Guest Policy

Last updated April 2021


When you make a booking with one of Our Properties you enter into a contract for which the following terms & conditions apply.

Pass the Keys Limited, act only as third party service for the owners of the property. In all circumstances, the Contract of Letting is between yourself as a guest and the host as an owner. This agreement is made on the basis that the property is to be occupied by yourself for a period of time (as mentioned in the Housing Act 1988 Schedule 1 paragraph 9 or similar legislation in other jurisdictions) and that you acknowledge that the tenancy granted by this agreement is not an assured tenancy and that no statutory periodic tenancy will arise when it ends.

Guest Verification

Booking conditions are subject to the successful guest verification process being conducted prior to check in. Our verification platform partner Superhog reaches out to all primary guests at the point of booking to support the verification process.

Guests who have not completed verification will not be sent relevant access information, and Pass The Keys reserves the right to cancel the booking subject to the company cancellation policy should the guests not provide.


Should you need to cancel a booking the 24/7 Guest support team should be contacted via phone on (+44) 0203 893 2230 or via email at

Guests may receive a full refund if they cancel within 48 hours of booking and at least 14 full days before the listing’s local check-in time. After 48 hours guests are only entitled to a 50% refund regardless of how far the check-in date is.

Guests will receive a 50% refund of the accommodation fees if a reservation is cancelled at least 7 days before check-in. If the guest cancels a reservation less than 7 days in advance, the reservation is not eligible for any refund.

Additional Charges & Refunds

A £30 charge may be applied for an unauthorised early check in or late check out.

Please note that you will be charged £100 for lost keys, so please be careful with them.

Please note that you will be charged a minimum of £50 for a call out for lockout and a spare set of keys delivery, or if  keys not left in the key safe on departure.

Rental Period

The rental period commences, unless otherwise notified, by 3:00pm on the day of arrival and terminates at 11:00am on the day of departure.

Use of Property

You agree that the number of people staying in any properties managed by Pass the Keys will not exceed the maximum number of guests stated on the listing.

You agree that the purpose of your stay is in line with current Government guidelines. The property managed by Pass the Keys is to be used for Domestic travels, Essential Travellers, Domestic Purpose. Therefore any parties are strictly prohibited.

Our Properties will be used for personal and domestic purposes only. You shall not use the property for any commercial purpose, such as social gatherings and parties. All properties managed by Pass the Keys reserves the right to terminate without notice and without refund for a breach of this condition.

You agree that Our Properties will not be used for any activity or in such a way as to cause a nuisance or annoyance to neighbours of the property.

Access & Check In / Out

Check in / Check out instructions are to be sent by Pass the Keys management company to the email address provided by the primary booking guest.

All Properties are accessible via a lockbox, unless otherwise noted on listing. Instructions are to be sent to the email address provided on your booking reservation.

Keysafe Code can be found within a separate email provided 24 hours prior to check in.

Standard check-in time is from 3pm onwards.

Check-out time is before 11am.

You or your party must allow the local management team or/and service providers to access to the property at all reasonable times and in the case of emergency at all times with or without you or your party being present. This is to enable any urgent work to be carried out, visits to allow all properties managed by Pass the Keys to comply with all relevant statutory requirements and the requirement of all regulatory bodies to which our Properties belong.

Care of Property

You and your party agree to retain the property and its contents in the same condition and repair as found on your arrival.

If either you or any of your party by act or omission cause damage to the property managed by Pass the Keys and/or its contents, you agree to pay upon written demand any reasonable costs incurred in making good any such loss or damage.

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.

You must ensure that Our Properties are left in a reasonable, clean and tidy state on your departure. We may charge you for the cost of any additional cleaning should this be deemed necessary.

Property Keys

Our Properties will issue you  one set of keys to the property available on check in. All keys must be returned to the key safe on the departure date. If you lose a set of keys, Our Properties will deduct the cost of the replacement from your security deposit.


Smoking is not allowed within the building. In a case of smoking evidence the guest and its party will be charged additional cost.


Clean bed linen and towels per guest will be provided 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 within the guest manual. Any additional linen supply will be charged upon guest request.


All properties within Pass the Keys management provide WiFi access. However, no warranty is given as to the speed of the WiFi service nor its reliability.

Personal Belongings / Lost Property

Our Properties do not accept any liability in relation to any damage to, or loss of your personal property and belongings except where such damage or loss is caused by the negligence of Our Properties. It is your responsibility to ensure that you have adequate holiday insurance cover. Lost property will be held for a period of 14 days from the departure date and kept with Pass the Keys local team. Items will be returned on request. Charges will be past over to cover the cost of postage and packing. Our Properties do not accept responsibility for the safe carriage of any items returned.

Health & Safety

For your safety it is important that you read and adhere to the important information provided within Guest Manuals provided upon check in, including important information regarding appliances. Our Properties 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.

Resolutions Procedure

Should your stay and experience not meet expectations, and you need to raise a resolution. Please contact the Guest Support team contacted via phone on (+44) 0203 893 2230 or via email at Under no circumstances will compensation be made for complaints raised after the stay has ended if the customer has not informed our guest support team of their complaint nor given them the opportunity to resolve the issue during their stay.

Liability & Compensation

Our Properties cannot accept responsibility or pay compensation for failure to perform any of its obligations if such failure results from events, circumstances or causes beyond its reasonable control, such as breakdown of appliances, plumbing or wiring, loss of internet access, neighbouring building works, interruption of utility services or invasion by pests. All properties managed by Pass the Keys shall have no liability for any death or personal injury unless this results from the negligence of Pass the keys.

Please read these conditions carefully. All reservation requests are considered to be an acceptance of these conditions.