Last updated: 11th June 2025
These booking terms and conditions apply to all confirmed bookings created on or after 11th June 2025 and supersede all previous versions.
Definitions
"We", "Us", or "Our" – refers to My Superhost Ltd trading as Salt and City Stays.
"Owner" – the owner of the property being booked.
"Property" – the holiday accommodation listed and managed through us.
"Guest", "You", or "Holidaymaker" – the lead guest and all members of the party included in the booking.
"Booking Portal" – the digital platform through which the guest manages pre-arrival information, access, and booking terms.
1. Introduction
These terms and conditions set out the basis on which My Superhost Ltd trading as Salt and City Stays ("we", "us", or "our") acts as agent for the owners ("Owners") of the properties ("Properties") listed through our service. When you ("you" or the "Guest") make a booking with us, you are entering into a direct contractual relationship with the Owner of the Property, and your booking is subject to the terms outlined below.
By making a booking, you confirm that you and all members of your party accept these terms and conditions. Please read them carefully before proceeding.
2. Booking and Payment
Bookings are not confirmed until we issue written confirmation (including by email). We reserve the right to refuse any booking at our discretion.
A booking deposit of 25% is required at the time of booking. The balance is due 14 days before your arrival. If full payment is not received by this time, we reserve the right (on behalf of the Owner) to cancel your holiday and re-let the Property. In these circumstances you will not be entitled to any refund.
We do not accept bookings from persons under 18 years of age.
Your booking is for a short-term stay for leisure or business travel only. Running or operating a business from the property is strictly prohibited.
3. Access and Check-In Requirements
Property access details will be provided through our secure guest portal 48 hours before your arrival. Access information will only be released once you have completed the mandatory online check-in form.
You must not enter the property before the agreed check-in time and must depart by the specified check-out time.
4. Owner Unable to Make the Property Available
If the Owner cannot make the Property available to you for your booking, we will try to find you suitable alternative accommodation or arrange a full refund of all accommodation payments you have made. The Owner (not us) will be responsible for any compensation or expenses incurred due to this event.
5. Guest Cancellations
If you cancel prior to the holiday arrival date, you may be due a partial refund from the Owner.
The refund will depend on the amount of notice you give us (as agent for the Owner) before the holiday start date. The specific terms of cancellation are outlined at the time of booking and displayed in your booking portal.
If a refund is due, we will aim to return the applicable amount within 10 working days of cancellation.
If you transfer your booking (a “Transferred Booking”) and then later wish to cancel, the number of days’ notice you will be deemed to have given will be the lower of (a) the number of days’ notice to transfer the original booking, and (b) the number of days’ notice to cancel the Transferred Booking.
6. Guest Responsibilities
Guests agree to:
Failure to adhere to these responsibilities may result in additional charges or termination of your stay without refund.
7. Owner Responsibilities
The Owner is responsible for:
We are not liable for issues outside our or the Owner’s control, including appliance failures, pests, noise from neighbours, or disruption due to weather or building works.
8. Pets
Pets are only allowed if explicitly stated in the booking confirmation. Additional cleaning charges may apply. Pets must never be left unattended, must be house-trained, and are not allowed on furniture or in bedrooms unless otherwise agreed.
Owners may terminate the stay without refund if these rules are breached.
The following dog terms apply:
Pets other than dogs may be allowed at the Owner’s discretion. This must be approved prior to making a booking and can be arranged by telephoning the Reservations department.
9. Amenities and Property Information
We strive to ensure property descriptions and amenities listed in our guest portal are accurate. However, facilities may change or become unavailable due to maintenance or local conditions. Internet speed, mobile coverage, and TV access may vary.
If you choose to holiday in an older property, remember that much of its character and charm is due to its age. Some of our Properties are well over 100 years old and were built long before the days of damp proof courses and cavity walls so some may show signs of damp, particularly in long spells of wet weather. If you have any concerns, please talk to us at the time of making your booking. Also, please remember that should traditional property features (steep stairs or low beams, for example) be a problem for any member of your party, you must consider and mention this prior to booking.
Please remember that properties in the country do attract spiders and therefore cobwebs. It does not mean that the Property is dirty or has not been cleaned as cobwebs can be spun almost as quickly as they have been cleaned away. Some of our properties, particularly in remote areas, may have a private water supply from a spring or well water, which is regularly tested. In rural areas please be tolerant of the sounds and scents that you may encounter, they are all a part of the countryside experience.
Confirmation should be requested prior to booking if there is any particular detail or facility that is important to you. When you make a booking the guests accept that minor differences between text/photographs/illustrations in the brochure and on the Website and the actual Property may arise. We cannot accept responsibility should the Property not conform to a Holidaymaker's standards.
10. Complaints
We aim to deliver quality service. If you experience a problem during your stay, please contact the Owner or their designated contact immediately to allow an opportunity to resolve the issue.
If unresolved, please email us at: comments@saltandcitystays.com with full details. We will liaise with the Owner to investigate and resolve the matter where possible.
11. Data and Communication
We will only share your personal data with the Owner, our service providers, and relevant parties to facilitate your booking. For full details, please refer to our Privacy Policy.
We may contact you post-stay for feedback and future offers, in accordance with GDPR.
12. Legal and Liability
When making a booking, you acknowledge on behalf of all guests that the tenancy granted by these terms and conditions is not an assured tenancy and that no statutory periodic tenancy will arise when it ends.
Once you have made a booking there is no “cooling off” period as the contract you have made is for accommodation services for a specific period of performance. You can see further details in the section “When you don’t get 14 days to cancel” on the citizen’s advice bureau website here.
We accept no responsibility for personal injury to, or death of, guests or anyone they invite to the Property, or loss of or consequential loss or damage to their property, or for other matters over which we have no control.
13. Force Majeure
We and the Owner shall not be liable for any delay or failure to perform obligations under this agreement due to events beyond our reasonable control, including but not limited to natural disasters, fire, flood, pandemics, government action, or failure of suppliers.
14. Trust and Payment Protection
We may operate a client money protection scheme or use a third-party trust account system to protect funds received until after check-in. This may vary by property and booking channel.
Please note that the Trust Account is not an insurance policy. The Trust Account protects money that has been paid to us for a booking but not yet paid to the Owners in the event of our insolvency. You will need to take out separate insurance to provide cover for cancellation of the booking, damage to the Property etc.
15. Damage Deposits and Waivers
To protect the property and its contents, we operate a damage protection policy that includes two options: a refundable damage deposit or a non-refundable damage waiver.
Refundable Damage Deposit
Some properties require a refundable damage deposit, payable either during the booking process or prior to arrival. This deposit is held to cover the cost of any damage, loss, or excessive cleaning required during your stay. Provided no such issues are reported, the deposit will be refunded within 7 working days of your departure. If damage costs exceed the deposit amount, you agree to cover the additional charges within 14 days of receiving notice.
Non-Refundable Damage Waiver
In place of a refundable deposit, some bookings may offer the option to pay a non-refundable damage waiver. This waiver provides limited liability cover for accidental damage caused by you or members of your group during your stay, up to a maximum of £200. The waiver is charged per stay and is non-refundable under any circumstances.
The damage waiver is not an insurance policy but a limited liability policy offered by My Superhost Ltd trading as Salt and City Stays to streamline the check-out process and provide reassurance for minor accidental damages.
Please note that the £200 coverage under the waiver is not a cap on your liability. If the cost of accidental or other damage exceeds this amount, you agree to cover the full remaining balance of any repair or replacement costs.
What is Covered
The damage waiver covers accidental damage to the property, its contents, fixtures, or furnishings, provided the damage was not caused through negligence, deliberate action, or violation of house rules. It does not cover:
Claim Process
Owners or housekeeping teams must notify us of any damage or issues within 5 days of guest checkout. If a claim arises, we will inform you within 14 days of departure, or as soon as the issue is discovered. You agree to cooperate fully with any investigation, provide photographic evidence where possible, and not attempt to repair or replace damaged items without written consent. We reserve the right to decline any claim that falls outside the scope of the waiver or where sufficient information is not provided.
Important Notes
We will work directly with property owners to resolve any damage claims. Guests agree that any sums due for damage or additional costs can be charged to the payment method used at the time of booking or requested directly from the guest if needed.
15. Updates to Terms
We reserve the right to update these booking terms and conditions. The version applicable to your booking is the one in place at the time the booking is confirmed.
