Terms & Conditions

These terms govern the booking and use of short-let accommodation provided by Robin Haus Property Solutions Ltd (referred to as “we”, “us”, “our”) under the Haus & Stay brand. Robin Haus Property Solutions Ltd is a company registered in England and Wales, company number 16767023, with its registered office at 20 Wenlock Road, London, N1 7GU.

By making a booking with us, you (“the Guest”, “you”, “your”) agree to be bound by these terms. Please read them carefully before booking.

If you have any questions about these terms before you book, please contact us at info@robinhaus.co.uk or on 07312 099696.

In these terms, the following words have the following meanings:

• Booking: a confirmed reservation for a stay at the Property, accepted by us in writing.
• Booking Confirmation: the email sent to you by us confirming the dates, total cost, and any deposit details for your stay.
• Guest: the lead person named on the Booking, who accepts these terms on behalf of all members of their party.
• Party: all persons staying at the Property under a single Booking, including the Guest.
• Property: the short-let accommodation at The Mitre, 25 Mitre Street, Cheltenham GL53 7JS, marketed as “The Mitre” under the Haus & Stay brand.
• Stay: the period from check-in to check-out as set out in the Booking Confirmation.

3.1 Making a booking

A Booking can be made through our website (hausandstay.co.uk), through our booking partner Guesty, or directly with us by phone or email. A Booking is only confirmed once we have sent a Booking Confirmation and received the payment due in clause 3.2.

3.2 Payment

The total cost of your Stay is set out in the Booking Confirmation. Payment terms are as follows:

• For Stays beginning more than 30 days from the date of Booking: a deposit of 25% of the total Stay cost is payable at the time of Booking. The remaining balance is due 30 days before check-in.
• For Stays beginning 30 days or fewer from the date of Booking: the full Stay cost is payable at the time of Booking.

We accept payment by major credit and debit cards. We do not accept cash.

3.3 Prices

All prices are quoted inclusive of any applicable taxes. Robin Haus Property Solutions Ltd is not currently VAT registered. Prices do not include any optional extras you may request, which will be quoted separately.

Utility costs are included in the Stay price subject to fair and reasonable use. In the event of excessive consumption (for example, leaving heating at maximum continuously with windows open), we reserve the right to charge for the excess on a cost basis.

3.4 Failure to pay

If the balance of your Stay is not paid by the date due, we reserve the right to treat your Booking as cancelled and to apply the cancellation terms in clause 5.

4.1 Deposit amount

We require a refundable damage deposit of £200 per Booking. The deposit is taken by pre-authorisation on the card used to make the Booking, 24 hours before check-in. No funds are transferred at the point of pre-authorisation.

4.2 Deposit release

Provided no damage has been caused to the Property and no other charges have been incurred under clause 8, the pre-authorisation will be released within three days of check-out. The exact release timing depends on the Guest’s bank.

4.3 Deductions

If we identify damage, missing items, or other chargeable issues during or after the Stay, we will notify the Guest within three days of check-out, providing photographs and a written breakdown of charges. The corresponding amount will be charged against the pre-authorised deposit. If the cost exceeds the deposit, the additional amount remains payable by the Guest under clause 8.

5.1 Cancellation windows

If you need to cancel your Booking, the following terms apply:

Cancellations must be made in writing by email to info@robinhaus.co.uk. The cancellation takes effect on the date we receive your written notice.

If your Stay begins within 14 days of the date of Booking, by proceeding with the Booking you acknowledge that the service will begin within the 14-day cancellation period and that you waive your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

5.2 No-shows

If you do not arrive on the day of check-in and have not given prior written notice, we will treat the Booking as cancelled with no refund payable.

5.3 Early departure

If you choose to leave before the end of your Stay, no refund is payable for the unused nights.

6.1 Our right to cancel

We reserve the right to cancel a Booking in the following circumstances:

• The Property becomes unavailable due to circumstances beyond our reasonable control (including but not limited to fire, flood, structural damage, or essential maintenance).
• We have reasonable grounds to believe the Booking has been made fraudulently or that the Guest has provided false information.
• We have reasonable grounds to believe the Stay would breach these terms (for example, undisclosed parties, exceeding occupancy, intent to use the Property for purposes other than residential accommodation).

6.2 If we cancel

If we cancel for reasons in clause 6.1 first bullet (Property unavailability), we will refund all amounts paid in full and, where reasonably possible, help the Guest find alternative accommodation. We will not be liable for any consequential losses (such as travel costs or loss of earnings).

If we cancel for reasons in clause 6.1 second or third bullets (fraud or breach), no refund will be payable.

6.3 Changes to your Stay

If circumstances require us to make changes to your Stay (for example, a temporary loss of a non-essential amenity), we will notify you as soon as reasonably possible and discuss reasonable alternatives. Minor changes do not give rise to a right to cancel or claim a refund.

7.1 Check-in

Check-in is from 3:00pm on the day of arrival. Earlier check-in may be available by prior arrangement and is not guaranteed.

7.2 Check-out

Check-out is by 10:00am on the day of departure. Late check-out may be available by prior arrangement and may be subject to a fee.

7.3 Self check-in

The Property operates a self check-in system. We will send you check-in instructions, including access codes, by email and SMS in the 24 hours before your arrival. Access codes are personal to your Booking and must not be shared with anyone outside your Party.

7.4 Lost access details

If you lose or cannot locate your check-in instructions, please contact us on 07312 099696 and we will resend them. We are available 24 hours a day for access issues.

7.5 Parking

One parking space is available at the Property for Guest use at no additional charge. The Guest parks at their own risk. We accept no liability for loss or damage to vehicles parked at or near the Property.

8.1 Use of the Property

The Guest agrees to use the Property only as residential short-let accommodation for themselves and their named Party, and not for any other purpose (including but not limited to commercial use, events, parties, photo or video shoots, or sub-letting) without our prior written consent.

8.2 Occupancy

The maximum occupancy of the Property is eight guests. Children of any age count as guests for occupancy purposes. The number of guests staying at the Property must not exceed the number declared in the Booking.

Visitors who are not part of the registered Party are welcome during reasonable hours but must not remain overnight. At no time may the total number of people at the Property exceed the maximum occupancy of eight.

8.3 House rules

The Guest agrees, on behalf of themselves and all members of their Party, to:

• Treat the Property and its contents with reasonable care.
• Not smoke or vape inside the Property. Smoking is permitted in the designated outdoor area only. Evidence of smoking inside the Property will result in a deep-cleaning charge of £100, which will be charged against the damage deposit or the card on file.
• Not hold parties, events, or gatherings beyond the registered Party.
• Keep noise to a reasonable level, particularly between 10:00pm and 8:00am, in respect of neighbours.
• Not bring pets to the Property.
• Bag all waste and place it in the bins provided before check-out. Recycling should be separated in accordance with the guide provided in the Property.
• Comply with all applicable laws and regulations during the Stay.
• Lock the Property when leaving and on retiring at night.
• Report any damage, breakage, or maintenance issue to us as soon as it occurs.

8.4 Liability for damage and loss

On arrival, the Guest should inspect the Property and report any pre-existing damage or missing items to us within four hours of check-in. Failure to do so may result in the Guest being held responsible for such damage or missing items.

The Guest is responsible for any damage to the Property or its contents caused by themselves or any member of their Party during the Stay, beyond reasonable wear and tear. The Guest is also responsible for the cost of replacing any missing items.

We will charge the Guest for the reasonable cost of repair or replacement, supported by evidence (photographs, supplier quotes, or invoices). Where the cost can be met from a damage deposit (under clause 4), it will be applied there first. Any balance, or the full amount where no deposit was taken, is payable by the Guest within 14 days of receiving our written breakdown.

8.5 Right to terminate the Stay

If the Guest or any member of their Party seriously or repeatedly breaches clauses 8.1, 8.2, or 8.3, we reserve the right to terminate the Stay immediately and require the Party to leave the Property. In such cases, no refund of any unused nights will be payable, and the Guest remains liable for any damage caused.

We respect the Guest’s privacy during the Stay. We will not enter the Property during the Stay except:

• For pre-arranged housekeeping (typically every seven days for Stays of seven nights or more).
• For maintenance or repair work requested or agreed by the Guest.
• In an emergency that poses a risk to the Property or its occupants.
• If we have reasonable grounds to believe these terms are being breached.

Where reasonably possible, we will give the Guest at least 24 hours’ notice before entering for non-emergency reasons.

10.1 Our liability to you

We are responsible for losses you suffer as a result of our breaching these terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach, or if it was contemplated by you and us at the time we entered into the contract.

10.2 What we are not liable for

We are not liable for:

• The Guest’s personal belongings during the Stay. The Guest is responsible for ensuring valuables are kept secure. We strongly recommend that Guests have their own travel or contents insurance covering their belongings.
• Loss or damage caused by circumstances beyond our reasonable control (see clause 11).
• Indirect or consequential losses (including loss of earnings, travel costs, or distress) save where these arise from death or personal injury caused by our negligence, or where liability cannot lawfully be limited.

10.3 Limits we cannot exclude

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be limited or excluded under UK law.

We are not liable for any failure to perform our obligations under these terms where that failure is caused by circumstances beyond our reasonable control, including but not limited to: severe weather, fire, flood, power or utility failure, criminal damage, government action, public health restrictions, or industrial action.

In such cases, we will use reasonable efforts to minimise disruption to the Stay and, where the Property becomes uninhabitable, will refund any unused portion of the Stay cost on a pro-rata basis.

We want every Stay to go well. If something is not right during your Stay, please contact us on 07312 099696 or by email at info@robinhaus.co.uk as soon as possible so we have a fair opportunity to put it right.

If a complaint is not resolved during the Stay and you wish to escalate, please write to us at 20 Wenlock Road, London, N1 7GU within 28 days of check-out, setting out the issue. We will acknowledge your complaint within five working days and provide a full written response within 28 days.

If we have not been able to resolve a complaint to your satisfaction, you may be entitled to refer the matter to an alternative dispute resolution body or to issue proceedings in the courts of England and Wales (see clause 16).

We collect and process personal data about you in connection with your Booking, including your name, contact details, payment details, and details of your Stay. We process this data in accordance with our Privacy Policy, available at hausandstay.co.uk/privacy.

We are the data controller for the personal data we process. Our lawful bases for processing are: performance of the contract with you (these terms), our legitimate interests in operating our short-let business, and compliance with our legal obligations.

You have rights under the UK GDPR including the right to access, correct, or delete your personal data, and to object to certain processing. To exercise any of these rights, contact us at info@robinhaus.co.uk.

The exterior of the Property may be monitored by CCTV for security purposes. No cameras are present inside the Property. CCTV footage is processed in accordance with our Privacy Policy.

We hold appropriate public liability and property insurance for the operation of the Property.

The Guest is strongly advised to take out their own travel and contents insurance to cover cancellation, personal belongings, and personal liability during the Stay. We do not provide travel insurance.

Any notice or communication required under these terms must be in writing and may be sent by email to the address on the Booking Confirmation, or by post to the registered office of Robin Haus Property Solutions Ltd. Notices are deemed received: by email, on the day of sending if sent during business hours, otherwise the next working day; by post, three working days after posting.

These terms and any contract formed under them are governed by the laws of England and Wales. Any dispute arising under or in connection with these terms is subject to the exclusive jurisdiction of the courts of England and Wales.

This does not affect any non-excludable rights you have as a consumer under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

17.1 Whole agreement

These terms, together with the Booking Confirmation and our Privacy Policy, form the whole agreement between us in relation to your Stay.

17.2 Changes

We may update these terms from time to time. The version in force at the time of your Booking is the version that applies to your Stay. The current version is always available at hausandstay.co.uk/terms.

17.3 Severability

If any clause of these terms is found to be unenforceable, the remaining clauses continue in force.

17.4 No waiver

If we do not insist on strict performance of any obligation under these terms, that does not waive our right to insist on strict performance later.

17.5 Third parties

These terms do not give any rights to any person other than the Guest and Robin Haus Property Solutions Ltd. The Contracts (Rights of Third Parties) Act 1999 does not apply.

17.6 Assignment

The Guest may not transfer their Booking to anyone else without our prior written consent. We may transfer our rights and obligations under these terms to another party who will continue to provide the same service to the Guest.

Robin Haus Property Solutions Ltd

20 Wenlock Road, London, N1 7GU

Telephone: 07312 099696

Email: info@robinhaus.co.uk

Office hours: Monday to Sunday, 8:00am to 6:00pm. We are available outside these hours for urgent matters.