STAR CITY MANAGEMENT LTD – GUEST BOOKING TERMS & CONDITIONS

By making a booking with Star City Management LTD (“we”, “us”, “our”, “the Company”), you agree to the following terms and conditions.
These terms create a legally binding agreement between you (“the Guest”, “you”, “your”) and Star City Management LTD for the provision of short-term serviced-accommodation.

1. THE BOOKING & CONTRACT FORMATION

1.1 A booking is confirmed once full payment is received and acknowledged by us.
1.2 All bookings are for short-term stays for leisure, business, or temporary purposes only and do not create a tenancy or lease.
1.3 Bookings made via third-party platforms (Airbnb, Booking.com, VRBO etc.) remain subject to these terms once signed.
1.4 Minimum guest age: 18. The lead guest must stay at the property and is responsible for all occupants.
1.5 Bookings may not be transferred, sublet, or resold without our written consent.

2. PAYMENT, SECURITY DEPOSITS & CANCELLATIONS

2.1 Payment must be made by debit/credit card or bank transfer before arrival.
2.2 Full payment is required to confirm the booking unless otherwise agreed in writing.
2.3 We reserve the right to request either a non-refundable damage waiver of £34.99 or a refundable deposit of £250. For our Luxe properties, the damage waiver is £500, and the deposit is £1000. Deposits are returned within 14 days of check-out minus any evidenced deductions.
2.4 Direct-Booking Cancellation Policy
• Stays < 5 nights → cancel ≥ 5 days before check-in for full refund
• Stays 5–14 nights → cancel ≥ 7 days before check-in for full refund
• Stays ≥ 14 nights → cancel ≥ 14 days before check-in for full refund
• Cancellations within 24 hours of booking → full refund (IF ≥ 2 DAYS BEFORE)
(NOTE: If you have made a booking through an online travel agent such as Airbnb, Booking.com or VRBO, the cancellation policy is as stated on your booking confirmation.)

 Processing fees may apply.
2.5 We reserve the right to cancel bookings within 5 days of the first day of the reservation where it is necessary due to reasons outside of our reasonable control or in the event of an overbooking due to delays or errors within the booking system. In the event of such cancellation the client will receive a full refund.

2.6 Our pricing is dynamic and therefore the price for the same or similar accommodation may vary over time after your booking is made.

3. OCCUPANCY CONDITIONS & USE OF PROPERTY

3.1 Check-in is from 4PM; check-out is by 10AM unless different times are agreed prior by both parties.
3.2 Serviced accommodation is self-catering; no meals are supplied.
3.3 Standard linen and towels provided; bi-weekly change can be facilitated for stays over 14 nights if agreed by both parties prior to booking.
3.4 Maximum occupancy: the number of guests you have stated in your booking confirmation must not be exceeded.
3.5. You are responsible for the conduct of all persons staying within the accommodation and shall ensure that they comply with these terms and conditions. In particular you and your guests must not:

3.5.1. Must Not Smoke in the premises. All rooms and common spaces in our accommodation are strictly non-smoking – you and other guests may only smoke outside of the premises. 

3.5.2. Must Not Bring any pets into the premises, with the exception of assistance dogs or unless expressly agreed by Star City Management LTD; 

3.5.3. Must Not Bring any potentially dangerous or hazardous materials or equipment or illegal substances onto the premises; 

3.5.4. Must Not Tamper with any fire alarms or emergency equipment;

3.5.5. Must Not Remove, damage or destroy any Star City Management LTD property; 

3.5.6. Must Not Use any technology provided by Star City Management LTD to download or access any unlawful or obscene material; 

3.5.7. Must Not Cause unreasonable disturbance to our other guests or any Star City Management LTD staff; 

3.5.8. Must Not Make excessive noise particularly after 10pm especially from TV’s and other electronic devices; 

3.5.9. Must Not Fail to return your room/property keys/fobs/cards at the end of your stay as, in the interests of security, we may have to replace the corresponding locks.

3.5.10. Must Not Remove or Use any extra linen from the locked linen cupboard. Please contact Star City Management LTD guest services if you need extra.

3.5.11. Must Not Charge an electric car using the main power supply. Please contact Star City Management LTD to arrange this in advance if needed. Failure to do so will result in additional charges equivalent to the additional energy uses.

4. DAMAGE, CLEANING & RECOVERY OF LOSS

4.1 You agree to take reasonable care of the property and its contents. You are liable for any loss, damage, or extra cleaning caused by you or your guests.
4.2 We may recover reasonable and evidenced costs for repairs, replacement, specialist cleaning, or lost rental income if the property must be withdrawn from service.
4.3 Charges reflect actual loss and are not penalties. Typical ranges are shown below as a guide only. Receipts available on request.

Issue

Typical Range

Covers

Smoking / vaping inside

£250 – £1,000+

Deep clean, deodorisation, withdrawal from market/lost bookings

Illegal activity, immoral or disorderly acts, including but not limited to the use or sale of illegal substances, soliciting, brothel keeping, commercial activity.

£500 – £1,000+

Cleaning, safe disposal, withdrawal from market/lost bookings, conferring with authorities or law enforcement, reassuring neighbours.

Excessive cleaning

£30 / hour

Cleaner time beyond normal turnover

Stained sofa or carpet

£100 – £300+ / item

Professional clean or repair

Missing / damaged items

Item cost 

Replacement and sourcing

Lost keys / fobs / permits

£100 – £200+

Locksmith or system reset

False maintenance call-out

£150

Unnecessary attendance

Noise / unauthorised gathering

£100 – £500+

Staff attendance, neighbour compensation, withdrawal from market/lost bookings

Incorrect waste disposal

£50 / bin

Contractor collection

Early / late check-in without approval

£40 / hour

Housekeeping coordination

Extra linen used / requested

£50 / set

Laundry and delivery

Tampering with Security

Or Safety Features

£100-£500+

Contractor Testing

An administration fee of up to £90 may be applied to cover the team's reasonable time and processing costs associated with recovering damages or losses, where applicable.

4.4 Unlisted Incidents – Where an issue is not listed above, we may recover the reasonable and proportionate cost of rectifying it.
4.5 Authorisation to Charge Card – By providing your card details, you authorise us to charge the card for verified losses or damages identified after departure. An itemised statement and supporting evidence will be supplied upon request.
4.6 Where we are unable to apply a charge to your card then an invoice will be delivered to you, failure to pay an invoice within 14 days may result in referral to debt collection or legal action.

5. MAINTENANCE, SAFETY & EMERGENCIES

5.1 Please report maintenance issues immediately to our team.
5.2 We and our contractors may access the property with reasonable notice to carry out repairs or safety inspections. In emergencies, access may be gained without notice.
5.3 Emergency Procedure
• Use the fire blanket or extinguisher if safe to do so.
• Evacuate immediately via the safe exit.
• Call 999 and quote the property address.
• Await assistance on the main road.
• Contact us (phone number available on our website’s “Contact Us” page.
5.4 We comply with all applicable fire and health-and-safety regulations relevant to the jurisdiction of the property (England, Wales, Scotland or Ireland).

6. INSURANCE & INDEMNITY

6.1 Guests are advised to take out their own travel insurance to cover cancellations, loss of personal belongings, and accidental damage.
6.2 We accept no responsibility for loss or damage to personal items unless caused by our direct negligence.
6.3 You agree to indemnify and hold us harmless from any claim, cost, or liability arising from your breach of these terms or misuse of the property.

7. PRIVACY, DATA PROTECTION & SURVEILLANCE

7.1 We process personal data in accordance with UK GDPR and our Privacy Policy (available on request).
7.2 Guest register details may be retained for 12 months or longer as required by law.
7.3 Card payments are handled by Stripe (Payment Card Industry Data Security Standard compliant). We will store your card data for any necessary chargebacks.
7.4 CCTV operates at property entrances for security. Noise monitoring devices record decibel levels only and no audio.

8. COMPLAINTS & DISPUTE RESOLUTION

8.1 Please raise any issue immediately with our team so we can assist.
8.2 If not resolved on-site, submit a formal complaint to [email protected] with supporting evidence.
8.3 We aim to respond within 3 working days and provide a written outcome.
8.4 We may reject vexatious or bad-faith complaints.

9. LIMITATION OF LIABILITY

9.1 Our liability to you is limited to the total value of your booking, except for death or personal injury caused by our negligence or fraud.
9.2 We are not liable for indirect or consequential loss or for events beyond our reasonable control (strike, natural disaster, government action etc.).

10. FORCE MAJEURE

10.1 We shall not be liable for failure to perform any obligation caused by circumstances beyond our reasonable control, including but not limited to acts of God, pandemic, fire, flood, war, terrorism, or utility failure.
10.2 If a force-majeure event occurs, we will refund unused nights or offer re-booking where possible.

11. TERMINATION & EVICTION RIGHTS

11.1 We may terminate your stay without refund if you breach these terms (e.g. parties, illegal activity, safety risk, damage, nuisance).
11.2 You must vacate immediately on request from our representative or police attendance.
11.3 Where damage occurs, we reserve the right to recover full costs under clause 4.

12. JURISDICTION & APPLICABLE LAW

12.1 This agreement is governed by the laws of England and Wales.
12.2 Where a property is situated in Scotland or Ireland, the relevant national laws and regulations shall also apply to the extent required.
12.3 Any proceedings shall be brought in the courts of England and Wales (or in Scotland/Ireland if that is where the property is located).

13. SEVERABILITY & ENTIRE AGREEMENT

13.1 If any provision of these terms is held invalid or unenforceable, the remaining provisions shall remain in full force.
13.2 These terms constitute the entire agreement between you and us and supersede any prior understandings.
13.3 No failure by us to enforce any provision shall constitute a waiver of that right.

Registered Office & Company Information
Star City Management LTD
Registered in England & Wales No. 17020250
Unit A288 4-6, Greatorex Street, London, E1 5NF, United Kingdom