Important
This page is not a substitute for the signed management agreement. Services do not start until both parties agree the scope, property schedule, fees, authority limits, start date and required compliance information. Owners should take independent legal, tax, planning, mortgage, lease and insurance advice.
1. Appointment and authority
The owner appoints Kent Coastal Stays for the services selected in the agreement and authorises reasonable communication with guests, platforms and approved suppliers. Ownership remains responsible for the property, legal permissions, insurance, tax and statutory compliance unless a duty is expressly accepted in writing.
2. Fees and money
The management fee is calculated on the accommodation payout after booking-platform commission, excluding cleaning, refundable deposits, taxes, owner cancellations and refunds. Minimum fees, onboarding, cleaning, linen, contractor charges, materials and the Complete Care monthly plan are stated separately. Platform and payment-provider rules may affect timing. Invoices are payable within the period stated in the signed agreement.
3. Owner responsibilities
- Provide accurate property, ownership, safety, insurance and access information.
- Maintain utilities, appliances, furnishings, locks and legally required certificates.
- Ensure the intended use is permitted by mortgage, lease, planning, insurer and local rules.
- Fund repairs, replacements, consumables and supplier costs.
- Keep owner-use dates current and honour confirmed guest bookings.
4. Guests, bookings and platforms
We may manage listing content, rates, availability, communications and reviews within the agreed package. We may refuse or cancel a booking where reasonably necessary for safety, fraud, platform compliance or serious property risk, but cannot guarantee guest conduct, identity, platform decisions, bookings, income or reviews.
5. Cleaning, access and keys
Changeover cleaning and laundry are normally separate per-turnover charges. The owner must provide safe, reliable access and authorised key or smart-lock arrangements. Lost keys, emergency locksmiths and replacement access equipment may be charged where not caused by our negligence.
6. Maintenance and emergencies
We may coordinate approved work within the owner’s written spending limit. Above that limit we seek consent unless immediate action is reasonably needed to protect people, secure the property, stop active damage or comply with an authority. We do not warrant third-party workmanship, but will use reasonable care in selection and coordination.
7. Complete Care boundaries
The plan for a typical 1–2 bedroom property includes the agreed quarterly reporting, two standard carpet refreshes, one exterior presentation clean capped at three labour hours, one accessible gutter clearance and one photographed visual roof/gutter observation from a safe position. Restoration, re-sanding, sealing, specialist roof cleaning, repairs, materials, unsafe access, heavy soiling and additional visits are excluded and quoted separately. A visual check is not a professional survey.
8. Damage, deposits and insurance
We may gather evidence and support a platform or deposit claim but cannot guarantee recovery. The owner remains responsible for suitable buildings, contents, public-liability and holiday-letting insurance and for losses not recovered from a guest or platform.
9. Term, cancellation and handover
The agreement states the initial term, notice period and any early-exit charges. Confirmed bookings, guest obligations, unpaid invoices, keys, records and platform permissions must be dealt with through an orderly handover. The founding onboarding waiver may be conditional on completing the agreed six-month initial term.
10. Complaints
Raise concerns promptly by email with the property, dates and desired outcome. We will acknowledge, investigate the records and provide a reasoned response. If unresolved, the signed agreement will state the escalation route and any independent redress process that applies.
11. Liability and events beyond control
Each party remains responsible for loss caused by its breach or negligence, subject to the lawful limits in the signed agreement. Nothing limits liability that cannot be limited by law. We are not responsible for platform outages, utility failures, severe weather, government action or other events beyond reasonable control, but will take reasonable steps to manage the operational impact.
12. Data, confidentiality and law
Each party must protect confidential information and personal data. The privacy policy and property-specific data terms apply. The agreement is governed by the law of England and Wales and will state the relevant dispute forum.
Contact
Email [email protected], telephone 07724 713471, or write to our business correspondence address, which is available on request and will be stated in any signed service agreement.