Below all of terms and conditions are listed to set how the company operates. Appendix section at the bottom indicates what services are excluded and what essentials we require to list the property on SLP platforms.
In this Agreement, certain terms are used regularly. These terms are capitalized and defined as follows:
"Booking Platforms": Includes, but is not limited to, Airbnb, HomeAway, Booking.com, and other websites as selected by Smarthost. For direct reservations made with Smarthost, the concept of SLP will apply to those bookings as well."
Host": Refers to the Property Owner or Agent who either owns the Property or has the right to act on behalf of the Property Owner.
"Property": The Host’s property or any other property as agreed upon between Smarthost and the Host from time to time.
"Guest": Refers to an individual or individuals renting the Property through one of the Booking Platforms.
"Availability Period":The period during which the Property is available for guest occupancy.
"Management Fee": The fee paid to Smarthost for managing the Property. This fee covers services outlined in the Agreement, including but not limited to guest communication, listing management, rent collection, property inspections, deposit management, key management, and monthly financial reporting. Additional services outside routine management (e.g., maintenance) are billed separately as agreed upon.
"Cleaning Fee": The amount charged for cleaning and preparing the Property for Guest occupancy, including linen services but excluding cleaning supplies.
"Excluded Services": Services not provided by Smarthost under this Agreement. These are detailed in Appendix A.
"Extra Maintenance Services": Services beyond the scope of routine management that can be arranged by Smarthost at an additional cost. This includes deep cleaning, carpet cleaning/replacement, mold removal, pest control, appliance cleaning, balcony cleaning, painting, handyman services, and major plumbing, electrical, or gasworks.
"Fee": The amount charged by Smarthost in accordance with Clause 6 of this Agreement.
"Services": The short-let management services described in Clause 2 of this Agreement.
"Listing": The advertisement of the Property on any Booking Platform.
"Payout": The full payment made by the Guest for a reservation, including charges for cleaning, damage compensation, and any applicable service fees and taxes imposed by the Booking Platform or card processing fees.
2.1 In exchange for the Fee paid by the Host, Smarthost agrees to provide the following services:
2.1.1 Organizing professional photoshoots for Property listings. If the host's existing photos are unsuitable, a photoshoot will be organised as well.
2.1.2 Writing and optimizing Property listings across various Booking Platforms. Smarthost retains full discretion unless otherwise instructed by the Host. We shall select the Booking platforms to list on unless the Host tells us otherwise.
2.1.3 Managing pricing and availability across platforms. The Hosts agrees that Smarthost has the expertise to make pricing decisions and is therefore not required to consult with the host before accepting a booking from a Guest or setting the price for any Bookings. Smarthost reserves the exclusive right to determine, implement, and modify the cancellation policy applicable to reservations made through the platforms. This includes, but is not limited to, the conditions under which cancellations are accepted, refund eligibility, and any related fees. Smarthost may change or update the cancellation policy at its sole discretion, at any time, without prior notice to the host However, we will bear in mind any requirements that the Host has informed us about regarding monthly income expectations and/or preferences around type of Guests;
2.1.4 Handling all Guest inquiries, communications, and dispute resolutions related to bookings.
2.1.5 Accepting or declining bookings at Smarthost’s discretion on behalf of the Host.
2.1.6 Providing housekeeping and linen services at the end of each Guest’s stay.
2.1.7 Remotely coordinating urgent repairs or maintenance works to the Property if and only if required to ensure complete Guest satisfaction.
2.1.8 Supplying check-in instructions and assisting Guests with key access as needed.
2.2 Smarthost handles all guest correspondence exclusively. Property owners, co-hosts, or third parties do not have access to hosting accounts.
2.3 Smarthost manages dispute resolutions with Booking Platforms but cannot guarantee successful claims or payouts as the final decision is up to the Booking Platform.For any damage caused by the guest, Smarthost will independently assess the value of damages and, once the resolution payment is received, will proceed with repairs without the need to inform the Host. The Host agrees to this process and acknowledges that Smarthost reserves the right to manage and resolve damages at its discretion.
To facilitate the provision of Services, the Host agrees to:
3.1 Provide accurate, complete, and timely information about the Property as requested. It is host’s responsibility to ensure that we have all the information needed to operate and maintain the Property and look after the safety of each Guest;
3.2 Supply a minimum of three sets of Property keys (with working remotes, fobs and tags). If fewer are provided, Smarthost may duplicate keys at the Host’s expense. Keys remain the Host’s property and will be returned upon termination of the Agreement.
3.3 Ensure the Property contains items listed in the essentials checklist (Appendix B). Missing items will be purchased by Smarthost and invoiced to the Host with reasonable expenses.
3.4 Maintain the Property, address repairs promptly, and reimburse Smarthost for any repair costs incurred.
3.5 Pay all utilities, council tax, municipal and third party accounts including internet, cable, alarm, garden maintenance services, etc unless other arrangements are in place.
3.6 Comply with all applicable legal requirements for landlords in the UK, including but not limited to safety regulations, gas and electrical safety etc..
3.7 Remove or secure valuable and fragile items. Smarthost is not responsible for loss, theft, or damage to such items.
3.7.1. The Client is responsible for removing all valuable and sentimental items from the Property- The Client is aware of and responsible for the risks of not removing the above items from the Property.
3.7.2. Smarthost does not manage or take responsibility for household inventory.- Smarthost takes no responsibility for lost, stolen or damaged items.- The Client will be responsible for any loss or damage.
3.8 Clear personal items from the fridge, cabinets, and wardrobes for Guest use.
3.9 Refrain from appointing other cleaning contractors. Personal linens should be securely stored and inaccessible to Guests and Cleaners.
3.10 Cooperate fully with Smarthost and ensure timely payment of Fees and other costs.
3.11 Abide by the terms and conditions of all Booking Platforms used and maintain compliance throughout the Agreement.
4.1 The Host agrees to make the Property available for short-let bookings for a recommended minimum period of 3 months in a row. Any changes to the initial Availability Period require prior written consent from Smarthost.
4.2 The Host may extend the initial Availability Period by providing written notice to Smarthost. Any extension shall be subject to mutual agreement between the Host and Smarthost.
4.3 Smarthost may open the booking calendar up to twelve (12) months in advance.
4.4 The termination notice period for both parties is one (1) month. In cases of immediate contract termination, the Host agrees to pay an early termination fee of £500, in addition to any cancellation fees imposed by short-let platforms.
The Host also acknowledges responsibility for any cancellation fees associated with bookings that were received and confirmed prior to the termination date. These fees will be deducted from any outstanding payouts or invoiced to the Host.
Smarthost reserves the right to charge the Host an amount equivalent to the lost commission for each booking affected during the notice period.All outstanding payments owed to Smarthost shall be settled immediately upon the effective termination date.
4.5 This clause applies exclusively to full-time clients. Clients who reserve the property for personal use for more than three (3) weeks in a calendar year will incur a charge of £5.99 per day.
5.1 If the Host cancels or causes a Guest to cancel any booking, or if Smarthost is required to issue a refund for a booking, the Host shall be responsible for the following charges:
(a) Cancellation fees imposed by the booking platform, if applicable;
(b) Any payment processing fees related to refunds, if applicable; and
(c) The full Smarthost service fee for the affected booking.
5.2 For clarity, "causing a Guest to cancel a booking" includes situations where a property is deemed uninhabitable due to issues such as lack of heating, hot water, plumbing, electricity, Wi-Fi, gas leaks, water leaks, infestations (rodents or pests), poor cleanliness, or other serious deficiencies.
5.3 If a Guest cancels a reservation for personal reasons, no payout will be made to the Host for that reservation. Any compensation will be at Smarthost's discretion, as follows:
(a) 100% payout (minus Smarthost's commission) for cancellations made less than 48 hours before check-in.
(b) 50% payout (minus Smarthost's commission) for cancellations made between 48 hours and 5 days before check-in, provided no replacement booking is secured.
(c) No payout for cancellations made 14 or more days before check-in.
6.1 Smarthost's fees include:
(a) Onboarding Fee – as specified in the chosen service plan; and
(b) Commission – as defined in the initial agreement, calculated as a percentage of the payout. VAT will be applied where applicable.
dependant on plan
6.2 Smarthost will collect payouts from each guest and remit payments to the Host on a monthly basis, in arrears. The Host authorizes Smarthost to deduct applicable fees, commissions, and any other expenses incurred on the Host’s behalf before transferring the remaining balance to the Host’s designated bank account. Any additional transfer fees (e.g., for non-UK accounts) will be borne by the Host.
6.3 The cleaning fee for each booking shall be paid directly to Smarthost. If the booking platform does not allow separate cleaning fee charges, the payout will be adjusted accordingly.
6.4 Smarthost reserves the right to modify cleaning fees charged to guests at any time without prior notice.
6.5 Smarthost is obligated to remit payouts to the Host only after funds have been received from the booking platforms.
6.6 Short-Let Platform Fees: Airbnb’s service fee is 15% per booking. This fee reflects the industry standard for professional property management companies and may differ from fees charged to individual hosts due to Smarthost's status as a professional Airbnb management company.
6.7 Any resolution payouts will be subject to Smarthost's commission, as outlined in Clause 8.7.
7.1 In addition to the Fee stated above, the following extra charges will apply:
7.1.1 Photography Shoot: If the Host cancels or postpones a scheduled photo shoot with less than 48 hours' notice, or if a re-shoot is required due to the Property not being reasonably ready as agreed, Smarthost reserves the right to charge the Host an additional £125 (plus any applicable VAT) to cover the cost of an additional photo shoot.
7.1.2 Host's Stay During Availability Period: If the Host chooses to stay in the apartment during the Availability Period, Smarthost will arrange for cleaning after the Host's stay. The cost of cleaning will be charged to the Host unless otherwise specified (see Appendix C for details).
7.1.3 Maintenance Assistance: In the case of an emergency, or if the Host agrees to send Smarthost maintenance personnel (excluding professional plumbers, electricians, etc.) to assist Guests regularly, a standard visit fee of £75 plus VAT will be charged (see Clause 8 on Maintenance for details).
7.1.4 Maintenance Commission: Smarthost will apply a 30% commission on the cost of any extensive maintenance, refurbishment, or building works.
7.1.5 Item Collection Fee: Smarthost charges a £20 service fee for collecting items from a designated collection point on behalf of the Host. This fee covers transportation and handling costs. Charges for large items may vary and will be communicated separately for each instance.
7.1.6 Deep Cleaning for Extended Stays: For stays of 14 days or longer, an additional £30 fee will be applied for a deep cleaning service to maintain the property's hygiene standards. This cost will be borne by the Host.
7.1.7 Cleaning Supplies: Cleaning products purchased for property cleaning are not included in the cleaning fee. The cost of these supplies will appear as an additional charge in the monthly report, varying based on property size and the number of reservations.
8.1 The Host is responsible for major maintenance and ensuring the Property is in good condition for Guest use.
8.2 The Host is also responsible for addressing normal wear and tear of the Property.
8.3 Smarthost may recommend compulsory improvements due to guest complaints, health, or safety concerns. The Host must comply with such recommendations, with costs either deducted from payments to the Host or handled independently by the Host. Failure to comply may result in listing suspension and/or account closure with at least one month's written notice. Future confirmed bookings beyond the notice period will incur cancellation fees and commissions.
8.4 Smarthost will manage minor repairs and maintenance as deemed necessary, up to a maximum of £250 per month. Host consent is required for costs exceeding this amount unless otherwise agreed in writing. If the Host declines Smarthost's maintenance solutions, Smarthost is not liable for resulting negative guest feedback.
8.5 Smarthost reserves the right to incur expenses up to £250 per emergency on the Host’s behalf for urgent repairs or maintenance.
8.5.1 For emergency or regular maintenance assistance, a standard visit fee of £75 plus VAT will be charged.
Emergency Call-Out Costs:
Third-party Plumbers/Electricians (Emergency Call-Outs):
Daytime (before 5 PM): £160 + VAT
After-hours (after 5 PM): £200 + VAT
Emergency Drainage Blockage Cleaning: £195 + VAT
Other Professional Services: Costs will vary and be quoted upon request.
Please note that all costs are subject tochange and may vary based on the individual service provider's rates.
If the Host requests an estimated cost(the "Quote") for any repair, Smarthost will provide an approximatecost. If the actual cost exceeds the Quote after work completion, the Hostagrees to cover the difference.
8.6 Smarthost will not undertake significant repairs without the Host’s prior consent, except in extenuating circumstances posing major safety risks.
8.7 For maintenance visits or specialists arranged by Smarthost, a 20% + VAT commission will be added to the service fee.
8.8 Smarthost may use booking platform funds to cover guest-incurred damages directly, excluding these expenses from income reports. If repairs are not feasible, the payout will appear in the income report, excluding Smarthost's commission.
9.1 The Host acknowledges that Smarthost is not an insurer. The Host must obtain appropriate insurance for the Property and contents. Smarthost is not liable if damage claims are denied by booking platforms.
9.2 Smarthost does not provide investment or real estate advice. The Host is responsible for independent decision-making regarding short-letting.
9.3 Smarthost makes every effort to secure bookings but does not guarantee specific income levels.
9.4 Smarthost is not liable for lost opportunities, lack of reservations, or guest suitability, as guest verification relies on booking platforms.
9.5 The Host is solely responsible for the Property's condition, safety, security, and legal compliance.
9.6 Smarthost is not liable from and against any claims, liabilities, damages, losses and expenses including (without limitation) reasonable legal fees, arising out of, or in connection with, any breach by the Host of this agreement or the terms of any agreement the Host may have in place with the Booking platforms from time to time.
9.7 Smarthost will not be liable for the provision of services by third parties (any “Third Party Supplier”) including those who provide the Extra Maintenance Services or any other repair services that Smarthost books on the Host’s behalf. Smarthost will ensure that its Third Party Suppliers are selected with reasonable care and skill.
9.8 Smarthost is not liable for delays caused by factors beyond its control (e.g., natural disasters, strikes, government actions).
9.9 In no event shall Smarthost be liable for exemplary, incidental, indirect, special or consequential damages or for any business, financial or economic loss such as lost reputation, lost bargain, lost profit or loss of anticipated savings arising out of or resulting from this agreement and whether such loss arises as a result of negligence, breach of contract, tort or otherwise by us or any agent, employee or third party providing services on our behalf (including a Third Party Supplier) except to the extent the foregoing limitation is prohibited by applicable law.
10.1. If the Host suspends Smarthost bookings:
10.1.1 The Host is responsible for direct guest communication and payment collection.
10.1.2 Smarthost is not liable for issues arising from private reservations.
Smarthost may modify these Terms at its discretion. Notice will be provided for any changes. Continued use of services implies agreement to revised terms.
12.1 The Host may not appoint alternative cleaners or contractors.
12.2 Standard Cleaning Includes:
Dusting all visible surfaces
Vacuuming and mopping floors
Cleaning bathrooms, sinks, toilets, and mirrors
Kitchen surface cleaning
Washing dishes, glassware, and cutlery
Changing bed linens
Reporting visible damages
Disposing of perishables
Emptying indoor bins
Watering indoor plants (on cleaning day only)
12.3 Deep cleaning will be scheduled after extended reservations.
Excluded Services
SMARTHOST does not provide the following services as part of this agreement:
- Deep cleans including sofa, carpet and other upholstery cleaning;
- Co-ordinating structural or major repairs or maintenance works on the Property;
- External window washing;
- Washing walls or repainting them;
- Furniture treatment;
- Animal waste removal;
- Gardening, garden shed cleaning, patio cleaning;
- Mould and/or bio-hazardous substance removal;
- Industrial cleaning;
- Lifting heavy furniture;
- Cleaning surfaces above arms reach;
- Cleaning of heavily soiled areas;
- Pest control or extermination (insects, etc.);
- Yard work or garage cleaning.
- Ironing
“Ready for Guest”Checklist
Checklist Note: Items marked with * are mandatory and must be provided by the host. If these are not provided, SMARTHOST reserves the right to purchase them and charge the host accordingly.
Bedroom Essentials
Mattress protector*
Blackout curtains*
Space to hang/store clothes*
Hangers*
Bedroom Furnishings
Duvet
4 large pillows per double bed
Extra cushions, duvets
Bed throw
Bedside lamps
Wall decor
Kitchen Facilities
Kettle
Cafetiere or coffee machine
Microwave
Large Bin with cover
Utensils
Cutting knives
Chopping board
Scissors
Can opener
Bottle opener
Peeler
Kitchen Essentials
Cooking basics: salt, pepper, olive oil; optional sugar and spices
Dishes and silverware per guest:
2 plates*
2 bowls*
2 coffee mugs*
2 glasses*
2 wine glasses*
2 forks*
2 regular spoons*
2 teaspoons*
2 knives*
Frying pans, saucepans and stock-pots in basic sizes*
Living Room Essentials
WiFi*
Sofa/ Sofabed*
Coffee table*
TV + aerial cable (free view or Sky, AppleTV etc)*
Living Room Furnishings
Cushions
Wall art
Floor lamp
Houseplants
Armchair
Dining table and chairs
Books and board games
Bathroom Essentials
Hairdryer*
Shower curtains if necessary*
Small bin with cover*
Toilet brush*
Bathroom Furnishings
Toilet roll holder
Mirror
Rack or cabinet space for towels and guests’ toiletries
Cleaning Essentials
Mop and Bucket
A functional Vacuum cleaner
Dustpan & brush
Cleaning cloths
Multi-surface cleaner
Dusting cloths
Surface cleaner
Surface polish
Floor cleaner
Drain unblocker
Bleach
Harpic for toilet & bathroom
Oven cleaner
Glass cleaner
Viakal limescale remover
Washing up liquid
Sponge scourers
Dishwasher tablets and salts (if applicable)
Kitchen rolls
Toilet rolls
Bin bags (2 rolls)
*For a nominal fee, we can quickly restock cleaning essentials and will promptly notify you of any charges.
Other Home Essentials
Iron & ironing board*
Air conditioning and portable fans*
Three sets of keys for a one-bedroom property*
Four sets of keys for a two-bedroom or larger property (we can make copies if necessary)*
TV*
Wi-Fi with a minimum speed of 10 Mbps*
Clothes stand (even if you have a tumble dryer!)*
Crib
High chair
Extra light bulbs
Extra batteries
Dedicated workspace
Travel adapter
Safety Essentials
Smoke alarm
Carbon Monoxide alarm
First aid kit
Fire extinguisher
Host in stay Cleaning
The following rates apply for cleaning and linen services during a host's stay:
- £20 per hour for cleaning
- £20 per bed for linen