These terms govern your use of prime-host.co.uk and any booking you make with us. Please read them before you book. By making a booking you accept Part B of these terms, and by using this website you accept Part A.

Part A — Website terms of use

This website is operated by PRIME H UK LTD. By using it you agree to these terms. If you do not agree to them, please do not use the site.

We may update the site and these terms at any time. We try to keep the content accurate and current, but we do not guarantee that it is free of errors, or that the site will always be available or uninterrupted. We may suspend, withdraw or restrict all or part of the site for business or operational reasons.

Revenue estimates and illustrative figures

Our revenue estimator, and any occupancy rate, nightly rate, yield or income figure shown on this site, is an illustration based on general market data, not a forecast, valuation, guarantee or offer. Actual results depend on the property, its condition and location, licensing and planning constraints, seasonality, competition and wider market conditions, none of which we control.

Nothing on this website is financial, tax, legal, investment or mortgage advice, and nothing on it should be relied on in deciding whether to buy, sell, let or finance a property. Take your own professional advice before acting. Where a figure is described as an average or a benchmark, it refers to the market generally and is not a representation about your property or any property we operate.

Intellectual property

All content on this site — text, photographs, video, graphics, layout, design and software — is owned by us or licensed to us, and is protected by copyright and other intellectual property rights. You may view it, and print or download extracts, for your own non-commercial use. You may not otherwise copy, adapt, republish, distribute or exploit it without our written permission. Our name, logo and branding may not be used without our permission.

Acceptable use

You must not use this site unlawfully or in a way that harms it or other users. In particular you must not:

• introduce malware, or attempt to gain unauthorised access to the site, its server or any connected system;
• scrape, harvest or systematically extract content or data from the site, or use automated tools to do so, without our written consent;
• submit false, misleading or third-party personal data through our forms, including property addresses you have no connection with;
• use the site to send unsolicited commercial communications;
• reproduce, frame or mirror any part of the site without our consent.

We may suspend or block access where we reasonably believe these terms have been breached, and we will report serious breaches to the relevant authorities.

Part B — Booking terms for guests

Part B applies to every stay in a Prime Host property. In it, we and us mean PRIME H UK LTD; you and the lead guest mean the person who makes the booking; your party means everyone staying under the booking; and the property means the accommodation booked.

Bookings made through a platform

If you booked through Airbnb, Booking.com, Vrbo or another platform, that platform’s terms and its cancellation policy govern the booking, payment and cancellation, and they take priority over these terms where the two conflict. These terms still apply to everything the platform does not cover — in particular your obligations while staying, our house rules, damage, and our respective liabilities.

What you are booking

You are booking short-stay serviced accommodation. You are granted a licence to occupy the property for the dates booked. You are not granted a tenancy, and you acquire no security of tenure or right to remain after the booking ends. A letting for a holiday cannot be an assured tenancy under paragraph 9 of Schedule 1 to the Housing Act 1988, and our stays are not let on that basis in any event.

You must leave the property by the check-out time on your departure date. We retain control of the property throughout your stay, including the right to enter it as described in section 8. The property is not your residence, and you may not use it as an address for registering to vote, for credit, or for any official purpose.

Properties are furnished and equipped for short stays. Photographs and descriptions are accurate at the time of publication, but furnishings, decoration and equipment may change, and minor differences do not entitle you to cancel or to a refund.

Making a booking

1. The lead guest must be at least 18 years old and must stay at the property for the whole booking. We may ask for proof of age.
2. Your booking request is an offer. A contract is formed only when we send you a written booking confirmation. If we cannot accept your booking we will tell you and refund any payment in full.
3. You must give accurate details for yourself and your party, including the correct number of guests. The confirmation records the number the property is booked for.
4. We may ask you to verify your identity before we release access details, and to accept a short rental agreement or house rules document. We may cancel and refund in full if verification is not completed a reasonable time before arrival.
5. The lead guest is responsible for the whole party and for everything in these terms, including payment, damage and conduct. You must make sure everyone in your party knows the house rules.
6. We may decline a booking, or cancel before arrival with a full refund, where we reasonably believe the booking is fraudulent, is for a party or event, breaches these terms, or where the property becomes unavailable.

Price and payment

1. All prices are in pounds sterling (GBP £).
2. The price we show you before you book is the total price for your stay, including cleaning and all other charges we require you to pay. We do not add mandatory fees later in the process. Optional extras are priced separately and are only charged if you ask for them.
3. We are not currently registered for VAT, so no VAT is charged and we cannot issue a VAT invoice. If we register during the term of your booking, the price you were quoted will be honoured for that booking.
4. Payment is by credit or debit card. Card payments are processed by Stripe; we do not receive or store your full card number. Your card statement will show PRIME HOST or PRIMEHOST.
5. Unless your confirmation says otherwise, the full amount is payable at the time of booking. Where we offer payment in instalments, the confirmation sets out the dates and amounts, and we may cancel the booking if an instalment is not paid within 5 days of falling due.
6. If a payment fails or is reversed, we may suspend access to the property until it is resolved.
7. Where your card issuer requires authentication, your payment may need a further step. We are not responsible for a booking lost because your bank declined or delayed a payment.
8. We may charge you for reasonable costs we incur recovering money you owe us, including interest at 4% above the Bank of England base rate.

Damage deposits and pre-authorisations

For some stays we take either a refundable damage deposit or a pre-authorisation hold on your card. Where we do, we will tell you the amount before you book.

• A pre-authorisation reserves an amount on your card without taking it. It is released after check-out, normally within 7 days, though the timing depends on your bank.
• A refundable deposit is charged and then refunded after check-out, subject to any deductions we are entitled to make under section 11. We aim to release it within 7 days of departure and in any event within 14 days.
• Where we keep your card details for later charges, we will tell you and take your agreement first, and we will only charge amounts you owe under these terms.

A deposit or hold does not cap your liability. If damage exceeds it, you remain liable for the balance.

Cancellation and refunds

Cancellation, changes and refunds are governed by our Refund and Cancellation Policy, which forms part of these terms. In summary, for bookings made directly with us you may cancel free of charge up to 48 hours before check-in.

Changes or cancellation by us

We occasionally have to change or cancel a booking — for example because of damage, a failed system, a legal or safety issue, or a matter affecting the building that is outside our control.

• For a minor change we will tell you as soon as we can.
• For a significant change, including moving you to a different property, we will offer you accommodation of at least equivalent standard in a comparable location at no extra cost. If you would rather not accept it, you may cancel and receive a full refund.
• If we cancel, you will receive a full refund of everything you have paid, within 14 days.

Where we cancel or move you for a reason within our control and you incur reasonable, foreseeable additional costs as a direct result, we will reimburse those costs. We are not liable for costs beyond that, and section 13 applies.

Arrival, departure and access

1. Standard check-in is from 15:00 and check-out is by 11:00, unless your confirmation says otherwise. Earlier arrival or later departure may be available for a fee, subject to availability, and must be agreed in advance.
2. Access details are issued shortly before arrival, once payment has cleared and any verification is complete. They are personal to your party and must not be shared.
3. Staying beyond your check-out time without our agreement is an overstay. We may charge you a further night at the prevailing rate for each night or part-night, plus any costs we incur as a result, including compensating an incoming guest.
4. We or our contractors may need to enter the property during your stay to carry out repairs, respond to an emergency, meet a safety or legal obligation, or investigate a suspected breach of these terms. Except in an emergency or where we reasonably suspect a serious breach, we will give you reasonable notice and will try to arrange a convenient time.
5. If you lose keys, fobs or access cards, or lock yourself out, we may charge the reasonable cost of replacement or attendance.

Your obligations

During your stay you must:

• use the property as private short-stay accommodation only, and for no business or commercial purpose;
• keep to the maximum occupancy on your confirmation — no additional overnight guests without our written agreement;
• take reasonable care of the property, its contents and its keys, and leave it in a reasonably clean and tidy state;
• report any damage, fault or safety concern to us promptly;
• keep to the rules of the building, including those about waste, refuse, bicycles, parking, communal areas, lifts and noise;
• not do anything that is unlawful, or that causes nuisance, annoyance, danger or disturbance to neighbours or other occupiers;
• secure the property when you are out, and not leave it unoccupied for the whole of the booking without telling us.

You must not sublet, assign, advertise or re-let the property, or allow anyone outside your party to occupy it. Bookings made to resell the stay, or made on behalf of an undisclosed occupier, may be cancelled without refund.

House rules

The following apply to every property. Additional property-specific rules may be given in your confirmation or displayed in the property, and form part of these terms.

• No parties, gatherings or events. This is a condition of our leases and is strictly enforced.
• No smoking or vaping anywhere inside the property, including on balconies where the building prohibits it. Smoking indoors incurs a specialist cleaning charge.
• Quiet hours between 22:00 and 08:00. Noise must not be audible outside the property at any time.
• No pets, unless your confirmation expressly permits them. Assistance dogs are welcome and we ask that you tell us in advance so we can prepare the property.
• No commercial photography or filming, and no use of the property for content production, without our written consent.
• No drugs or illegal activity, and no dangerous or hazardous items.
• No candles, open flames, indoor barbecues or portable heaters. Do not tamper with, cover or remove smoke alarms, carbon monoxide alarms or fire safety equipment.
• Furniture must not be moved between rooms or removed from the property.

Where the property has external cameras or a doorbell camera, we will tell you before arrival. We do not place cameras or recording devices inside our properties.

Damage, loss and additional charges

1. You are responsible for damage to the property or its contents, and for loss of items from it, caused by you or your party during your stay, other than fair wear and tear.
2. We will tell you about any damage and the amount we intend to charge within 14 days of your departure, with a description of the damage and evidence supporting the amount, such as photographs and an invoice or quotation. We will not charge you without giving you that information and a reasonable opportunity to respond.
3. Charges will reflect our actual reasonable cost of repair, replacement or specialist cleaning, taking account of the age and condition of the item. We will not charge betterment.
4. Additional charges may also apply for: exceeding the agreed occupancy; smoking indoors; unauthorised pets; a party or event; excessive cleaning beyond what a normal stay requires; removal of excessive waste; lost keys or access devices; overstaying; or a call-out caused by your misuse of the property.
5. Where a breach causes us loss beyond repair costs — for example a complaint or penalty from a freeholder, or the cost of rehousing a guest whose stay we have to cancel — you are liable for that loss provided it is a reasonably foreseeable consequence of the breach.

Ending a stay early

We may require you and your party to leave immediately, without refund, where:

• you hold a party or event, or the property is materially overoccupied;
• your conduct is unlawful, threatening, abusive or seriously disruptive to neighbours, other occupiers or our staff;
• you cause or threaten serious damage;
• you seriously or persistently breach these terms or the house rules after being asked to stop; or
• you are found to have given false information to obtain the booking.

Where we end a stay on these grounds we will act reasonably and proportionately, and where the circumstances allow we will give you a chance to put things right first. Ending a stay does not affect our right to recover damage and other charges. If you leave early for any other reason, our Refund and Cancellation Policy applies.

Our responsibility to you

1. We will provide your stay with reasonable care and skill, as required by the Consumer Rights Act 2015, and the property will match the description we gave you in all material respects.
2. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for a breach of the terms implied by sections 49 to 52 of the Consumer Rights Act 2015, or for anything else where the law does not allow us to exclude or limit liability. Nothing in these terms affects your statutory rights.
3. Subject to that, our total liability arising out of a booking is limited to the greater of the total amount you paid for that booking and £1,000.
4. We are not liable for loss that was not reasonably foreseeable, or for loss of profit, business, revenue or opportunity. Where you book for purposes connected with a business, we are not liable to you for any such loss at all.
5. We are not liable for loss of or damage to your belongings, or those of your party, except where it results from our negligence. Please insure valuables and do not leave them unattended.
6. We are not liable for interruptions to utilities, internet or television services caused by the supplier or the building, or for building works, noise or restrictions imposed by the freeholder or a neighbour, where these are outside our control. Where an interruption materially affects your stay we will do what we reasonably can to resolve it, and where it cannot be resolved we will offer a fair reduction or an alternative property.
7. Internet access is provided as a convenience. We do not guarantee its speed, availability or security, and you must not use it unlawfully.

Your responsibility to us

You will indemnify us against claims, losses, fines and reasonable costs we incur as a result of your or your party’s breach of these terms, negligence or unlawful conduct during your stay. This does not apply to the extent the loss results from our own breach or negligence, and does not extend beyond what is reasonably foreseeable.

We strongly recommend that you take out travel insurance covering cancellation, curtailment, personal belongings and personal liability. We do not provide insurance for you or your party.

This is not a package holiday

We supply accommodation only. We do not sell or arrange travel, transport, car hire or tours, and a booking with us is not a package or a linked travel arrangement within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018. If you combine your stay with travel services bought elsewhere, we are not responsible for those services or for the combination.

Events outside our control

Neither of us is liable for a failure to perform caused by an event outside our reasonable control, including fire, flood, storm or other severe weather, natural disaster, epidemic or pandemic, war or terrorism, civil disorder, strike or industrial action, failure of utilities or telecommunications networks, and government restrictions or the acts of a public authority.

Where such an event prevents your stay, we will tell you as soon as we can and you may choose between a credit for a future stay and a refund of amounts paid for the nights affected. Where the event prevents only part of your stay, the refund or credit will be proportionate. Neither of us is liable to the other for any further loss.

For bookings made through a platform, that platform’s own policy on major disruptive events or extenuating circumstances may apply and may override this section.

Complaints

If something is wrong, tell us during your stay so we can put it right. Call or message the number in your booking confirmation, or email info@prime-host.co.uk. Giving us the chance to fix a problem while you are in the property is the fastest route to a resolution, and it lets us offer remedies that are no longer possible once you have left.

If you are not satisfied, write to us at info@prime-host.co.uk. We will acknowledge your complaint within 3 working days and give you a full written response within 28 days.

We are required to tell you whether we use an alternative dispute resolution provider. We do not currently subscribe to an ADR scheme. If we cannot resolve your complaint between us, you remain free to take the matter to court, and you may find the free advice available from Citizens Advice helpful in the meantime.

Data protection

We handle personal data as described in our Privacy Policy, which forms part of these terms.

General

1. Transfer. You may not transfer your booking to anyone else without our written consent. We may transfer our rights and obligations under these terms to another business, and we will tell you if we do; this will not affect your rights.
2. Variation. We may change these terms for future bookings. The terms that apply to your booking are the ones in force when we send your confirmation, and we will not change them afterwards to your disadvantage without your agreement.
3. Whole agreement. These terms, your booking confirmation, the Refund and Cancellation Policy and the Privacy Policy are the whole agreement between us about your stay. Nothing in this paragraph limits your rights in respect of anything we told you dishonestly.
4. Severance. If a court finds part of these terms unlawful or unenforceable, the rest continues to apply.
5. Waiver. If we delay in enforcing a term, that does not prevent us from enforcing it later.
6. Third parties. These terms are between you and us. No one else may enforce them, except that members of your party may rely on section 13.
7. Notices. Notices to us should go to info@prime-host.co.uk or our registered office. Notices to you will go to the email address on your booking.

Governing law and jurisdiction

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country where you live, and the mandatory consumer protections of that country continue to apply to you.

Part C — Property owners

We acquire the properties we operate by taking leases of five years or more from their owners. We pay rent to the owner under the lease and take the letting income and the letting risk ourselves.

We are not a letting agent or a managing agent. We do not market or let property on an owner’s behalf, do not act as an owner’s agent, and do not hold rent or deposits belonging to an owner. Nothing on this website is an offer of agency or management services, and nothing on it is an offer capable of acceptance.

Where we discuss taking a lease of your property, the terms — rent, length, repair obligations, permitted use, consents and break rights — are negotiated individually and recorded in a written lease prepared by solicitors. Any figures discussed beforehand are subject to survey, to the consents needed from any superior landlord, freeholder or lender, and to contract. You should take independent legal and tax advice before granting a lease. We recommend you satisfy yourself that letting your property on this basis is permitted by your own title, lease, mortgage and insurance.

To discuss a property, email info@prime-host.co.uk.