday or public holiday in England.

2. Making a booking

The lead guest must be at least 18 years old and is responsible for ensuring that everyone in the party complies with these terms and the House Rules. You must provide accurate booking and contact details and check the property description, facilities, accessibility and permitted occupancy before booking. Please ask us about any requirements that are important to your stay.

Before arrival, we require proof of identity for the lead booker and the full names of all guests over the age of 16 who will be staying at the Property. We will tell you how to provide this information and the deadline for doing so. Please provide it by that deadline so we can complete the booking checks. Any failure to provide the required information will be handled in accordance with clause 13. Identity documents and guest details will be handled in accordance with our Privacy Policy.

Your booking is accepted when the required initial payment has been received and we issue a written Booking Confirmation. Please check the confirmation and tell us promptly about any errors.

Your contract consists of these terms, the property cancellation policy, any property-specific conditions and the House Rules made available before booking, together with your Booking Confirmation. Property-specific conditions take priority only where clearly disclosed and agreed before booking. For bookings through our website, the payment schedule in clause 3 and the cancellation rule in clause 4.3 apply to all properties. A Booking Confirmation cannot introduce new charges or less favourable conditions that you did not agree to.

For bookings made through a third-party booking platform, the payment and cancellation conditions disclosed through that platform apply. These terms and the House Rules apply to your stay insofar as they are consistent with the booking conditions agreed through that platform.

The Property is supplied for a temporary holiday stay. You must not sublet it, transfer occupation to another person or use it for business, commercial activities or events without our prior written agreement.

3. Payment and separate charges

For bookings made through our website more than 30 days before arrival, a deposit of 50% of the Booking Price is payable when booking. The remaining 50% is payable 30 days before the Arrival Date. For bookings made 30 days or fewer before arrival, the full Booking Price is payable when booking.

Pet fees, electric vehicle charging fees and cleaning fees are separate charges from the accommodation rate. Applicable charges and their payment arrangements will be disclosed before you commit to the booking and itemised in your booking details. Any unavoidable charge will be included in the total price shown before payment. Optional services require your agreement; EV charges calculated by usage will have their rate and calculation method disclosed in advance.

The booking deposit is a payment towards the Booking Price. It is separate from the refundable Security Deposit described in clause 5. Paying a booking deposit does not, by itself, make that deposit non-refundable; refunds depend on clause 4 and the applicable property cancellation policy.

You must pay all amounts by their agreed due dates. If a payment is overdue, we will contact you and give you a reasonable opportunity to pay, taking account of the time remaining before arrival. If payment is still outstanding, we may cancel the booking under clause 13. Access will not be provided until the Booking Price and any required Security Deposit have been paid.

4. Cancellation by you

4.1 Cancellation fees vary by property. The applicable property cancellation policy will be displayed or supplied before booking and confirmed in your booking details. Please check this policy carefully, including the charges that apply at different notice periods.

4.2 All cancellations must be notified in writing using our contact details or, for platform bookings, the platform’s cancellation process. The cancellation date is the date we receive your written notice. We will confirm the cancellation and explain any amount payable or refundable.

4.3 For bookings made through our website, cancellations received 30 days or fewer before the Arrival Date are non-refundable and the full Booking Price remains payable, subject to clause 4.5 and your statutory rights. This includes cancellations received exactly 30 days before arrival. For cancellations received more than 30 days before arrival, the property-specific cancellation policy applies. There is no automatic full refund before the 30-day deadline unless the applicable policy provides one.

4.4 For bookings made through a third-party platform, the cancellation policy agreed through that platform applies. Requests to change dates or transfer a booking are subject to availability and written agreement. A request does not suspend payment deadlines or cancel the original booking.

4.5 Illness, changes in personal circumstances, transport delays, failure to arrive and voluntary early departure are treated as cancellations by you. Refunds are subject to this clause and any applicable statutory rights, including where an early departure results from our breach of contract. We recommend suitable travel insurance to cover cancellation and other travel risks.

5. Security deposits and damage

A refundable Security Deposit is required where stated in the booking details. The amount depends on the size of the Property and will be disclosed before booking and confirmed in your Booking Confirmation.

The Security Deposit is taken 24–48 hours before arrival, using the payment arrangements notified to you. For bookings made within this period, it must be paid before access is provided.

You are responsible for reasonable losses caused by damage, theft, missing items or a breach of these terms by you, members of your party, your visitors or your pets. This may include necessary extra cleaning beyond the standard cleaning covered by the separate cleaning fee, or reasonable key and lock replacement costs. You will not be charged for fair wear and tear or pre-existing damage.

Please report damage, breakages or missing items promptly, including any issues noticed on arrival. We will inspect the Property after departure. Any deductions will reflect reasonable repair, replacement or cleaning costs, taking account of the item’s age and condition. We will provide an itemised explanation and supporting evidence and give you a reasonable opportunity to query any proposed deduction.

The Security Deposit, less any justified deductions, will be returned within 10–14 Business Days after the Departure Date. If a deduction is disputed, we will return the undisputed balance within that period and work promptly to resolve the disputed amount. The Security Deposit is not automatically forfeited for a breach of these terms. If justified losses exceed the deposit, we may seek the reasonable additional amount with supporting evidence.

6. Arrival and departure

Check-in and check-out times are stated in your Booking Confirmation. Please do not arrive early or leave late unless we have agreed this in writing. Any agreed additional fee will be disclosed in advance.

Before departure, remove your belongings, dispose of rubbish as instructed, leave the Property reasonably clean and tidy, and return all keys and access devices as directed. All furniture, towels, dressing gowns and other inventory must remain at the Property. Unauthorised late departure may result in a charge for reasonable losses or additional costs caused.

7. Guest conduct and care of the Property

The maximum occupancy stated in your booking must not be exceeded. Only guests named or otherwise approved for the booking may stay overnight. Day visitors require our prior written permission. Parties and events are prohibited unless expressly agreed in writing.

Please respect neighbours and keep noise to a minimum, particularly between 11 pm and 8 am. Illegal activity, threatening or abusive behaviour and conduct that creates a serious safety risk or significant disturbance are prohibited. Children and other guests requiring supervision must be appropriately supervised.

Smoking and vaping are prohibited inside the Property. Candles, fireworks, lanterns and firepits are prohibited unless a specific facility and its use have been expressly authorised in the House Rules. Drones and other unmanned vehicles require prior permission.

Use the Property and its facilities carefully and follow the House Rules, safety notices and operating instructions. Do not move furniture between rooms. Remove shoes where required by the House Rules, park only in designated spaces and keep access routes clear.

Lock doors and close windows when leaving the Property unattended. Follow the instructions for heating, lighting, air conditioning and electrical appliances, and avoid unnecessary energy use. Use only the designated barbecue equipment and clean it after use.

Where there is a swimming pool, follow all pool instructions, supervise children at all times, keep glass away from the pool, do not run in the pool area and replace the cover as instructed. Additional property-specific safety rules apply where provided before booking.

8. Pets and assistance animals

Pets are permitted only at properties that accept them and only with prior approval. The permitted number of pets and any separate pet fee will be stated in your booking details.

Pets must not be left unattended at the Property or allowed on beds or furniture. Please clean up after them and keep them under control. You are responsible for reasonable damage or extra cleaning costs caused by your pets.

Assistance animals are considered separately from pets, in accordance with our legal obligations. A pet fee will not be charged for an assistance animal where doing so would be unlawful. Please contact us before booking so we can discuss any arrangements needed.

If an animal causes a serious safety risk or persistent disturbance, we may require appropriate action or end the stay in accordance with clause 13. Please contact us before booking if pet allergies are relevant, as we cannot guarantee that a property is free from traces of animals from previous stays.

9. Electric vehicle charging

Electric vehicle charging is permitted only where the Property has an approved charging facility and its use has been agreed. Availability, instructions and any separate charging fee will be disclosed in the property or booking details.

You must not charge an electric or hybrid vehicle from a domestic socket or use a portable domestic charger, extension lead or unapproved connection. Electric bikes and scooters may only be charged in locations and by methods expressly authorised in the House Rules. If no approved vehicle charging facility is available, please use public charging points.

10. Access and third-party services

We or our authorised representatives may enter the Property for necessary inspections, repairs or maintenance. We will give reasonable notice and agree a suitable time wherever practicable. Immediate access may be required in an emergency or where there is a serious risk to people or the Property.

Private chefs, caterers, entertainers and other external service providers require our prior written consent. We may request reasonable details of their activities and appropriate insurance before agreeing access.

Where you contract directly with an independent supplier, that supplier is responsible for their services. Recommendations do not guarantee their performance. This does not exclude liability for our own negligence, breach of contract or services we have agreed to supply.

11. Lost property

Please check the Property carefully before departure and take all personal belongings with you. If we find an item, we will normally retain it for 14 days from the Departure Date and, where the owner can reasonably be identified, make reasonable efforts to contact them.

Please contact us within that period to arrange collection or return. Reasonable postage, packaging and courier costs must be paid before dispatch. We cannot guarantee that a missing item will be found.

After the 14-day retention period, unclaimed items may be donated, recycled or disposed of, subject to any notice requirements and other legal obligations. Where the law requires a longer period or a different procedure, we will follow that requirement. Perishable, unsafe or unhygienic items may be disposed of sooner where lawful.

Nothing in this clause excludes liability for loss or damage caused by our negligence or any liability that cannot lawfully be excluded.

12. Problems and complaints

Please tell us promptly about any problem with the Property or your stay using the contact details in your Booking Confirmation. This gives us a reasonable opportunity to investigate and put matters right. Urgent safety issues should be reported immediately.

If an issue remains unresolved, send us the booking reference, a description of the problem and any relevant evidence. We will investigate and respond as soon as reasonably practicable. Reporting a complaint after departure does not remove your statutory rights, although a delay may affect our ability to investigate or remedy the problem.

Internet speeds and uninterrupted utilities or services cannot be guaranteed. We will take reasonable steps to address faults brought to our attention. Your rights where the accommodation or services fail to meet the contract are unaffected.

13. Cancellation by us and ending a stay

If we cannot provide the Property for reasons other than your breach, we will notify you promptly. We may offer alternative accommodation, but you are free to decline it. If the booking is cancelled before arrival, we will refund payments made for accommodation and services not provided, including any Security Deposit. If a stay has begun, we will refund the unused accommodation and services that cannot be provided. Your other legal rights remain unaffected.

We may cancel a booking or end a stay for a serious or persistent breach, including non-payment, significant disturbance, unauthorised parties, illegal activity or a serious safety risk. Where a breach can reasonably be remedied, we will explain it and give you a reasonable opportunity to put it right. Immediate departure may be required where necessary to address a serious risk or serious misconduct.

Any amount retained after cancellation or termination for your breach must reflect reasonable losses and account for costs saved and income from re-letting, as described in clause 4.5. The Security Deposit will be dealt with under clause 5. There is no automatic forfeiture of all payments or the Security Deposit.

14. Events beyond reasonable control

If an event beyond our reasonable control affects the booking, we will notify you promptly and take reasonable steps to reduce its impact. Examples may include severe weather, flooding, fire, restrictions imposed by public authorities or major interruptions to essential utilities.

If such an event prevents us from providing the accommodation, the refund provisions in clause 13 apply. We will not impose replacement terms retrospectively or require you to accept a credit instead of a refund to which you are entitled. Ordinary maintenance or equipment faults do not automatically remove our contractual responsibilities.

15. Liability and your rights

The accommodation provider is responsible for supplying the accommodation as agreed and with reasonable care and skill. Host Smart Ltd remains responsible for the services it supplies and for its own negligence or breach of contract.

We are responsible for loss or damage that is a foreseeable result of our breach of contract or negligence. Loss is foreseeable if it is an obvious consequence or if you and we knew it might happen when the contract was made.

The accommodation is provided for private holiday use. We do not accept liability for business losses arising from its use for commercial purposes that we have not agreed.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited. Nothing removes your statutory consumer rights.

16. Privacy and general provisions

We handle personal information in accordance with our Privacy Policy, available at https://www.hostsmart.co.uk/privacy-policy.

The version of these terms agreed when you book applies to your booking. Changes published later apply to new bookings. Changes to an existing booking require your agreement unless a change is required by law and does not remove your legal rights.

You may request booking changes by contacting us. We will confirm whether the change is possible and any price difference or reasonable charge before you agree. Any change becomes effective only when confirmed in writing.

A transfer of our contractual rights or obligations will not reduce your rights. If any provision is found unlawful or unenforceable, the remaining provisions continue to apply. A delay in enforcing a right does not mean that it has been waived.

These terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply where you live. The courts of England and Wales have non-exclusive jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts where you live.