Not A Suitable Property
It is always your right to vacate the property if you feel it isn’t up to the standards you expected but if you (the guest) stays for the duration of your booking, a complete refund will not be given. If, however, you make this decision to leave, please message through the booking channel that you are wanting to vacate the property.
Please tell us the issues, take photos, and leave.
At this point, the property will be assessed by a Clean Break employee within 24 hours. Once the property has been assessed the possibility of a refund will be possible. If the property is examined and it was found to be short of expectations, a refund will be given for the nights the property were not occupied. If the property is found to be completely suitable and within the realm of expectations, a refund will not be issued.
Completion of Stay and then asking for a Refund
If you the guest, stays for the entire duration of your stay, and then asks for financial compensation it will not be given immediately. Once Clean Break is aware an internal review will occur with the goal of being completed in less than 7 days. At the completion of the review Clean Break will reach back out to the guest to share the findings of the review. Although issues may have been present, staying for the complete duration of your stay, makes financial compensation difficult and won’t exceed 10% of your accommodation.
Issues at the Property – Hot Water – Broken Items –
Clean Break cannot check every nut and bolt in every property after every single guest stays at one of our properties, even with several property checkers. This means from time to time, there will be guest discoveries of malfunctioning items. First, Clean Break would like to know about those items, but second, they are not automatic grounds for financial compensation. Again, Clean Break cannot check every nut and bolt, and the world is an imperfect place.
Check In Information Policy
Please take the time to read all the guest information sent to you, it isn’t very much, and as this is NOT a hotel. There isn’t a front desk or 24 hour concierge service. You have chosen to book a short term accommodation and there is level of responsibility the guest assumes in doing so, therefore, read the information sent to you. Failure to do so may impact your stay with us and we will not be responsible if Clean Break has provided all the information (as promised and on time).
Please Read:
1. Today’s message.
2. The 4pm the day before you arrive message.
3. 10am day of check-in message.
Booking for Another Guest Policy
It is the responsibility of the individual making the booking to follow the directions of the messages provided in order to facilitate a smooth check in, including confirmation of the original and initial booking message.. If the individual making the booking IS NOT the individual staying and there is any issue and Clean Break was NOT told of the conditions of the booking, no refunds will be given. Again, it is the full responsibility of the individual making the booking to ensure the person staying in the property has the correct information for the piroperty, including check in messages, contact methods, contact numbers, and emergency numbers. If Clean Break is found to have delivered all messages as promised, and the guest fails to stay, it is not the fault of Clean Break.
Lastly, if the person making the booking isn’t the guest staying, the person booking the property needs to inform Clean Break they are not the person staying, and provide the name and number of the individual staying.
Post 9PM – Late Check In – Late Messages
If you are checking in past 9pm (or sending a message post 9pm), it is your responsibility to let us know. If any issues exist in the property, Clean Break will do our best to solve them, but can’t guarantee they will be solved that night. We understand this can be frustrating and we do our best to make sure the property is maintained and ready for your arrival but we can’t guarantee issues won’t arise.
Non Check Out Policy
It is the responsibility of the guest staying in the flat/property to know their check in and check out time. If check out time arrives and the guest does not check out at the agreed upon time, or has failed to pay for a late check out, a financial penalty will be levied against the guest. The cost of the “non check out” is dependent upon the level of the required response. The rerouting or returning cost for the cleaners is a flat £60 fee. The use of the maintenance team is a flat £60 fee. If management has to be involved, this is an hourly rate of £60. This policy is non negotiable as the guest failure may impact multiple people having to cease their work and possibly impact a guest checking in on the same day at the property in question.
Preexisting Medical and/or Physical Conditions Policy
It is the responsibility of the guest to inform Clean Break if they have any pre-existing medical and/or physical conditions that would impact their booking AT THE TIME of their booking OR within the cancellation window. We sympathise with all our guests that have either health or age related issues but, once the guest’s booking is outside the cancellation window, the entire booking fee will be collected. With over 1,000 guests a year booking with Clean Break we cannot ask every guest if they have any medical or physical conditions that would impact their stay.
Cleaning Policy
Clean Break takes the cleanliness of all our properties very seriously but there is also the reality that the average short term accommodation has over 500 items inside the property. This is not a hotel. This is a property will multiple rooms, sometimes over multiple floors. There simply isn’t time to check every single item in every single closet, drawer, or cupboard. This means from time to time the cleaning crew may miss something. Please be patient with us as we will work to resolve any issue as best we can.
Minor Issues – these are small issues the cleaners may have missed in their clean for one reason or another (i.e. a few cobwebs, a ring on a coaster). Clean Break apologies for these minor issues but we cannot give financial compensation for such issues as they aren’t significant enough to remove payment from the cleaning crew BUT we will have an strongly animated word with the cleaners.
Major Issues – these are large cleaning that are absolute paramount to a quality stay. If, upon arrival, it is very clear the cleaning crew was well below an acceptable standard, please take photos and send them through the booking channel. Please then be patient as they need to funnel down to management. Management will examine them, talk to the cleaners, assess what has occurred, and possibly refund part of the cleaning fee.
No Show – If you arrive at your property and it has not been cleaned and you were not told the property was not going to be cleaned prior to your arrival, a 100% return of the cleaning fee will occur.
SMOKING / DRUG USE / NOISE
Clean Break Properties will not accept any smoking or drug use in any of our properties and is grounds for immediate dismissal.
Noise complaints will be dealt with on individual basis but a single noise complaint can be grounds for expulsion
