Booking terms and conditions

Deluxe London is a trading name of Dormus Design Collective, a sole trader based at Flat 4, Kennington Park House, London, SE11 4JT. You can reach us by email at hello@deluxelondon.com. In these terms the words we, us and our mean Deluxe London, and the words you and your mean the lead guest who makes the booking.

Booking with us is a request to book, not an instant confirmation. You choose your dates and send a request through this website. We review every request by hand. A booking is only confirmed once we have accepted your request, completed the checks set out below, sent you a written confirmation and received your payment in full. Until all of that has happened the dates are not held for you and remain available to other guests.

To protect our homes, our neighbours and our other guests, we carry out a short verification check as part of accepting a booking. We will ask the lead guest to confirm their identity by uploading a valid government issued photo identity document and by completing an identity check through a secure verification service. We may also invite you to share links to other hosting profiles, such as Airbnb, where you have stayed and received reviews.

We use this information only to confirm that you are who you say you are and to keep our properties safe. We handle all personal data in line with United Kingdom data protection law, and we keep verification records only for as long as we need them. If you are not willing to complete verification we may decline the booking. Our privacy notice explains in full who handles your identity check and what they see.

All prices are shown and payable in pounds sterling. Once we accept your request we will send you a secure payment link. Full payment is due within 48 hours of us sending that link. If we do not receive full payment within 48 hours the dates may be released and offered to other guests.

We do not charge any booking or platform fees. Every rate already includes cleaning, linen and administration, so the price you see is the price you pay.

If you need to cancel a confirmed booking, the refund you receive depends on how far ahead of your arrival date you tell us.

• Cancel 30 or more days before arrival and you will receive a full refund.
• Cancel between 5 and 30 days before arrival and you will receive a refund of 50% of the total paid.
• Cancel within 5 days of arrival and no refund is due.

To cancel, please email us at hello@deluxelondon.com. The date we receive your email is the date we use to work out your refund.

We expect this to be very rare. If something outside our control means we have to change or cancel your booking, we will tell you as soon as possible. We will offer you a suitable alternative property or alternative dates where we can. If that is not possible, or not suitable for you, we will give you a full refund of everything you have paid. Our responsibility to you in that situation is limited to that refund.

Holiday and short stay accommodation is exempt from the 14 day cancellation right that applies to many other online purchases. This exemption is set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It means that once your booking is confirmed the cancellation terms above are the only cancellation terms that apply.

Check in is from 3pm on the day your stay begins. Check out is by 11am on the day your stay ends. We will send you arrival instructions and any access details before you arrive. Please do not arrive before your check in time, or stay beyond your check out time, without agreeing it with us first, as we may need that time to prepare the home for the next guest.

The lead guest must be at least 21 years old and must stay at the property for the whole of the booking. The number of guests staying must not be more than the maximum occupancy shown for the property. Only the guests named in your booking may stay overnight. If more people stay than were booked, we may end the stay without a refund.

A few simple rules keep our homes and our neighbours happy.

• Parties, events and gatherings beyond your booked guests are not allowed.
• Smoking and vaping are strictly forbidden inside all of our properties.
• Pets are not allowed as a rule. One pet may be permitted at some properties by prior arrangement, so please ask us before you book if you wish to bring a pet.
• Please treat the home, its contents and the neighbours with care, and keep noise to a minimum late at night.

Each property may also have its own house manual with a small number of additional rules, which form part of these terms.

We do not take a security deposit. We trust our guests to look after our homes, and in return you agree to take reasonable care of the property and everything in it. You are responsible for any damage or breakage caused during your stay, beyond fair wear and tear.

If something is damaged or broken, please tell us as soon as you can. You agree to pay the reasonable cost of repairing or replacing anything damaged, broken or missing as a result of your stay.

We take great care of our properties and our guests. Even so, our total responsibility to you for any one booking is limited to the total amount you have paid for that stay. We are not responsible for any indirect loss, or for loss of personal belongings, except where the law does not allow us to limit our responsibility. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, or for fraud.

We only collect the personal data we need to take your booking, verify your identity, keep our homes safe and contact you about your stay. We handle all personal data in line with United Kingdom data protection law, and we do not sell your data. You can ask us what data we hold about you, and ask us to correct or delete it, by emailing hello@deluxelondon.com.

If anything is not right during your stay, please tell us straight away by email so we have the chance to put it right while you are still with us. We aim to respond to any complaint within three working days.

These terms, and any booking made under them, are governed by the law of England and Wales. Any dispute will be dealt with by the courts of England and Wales.

We may update these terms from time to time. The terms that apply to your booking are the ones published on this page on the day you make your booking. The date below shows when we last updated this page.