Last updated May 2025
Pass the Keys is a short-let management company. We manage holiday let and serviced accommodation properties on behalf of our Property Owners (”Owners”) as per the relevant Agreement with each Owner.
These Terms and Conditions are an integral part of this Licence Agreement between You (Guest/Licencee staying in a Property managed by Pass the Keys), the Property Owner (“Owner”) and Us (Pass the Keys Limited and its authorised representatives). The Owner authorised us to enter into this Agreement with you on their behalf.
These Terms and Conditions apply to all Bookings made directly with Us through our website https://book.passthekeys.com/, by phone or other means. These T&Cs don’t apply to Bookings made through other Platforms or agents, such as Airbnb, Booking.com, etc. Please read these Terms and Conditions carefully as they contain important information about your rights, remedies and obligations.
We are not a traditional letting agent and do not rent out properties on a long-term basis (i.e. assured shorthold tenancy in the UK).
You can only book our properties as a holiday let (as mentioned in the UK Housing Act 1988 Schedule 1 paragraph 9 or similar legislation in other jurisdictions) or as serviced accommodation as a non-primary residence.
You acknowledge that the Licence granted by this Agreement is not an assured tenancy and that no statutory periodic tenancy will arise when it ends.
Your use of the Property during the Booking will, at all times, be in accordance with this Agreement. You acknowledge that the Property and the building in which the Property is situated (the “Building”) are owned by a third party (“Owner”).
The Property Owner pays for all Property utility bills (water, gas, electricity, internet, local taxes such as council tax in the UK). The cost of utilities is included in your Booking payment either as part of the nightly rate or separately, in which case it will be mentioned in the Booking details.
Depending on the Property’s location, local authorities may require you to pay tourist tax. We will communicate through an online listing of the relevant taxes and whether they are charged separately.
For the safety of the Property and to comply with local laws, we require that you do an online ID verification before check-in. We will pass your details on to Truvi, our verification partner, and they will reach out to you directly. A successful ID verification is required before we send you the Property access instructions and before you can check in to the Property.
We also require a damage deposit or a damage waiver, as specified in the listing. Damage deposits are refundable (less transaction fee), provided there is no damage.
For Bookings of 27 days or less, we will clean the Property before and after your Booking. If there are any cleaning issues, please contact us within 24 hours of check-in.
We will provide clean bed linen and towels for each guest at the start of your stay. All linen and bedding for any sofa bed as advertised in the listing will be provided to meet the maximum advertised occupancy of the Property. Details of the storage location for additional bedding can be found in the guest manual. Any additional linen supply will be charged upon your request.
For Bookings of 7 days or more, in addition to before and after cleaning, we offer additional cleans and linen changes at an extra charge if required. Please contact us at the details provided.
Should you need to cancel a Booking, you can contact our Guest support team via phone or email provided to you at the time of Booking.
For stays of 27 days or less:
For stays of 28 days or more:
If the Property becomes unavailable for all or part of your stay, we reserve the right to relocate you to a different Property of similar quality or better. If you don’t desire to be relocated, we have the right to cancel the Agreement and to issue a refund of the remaining Booking amount on a pro-rated basis. We will not be liable for any further amounts in respect of the cancellation of the Agreement.
Unless we otherwise notify you or agree separately, your booking will begin on the check-in date at the specified time in the listing and end on the check-out date at the time specified in the listing. If the Property is available after your check-out, you can request to extend your Booking. You can only extend your Booking with our written agreement, and only after paying the new Booking amount (rate may vary) and re-accepting these Terms and Conditions.
If you fail to vacate the Property by the check-out time on the check-out date without an agreed Booking extension, we will charge you for additional days at the rate of your stay plus a £200 plus VAT compensation fee per day for each day you occupy the Property beyond your Booking.
You can shorten your Booking by giving us 30 days’ advance written notice. In the event of such early termination, we will recalculate the Booking amount as if the Booking were made for a short period and will issue a refund if applicable.
You must pay the entire Booking amount before your Booking/ Booking extension commences.
If you choose the ‘Part now, part later’ payment method, we must receive the remaining balance no later than 14 days before the check-in date. If full payment isn’t received 14 days before the check-in date, we will deem the Booking cancelled by you. We will refund the part payment amount as per the cancellation terms in these Terms and Conditions. We will process any refund within 7 working days of the reservation cancellation.
For Bookings of 28 days or more, we can, at our discretion, allow you to pay in monthly segments instead of upfront. In that case, you need to pay us for each segment/part of your Booking at least 14 days before that segment starts. If we don’t receive the payment at least 14 days before, we will cancel the remaining segments and release the calendar for other Bookings.
Unauthorised Early Check-in/Late Check-out: A minimum charge of £50 plus VAT (or as specified in the listing) may be applied for unauthorised early check-ins or late check-outs.
Lost Keys Please be careful with your keys, as there is a minimum charge of £100 plus VAT (or as specified in the listing) for lost keys.
Call Out/Spare Key Delivery: A minimum charge of £100 plus VAT (or as specified in the listing) will be incurred for callouts for lockouts and spare key delivery or if keys are not left in the key safe upon departure.
Additional services. We may offer additional services in certain properties (e.g. periodic cleaning), for which we may charge additional fees. We will communicate fees for additional services upon request.
As Pass the Keys is an agent for the Owner, the Booking amount will have VAT only if the Owner is registered for VAT. Please note that the majority of our Owners are not registered for VAT. Regardless, you will get a payment confirmation and a receipt from Stripe. Upon request, we can issue an invoice on behalf of the Owner if necessary.
All additional sums payable by you to us are VAT exclusive. You should pay VAT in respect of all taxable supplies made to you in connection with this Agreement on the due date for making the relevant payment for the service. Pass the Keys can issue a VAT invoice for any additional charges or services provided by Pass the Keys to you directly separate from the Booking amount.
You agree that the number of people staying in the Property will not exceed the maximum number of guests stated on the listing. The Property will only be occupied by you and other authorised individuals agreed with us in advance, such as partners, spouses, and/or children (“Authorised Occupants”). All rules, limitations, prohibitions or restrictions imposed upon you in this Agreement shall also be deemed to apply to Authorised Occupants, regardless of whether or not Authorised Occupants are referenced explicitly in the applicable provision. Occupancy of any part of the Property by any person other than you or Authorised Occupants, including third-party guests or visitors, for five (5) days in any thirty (30) day period shall require our advance written permission. In no event may the number of occupants of the Property exceed the number of guests stated on the listing. You shall not commit, nor permit, any waste or nuisance upon, in or about the Property or the Building. You shall not take any action, nor permit any action, that interferes with the comfort, safety of enjoyment of the Property’s neighbours.
You agree that the purpose of your Booking is in line with current government guidelines as a holiday let or a temporary serviced accommodation and not a primary residence. You shall not use the Property for commercial purposes like social gatherings, filming, photographing or parties.
The Property may only be used as a residential dwelling. No use of the Property by you, Authorised Occupants or your visitors for activities of an illegal nature will be tolerated.
Violation of this policy constitutes a material breach of this Agreement, and we reserve the right to immediately terminate this Agreement in connection with any violation of this policy without notice and without a refund.
We will send the Check-in / Check-out instructions to the email address provided by the primary Booking guest.
All our properties are accessible via a keysafe/lockbox unless otherwise noted on the listing. We will send you the Keysafe Code in a separate email 24 hours prior to check-in.
Our standard check-in time is from 3 pm onwards, although this can differ depending on the Property – please check on the listing. You will find one set of keys to the Property available upon check-in
Check-out time is before 11 am, unless specified differently in the listing. Please check on the listing for the exact time. All keys must be returned to the keysafe by that time.
You and your party must allow our team and service providers to access the Property at all reasonable times and, in the case of an emergency, at all times with or without you or your party being present. This is to enable any urgent work to be carried out and to comply with all relevant requirements of all regulatory bodies.
You shall report any maintenance issues or other concerns related to the condition of the Property as soon as reasonably possible. We will try to resolve any urgent maintenance issues within one working day and non-urgent issues within five working days.
If you are not present when the maintenance team arrives to address the issue, you will need to leave the keys in the key safe (where applicable) to allow them access to the property. After the visit, the keys will be returned to the key safe.
Without limiting our right to access the Property for repair and maintenance, we have the right to conduct non-emergency visits to the Property upon twenty-four (24) hours’ notice so as to examine the condition of the Property or to inspect, maintain, repair or replace the furniture and furnishings, or to comply with any obligations imposed by the Owner or by law.
For Bookings of 28 days or more, we have the additional right to conduct viewings of the Property with potential new Guests/ Licencees during the last thirty (30) days of the Booking, upon twenty-four (24) hours’ notice to you, between the hours of 8:00am and 7:00pm local time.
You and your party agree to retain the Property and its contents in the same condition and repair as found on your arrival. You must leave the Property in a reasonable, clean and tidy state on your departure. We may charge you for any additional cleaning should this be deemed necessary.
Please note you will not be charged for the odd broken glass or cup however charges will be made for any damage to the Property or its contents, or if any additional cleaning costs are incurred. If you or any of your party by act or omission cause damage to the Property and/or its contents, you agree to pay upon written demand any reasonable costs incurred in making good any such loss or damage.
You shall not remodel, renovate, paint, or otherwise alter the Property, its contents or common areas in any part of the building. You may not remove any of the furniture or furnishings from the Property.
You may not assign your rights under this Agreement. You may not sublet or transfer possession of all or any part of the Property to any third party. You may not list the Property on any short-term rental site such as Airbnb, VRBO or other such service. Any advertising or online postings as well as actual rentals of the Property to holiday lets or short-term lets by you constitutes a material breach of this Agreement and, subject to applicable law, we will be entitled to terminate this Agreement and require you to vacate the Unit. Any person who is not the Licensee or an Authorised Occupant who occupies any portion of the Property shall constitute an unauthorised subletting or assignment under the terms of this section.
Certain pets may be allowed in certain Properties, as indicated on the listing webpage. No pets or animals (including, without limitation, dogs, cats, birds, fish, reptiles, rodents or insects) are allowed in or about the Property or the building, including on a temporary basis or with an accompanying visitor, except as required by law or by our express written consent as set forth in the Agreement.
In the event we permit you to keep a pet in the Property, we may charge an additional pet deposit or pet fee.
You assume full responsibility for any damages caused by the pet.
Smoking of any substance is not allowed within our properties. We will charge, and you agree to pay, a damages fee of £500 plus VAT for each violation of this policy, in addition to the actual costs for the replacement of furniture, additional deep cleaning services, repainting and other remedial services required to return the Property and its furnishings to its prior condition. You shall inform your party and invitees of this policy and will be responsible for their adherence to it. Any violation of this non-smoking policy shall be deemed a material breach of the Agreement and grounds for termination thereof.
All our properties provide WiFi internet access. However, no warranty is given as to the speed of the WiFi service or its reliability.
We do not accept any liability in relation to any damage to, or loss of your personal belongings except where such damage or loss is caused by our negligence. It is your responsibility to ensure that you have adequate holiday insurance cover. Lost items will be held for a period of 14 days from the departure date and kept with our local team. Items will be returned on request. Charges will be passed over to cover the cost of postage and packing.
For your safety, it is important that you read and adhere to the information provided within Guest Manuals supplied upon check-in, including important details regarding appliances. We have ensured the Property is reasonably safe for the purpose of our customers’ needs however each customer has a duty of care to take care of his or her own safety. Please ensure that you use the facilities safely & responsibly.
This Agreement is for a fixed term. This Agreement serves as at least thirty (30) days’ written notice from you to us that you wish to terminate the Booking on the check-out date. This Agreement also serves as at least thirty (30) days’ written notice from us to you that we wish to terminate the reservation on the check-out date.
Except where limited by law, we may, upon written notice, terminate this Agreement immediately upon the occurrence of (i) criminal activity by you, Authorised Occupants or anyone else visiting you at the Property, (II) your material breach of this Agreement, or (iii) such other event as otherwise specifically set forth in this Agreement.
Should your Booking and experience not meet expectations, you need to raise a complaint, please contact us by phone or by email at the details provided to you during your Booking.
Please make sure to raise any concerns during your Booking to give us an opportunity to resolve the issue promptly.
This Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
We do not accept liability nor pay any compensation for any unforeseen events that may take place in the Property or the Building outside of the Licensor’s control. Any such events will be considered events of “Force Majeure” and NOT as negligence. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, swimming pool closure, power outages, air-conditioning failure, elevator shut downs, TV telephone or internet service interruptions, water shortages, construction noise, evacuation by authorities, and all similar events. Any delays in the performance of our obligations under this Agreement shall be excused to the extent that such delays are caused by events of Force Majeure, and any time periods for performance will be extended accordingly.
You shall be liable for, and shall, to the fullest extent permitted by law, indemnify and hold harmless us and the Owner from any and all damages to any property or physical injury to any person arising as a result of any act or omission by you, your visitors, or any person occupying the Property or visiting you on the premises. Any damage or loss caused by you or any of your visitors throughout the duration of the Booking must be reimbursed by you at the time of any incident and prior to the end of the Booking.
Subject to this clause, we are not liable for:
Nothing in clause shall limit or exclude our liability for:
A person who is not a party to this Agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Licence Agreement.
