Guest Terms
& Policies

Terms & Conditions

Last updated: 2026

These Terms & Conditions ("Terms") apply to all bookings of short-stay accommodation managed by HTS Property Holdings Ltd, a company registered in England & Wales under company number 14360602, with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom ("HTS Property Holdings", "we", "us" or "our"). By making or confirming a booking you ("the Guest") agree to these Terms.

1. Definitions

• "Property" means the self-contained accommodation you have booked.
• "Booking" means a confirmed reservation for a defined arrival and departure date.
• "Booking Platform" / "OTA" means a third-party site through which you may book, including Airbnb, Booking.com and VRBO.
• "Guest", "you" or "your" means the lead booker and all members of the booking party.

2. About us & how to contact us

HTS Property Holdings provides and manages short-stay, self-catering holiday and serviced accommodation across Manchester, Lancashire and the Peak District & Derbyshire. We manage properties on behalf of their owners and act as your point of contact before, during and after your stay. You can reach us at admin@htsproperties.co.uk or on 0161 515 9226.

3. Bookings made through a Booking Platform

If you book through an OTA such as Airbnb, Booking.com or VRBO, your booking is also subject to that platform's own terms of use, house rules and — importantly — its cancellation and refund policy, which will be shown to you at the time of booking. Where those platform terms differ from ours on cancellation or refunds, the platform's policy applies to that booking. These Terms continue to govern your conduct and use of the Property during your stay.

4. Direct bookings, payment & confirmation

For bookings made directly with us, a booking is confirmed only when you receive a written confirmation from us and the required payment has been made. Payments are processed securely by our payment provider Stripe; we do not store your full card details. Unless stated otherwise, the full amount is payable at the time of booking. Prices are in pounds sterling (GBP) and include any applicable taxes and standard cleaning fees unless stated.

5. Security / damage deposit

For direct bookings we may take a refundable security deposit or hold a pre-authorisation against the payment card before or on arrival. The amount depends on the Property you book and is disclosed on the Booking Platform at the time of booking. The deposit is released within 14 working days of departure, once you have left and the Property has been inspected by our team, less any deductions for damage, missing items, extra cleaning, or breaches of these Terms (see our Refund Policy). For OTA bookings, any damage cover or deposit operates under that platform's scheme.

6. Identity verification

For security and fraud prevention we verify the identity of the lead Guest before check-in, which may include collecting identification through our guest-experience system (Enso Connect). We may decline or cancel a booking where verification cannot be completed. See our Privacy Policy for how this data is handled.

7. Check-in, check-out & occupancy

• Check-in and check-out times are disclosed in your boarding pass. Late check-out must be agreed in advance and may incur a charge.
• The Property may only be occupied by the number of Guests stated in the Booking. Additional or unregistered visitors are not permitted without our written consent.
• The Property is let to a single booking party for holiday/short-stay purposes only. It is not your residence and the booking does not create a tenancy.

8. House rules & your responsibilities

You agree to treat the Property and its contents with care and to comply with the house rules provided, including:

• No parties or events and no commercial use without our prior written consent.
• No smoking or vaping indoors.
• Observe quiet hours and respect neighbours; antisocial behaviour or excessive noise may result in the booking being ended without refund.
• Report any damage, fault or safety issue (including any alarm fault) to us as soon as possible so we can address it.
• Lock up and return keys/access devices as instructed on departure.

9. Pets & assistance animals

Pets are only permitted where a Property is specifically advertised as pet-friendly and where agreed in advance. Recognised assistance animals are always welcome at every Property, at no additional charge, in line with the Equality Act 2010, and we will not ask for proof.

10. Monitoring & security devices

For the safety and security of Guests, properties and neighbours, some Properties have external security cameras or video doorbells at entrances and external noise-monitoring devices that do not record audio. These are disclosed in the listing and Property information. We never place cameras or recording devices inside a Property.

11. Cancellation, changes & refunds

Cancellations, amendments and refunds are governed by our Cancellation Policy and Refund Policy below (and, for OTA bookings, by the platform's policy).

12. Our right to cancel or end a stay

We may cancel a booking, refuse entry, or require Guests to leave without refund if: the booking was made fraudulently or with false information; the occupancy or house rules are breached; the Property is being used for a party, event or unlawful purpose; or the behaviour of any Guest endangers people or property. Where we cancel for a reason that is not your fault, we will offer a comparable alternative Property where possible or a full refund of sums paid for the affected nights.

13. Liability

Nothing in these Terms excludes our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded by law. Subject to that, we are not liable for any indirect or consequential loss, and our total liability in connection with a Booking shall not exceed the total amount paid for that Booking. You are responsible for any loss or damage you or your party cause to the Property.

14. Events beyond our control

We are not liable for failure to perform where prevented by events beyond our reasonable control (for example fire, flood, utility failure, extreme weather, or government restrictions). Where a Property becomes unavailable for such reasons, we will offer a comparable alternative or a refund for the affected nights.

15. Complaints

If something is not right, please tell us during your stay so we have the opportunity to put it right. You can contact us at admin@htsproperties.co.uk or on 0161 515 9226. If you booked through an OTA, you may also use that platform's resolution process.

16. Changes to these Terms & severability

We may update these Terms from time to time; the version in force at the date of your Booking applies. If any provision is found invalid, the remainder continues in full force.

17. Governing law

These Terms are governed by the laws of England & Wales, as set out below.

Governing Law

Last updated: 2026

These Terms & Conditions, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them, their subject matter or formation, are governed by and construed in accordance with the laws of England & Wales.

You and we agree that the courts of England & Wales shall have exclusive jurisdiction to settle any such dispute or claim.

If any provision of these Terms is held unlawful, invalid or unenforceable in any jurisdiction, that provision shall be severed and the remaining provisions continue in full force and effect.

Cancellation Policy

Last updated: 2026

1. Which policy applies to your booking

If you booked through Airbnb, Booking.com or VRBO, the cancellation policy displayed on that platform at the time of booking applies, and any refund is handled through the platform. The policy below applies to bookings made directly with HTS Property Holdings.

2. No statutory "cooling-off" period for dated stays

3. Direct-booking cancellation policy

Direct bookings are subject to a strict no-refund policy. Once a booking is confirmed, the accommodation cost is non-refundable if you cancel or do not arrive, regardless of how far in advance you cancel.

Any refundable security deposit or unused, recoverable third-party costs are returned regardless of the above.

4. How to cancel

Email us at admin@htsproperties.co.uk quoting your name and booking reference. Your cancellation takes effect from when we receive your notice.

5. Cancellations or changes by us

If we have to cancel or move your booking for reasons outside your control, we will offer you a comparable alternative Property where possible, or a full refund of all sums paid for the affected stay.

6. Amending a booking

To change your dates rather than cancel, contact us as early as possible. A £50 administration charge applies to amend your booking dates, and all changes are subject to availability and any difference in the nightly rate.

7. Circumstances beyond control

Where a stay cannot go ahead due to events beyond either party's reasonable control, we will offer alternative dates, a comparable Property, or a refund for the affected nights, as set out in our Terms.

Privacy Policy

Last updated: 2026

This policy explains how HTS Property Holdings collects, uses and protects your personal data, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are (data controller)

The controller is HTS Property Holdings Ltd, of 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. For any data-protection query, contact us at admin@htsproperties.co.uk.

2. The information we collect

• Identity & contact data — name, email, telephone number, postal address.
• Identity-verification data — identification documents you provide at check-in, collected through our guest-experience system (Enso Connect).
• Booking & stay data — dates, Property, number of guests, booking history and correspondence.
• Payment data — processed by our payment provider Stripe; we do not store your full card number.
• Booking-platform data — information shared with us by Airbnb, Booking.com or VRBO when you book through them.
• Security footage — images from external entrance cameras / video doorbells, and alerts from external noise-monitoring devices (which do not record audio).
• Technical data — IP address and device/browser data via cookies on our website.

3. How we collect it

Directly from you; from the Booking Platform you used; through our property-management system (Guesty) and check-in system (Enso Connect); and automatically via cookies when you use our website.

4. How and why we use it (lawful bases)

• Performance of a contract — to take and manage your booking and provide your stay.
• Legal obligation — to meet tax, accounting and safety duties.
• Legitimate interests — security, fraud prevention, protecting our properties and neighbours, and running and improving our business.
• Consent — for optional marketing; you can withdraw it at any time.

5. Who we share it with

We do not sell your data. We share it only as needed with: the relevant property owner (limited information); our service providers and processors, including Guesty (booking management), Stripe (payments), Enso Connect (check-in/ID), and our cleaning, maintenance, IT and hosting partners; the Booking Platforms; and regulators or authorities where we are legally required to do so. All processors are bound to keep your data secure and use it only as instructed.

6. International transfers

Where data is transferred outside the UK, we ensure appropriate safeguards are in place, such as the UK International Data Transfer Agreement or adequacy regulations.

7. How long we keep it

We keep booking and financial records for 6 years to meet HMRC and accounting requirements, after which they are securely deleted. Entrance security footage is retained for 180 days and then deleted, unless it is needed for an incident or claim.

8. Security

We use appropriate technical and organisational measures — including access controls, two-factor authentication on our systems, and restricting data to those with a genuine business need — to protect your data.

9. Your rights

You have the right to access your data; to have inaccurate data corrected; to request erasure; to object to or restrict processing; to data portability; and to withdraw consent where processing relies on it. To exercise any right, contact admin@htsproperties.co.uk. We will respond within one month.

10. Cookies

Our website uses cookies to function and to understand how it is used. You can manage these through our cookie banner or your browser.

11. Marketing

We will only send marketing where you have agreed to receive it. You can opt out at any time via the unsubscribe link or by contacting us.

12. Children

Bookings must be made by an adult (18+). We do not knowingly collect data from children except as part of an adult's booking party.

13. Changes & complaints

We may update this policy; changes appear here with a revised date. If you have a concern, please contact us first. You may also complain to the ICO at ico.org.uk or on 0303 123 1113.

Refund Policy

Last updated: 2026

1. Which policy applies

For bookings made through Airbnb, Booking.com or VRBO, refunds are handled under that platform's policy and process. The policy below applies to direct bookings and should be read with our Cancellation Policy.

2. When you may be entitled to a refund

• We cancel your booking for a reason that is not your fault and cannot offer a suitable alternative;
• The accommodation falls materially short of what was described or is not provided with reasonable care and skill, and we are unable to remedy it, giving you a right to a remedy under the Consumer Rights Act 2015; or
• You have been charged in error.

3. Security / damage deposit

Any refundable security deposit or card pre-authorisation is released within 14 working days of check-out, once you have vacated and the Property has been inspected by our team, less reasonable deductions for damage, missing items, additional cleaning, or breaches of the house rules. Where we make a deduction, we will explain it and provide supporting evidence.

4. Non-refundable items

Except where the law requires otherwise, third-party costs already incurred on your behalf are non-refundable, and nights already stayed are not refundable.

5. How refunds are processed

Approved refunds are made to the original payment method via Stripe (or via the Booking Platform for OTA bookings). We aim to process refunds within 15 working days of approval; the time to reach your account depends on your payment provider.

6. Partial refunds & disputes

Where only part of a stay is affected, any refund is reduced accordingly. If you believe a charge is wrong, please contact us before raising a chargeback so we can try to resolve it directly. Nothing here affects your statutory rights.

7. Contact

For any refund query, contact us at admin@htsproperties.co.uk or on 0161 515 9226.