Terms & Conditions

Last updated: 21 May 2026

Welcome to Charmstay. These Terms and Conditions ("Terms") set out the basis on which you may use our website www.charmstay.com and make a booking for a short-let property through us.

Please read these Terms carefully before making a booking. By making a booking, you confirm that you have read, understood and agreed to these Terms on behalf of yourself and every member of your party.

1. About us

Charmstay is a trading name of Key Vision Ltd, a company registered in England and Wales.

Company number: 09774269
Registered office: 46 Nova Road, CR0 2TL, United Kingdom
Website: www.charmstay.com
Email: reservation@charmstay.com
Phone / WhatsApp: +44 20 3433 1917

In these Terms, "we", "us", "our" and "Charmstay" mean Key Vision Ltd. "You" and "your" mean the person making the booking (the "Lead Guest") and every member of your party.

2. Our role as agent

Charmstay manages short-let properties in London on behalf of the individual property owners (each, an "Owner").

When you make a booking through our website, we act as agent for the Owner of the property you have booked. The contract for your stay is therefore between you and the Owner of that property. Charmstay collects payments, manages communications, handles check-in and provides guest support on behalf of the Owner.

Although the stay contract is with the Owner, you may always contact Charmstay for any matter relating to your booking.

3. Making a booking

You can book a property through our website in one of two ways:

Instant booking — selecting your dates and paying online; or
Booking enquiry — submitting an enquiry, after which we will confirm availability and send you a secure payment link.

A booking is only confirmed once we have received cleared payment in full (or, if applicable, the required deposit) and have issued you a written booking confirmation by email.

To make a booking, you must:

be at least 18 years old;
have the legal capacity to enter into a binding contract;
provide accurate personal details for yourself and every member of your party; and
complete our online check-in and identity verification before arrival.

We reserve the right to refuse or cancel a booking if any of the above is not satisfied, or if information provided is incorrect, incomplete or misleading.

4. Prices and payment

All prices are shown in pounds sterling (GBP) on the relevant property page and include any fees and taxes stated at the time of booking.

Payments are processed securely through Cloudbeds Payments, which uses Stripe as its payment processor. By making a booking, you authorise us to charge your payment card for the total amount due, including any pre-authorisation, additional charges or damage costs as set out in these Terms.

We are not responsible for any bank, currency conversion or transaction fees applied by your card issuer.

5. Security deposit (pre-authorisation)

A pre-authorisation hold is placed on the Lead Guest's payment card before or at the start of the stay. The amount is shown at the time of booking and varies by property.

This hold is not a charge: it temporarily reserves funds on your card. Provided the property is left in the same condition as it was found and no breach of these Terms has occurred, the hold is released after check-out. Release timing depends on your card issuer, typically within 7–10 working days.

If damage, missing items, additional cleaning or other costs are identified, we may convert all or part of the hold into a charge, and/or invoice the Lead Guest separately for any additional amounts (see section 9).

6. Cancellations, changes and refunds

Each property is offered under a specific cancellation policy, which is clearly displayed on the booking page before you confirm your reservation. The cancellation policy applicable to your booking will also be stated in your booking confirmation email.

To cancel or amend a booking, please contact us at reservation@charmstay.com as soon as possible. Refunds, where due, will be issued to the original payment card.

We strongly recommend that all guests take out comprehensive travel insurance to cover cancellation, curtailment, personal belongings and personal liability.

7. Check-in and check-out

Check-in: from 2:00 pm on the day of arrival
Check-out: by 10:00 am on the day of departure

Earlier check-in or later check-out may be available on request and is subject to availability and, where applicable, an additional fee.

You must complete our online check-in process, including identity verification and guest registration, before you will be granted access to the property.

Late check-out without prior agreement may result in an additional night's charge.

8. House rules

To protect the property, our neighbours and other guests, the following rules apply to every booking. By making a booking you agree, on behalf of every member of your party, to comply with them:

No smoking or vaping of any kind inside the property.
No parties, events or gatherings of any kind.
No pets, unless agreed by us in writing before arrival.
No unregistered guests. Only those named on the booking may stay or be present at the property, and the total number of guests must not exceed the stated capacity.
Respect the property and its contents, and keep noise to a reasonable level, particularly between 10:00 pm and 8:00 am.
Comply with all applicable laws and any property-specific rules provided in the welcome information.

Breach of these house rules entitles us to take any of the actions set out in section 9.

9. Damage, breach and early termination

The Lead Guest is responsible for the property and for the conduct of every member of their party throughout the stay.

If damage occurs, if any of the house rules are breached, or if any other term of this agreement is broken, we reserve the right to:

charge the cost of any damage, loss, additional cleaning or other reasonable costs to the payment card on file and/or to invoice the Lead Guest separately for any amount exceeding the pre-authorisation hold;
terminate the stay early and require all guests to leave the property immediately, with no refund; and/or
refuse future bookings.

You agree to pay any invoice raised under this section within 7 days of issue.

10. Our responsibilities

We (and, where applicable, the Owner) will take reasonable care to ensure that the property is as described, clean and in good working order on arrival.

If something is not as it should be, please contact us immediately during your stay so that we have the opportunity to put it right. We cannot accept responsibility for issues that you do not give us the opportunity to resolve during the stay.

We do not accept responsibility for:

the personal belongings of any guest, including loss, theft or damage (please ensure you have adequate travel insurance);
temporary failure or interruption of utilities, internet, appliances or third-party services outside our reasonable control;
inconvenience caused by works in the surrounding area, noise from neighbours, weather or other matters outside our reasonable control.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law.

11. Force majeure

If we or the Owner are prevented from making the property available, or your stay is materially affected, because of an event outside our reasonable control — including but not limited to fire, flood, storm, burst pipes, fire alarms, power or water failure, infestation, criminal damage, government action, public health restrictions, strike or terrorism — we will:

where possible, offer you an alternative property of similar standard for the same dates; or, if that is not possible,
offer you a credit note to the value of the affected nights, valid for 12 months and redeemable against a future booking with Charmstay.

In these circumstances, no cash refund is payable.

12. Complaints

If you have any concerns during your stay, please contact us immediately so we can try to resolve them while you are still at the property. You can reach us by:

Email: reservation@charmstay.com
Phone / WhatsApp: +44 20 3433 1917
In-app messaging via Cloudbeds / our guest portal

Any formal written complaint should be sent to reservation@charmstay.com within 14 days of your check-out date. We will acknowledge your complaint promptly and provide a substantive response within 14 days of receipt.

13. Privacy and data protection

Your personal data is handled in accordance with our Privacy Policy, which forms part of these Terms. Please read it carefully to understand how we collect, use and protect your information.

14. Website use

You may use our website for lawful personal purposes only. You must not:

use the website in any way that breaches any applicable law or regulation;
attempt to gain unauthorised access to our website, systems or data;
introduce viruses, malware or other harmful material;
copy, reproduce or republish any content from the website without our prior written consent.

All content on the website, including text, images, logos and the Charmstay brand, is owned by or licensed to Key Vision Ltd and is protected by copyright and other intellectual property laws.

15. Changes to these Terms

We may update these Terms from time to time. The version that applies to your booking is the version in force on the date you made the booking. The current version is always available on our website and is dated at the top of this page.

16. Governing law and jurisdiction

These Terms, your booking and any dispute or claim arising out of them are governed by the laws of England and Wales. You and we agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute.