The Heim Guest Policies
We, at The Heim strive to provide our guests with an exceptionally clean, safe, and welcoming experience. These Guest are considered a part of our reservation agreement with You (The Guest). Upon confirming Your booking, You are agreeing to abide by all of ourGuest Policies. These policies and rules are presented here to help promote our guests’ safety and enjoyment. These policies and rules also ensure that You are aware of the understanding between You and The Heim. Our Guest Policies and Haus Rules may change from time to time. For the most up to date version, please contact the Guest Relations Team.
1. Definitions
1.1. ‘You’ or ‘The Guest’: refers to the booker and/or signatory of this document, who will bear the responsibilities, liabilities, and penalties for infringements of those responsibilities and liabilities, as outlined in this document. Both terms can be used interchangeably.
1.2. The ‘Unit’: the property which is being licenced for occupation from HeimHost Limited to The Guest.
1.3. ‘Other guests’: guests who are not You but are permitted by You to enter the Unit. This is regardless of their length of stay in the Unit.
1.4. ‘The Heim’: the trademarked trading name for HeimHost Limited. The terms ‘The Heim’ and ‘HeimHost Limited’ can be used interchangeably.
1.5. ‘Day’(s): The day begins and ends when the standard operating hours of The Heimbegin and end, as outlined in s.10.1.
1.5.1. ‘Working day’(s): The working day operates the same as s.1.5, however excludes weekends and public holidays.
2. Grant of Licence to Occupy
2.1. This agreement constitutes the granting of a licence to occupy the Unit, between Youand The Heim
2.2. The terms outlined in this agreement, are the conditions by which the licence is granted. Contravention of any of these terms, through act or omission may make You subject to penalties, including, but not limited to, Refusal of Service, as outlined in s.5, financial penalties as outlined across the document, termination of the licence at the sole discretion of The Heim and/or eviction, as outlined in s.10.
2.2.1. The Guest and/or other guests are forbidden to do anything which The Heim explicitly states they do not permit.
2.2.2. Contravention of s.2.2.1 may warrant The Heim, at their sole discretion, to issue an eviction, in accordance with s.10 and/or to issue financial penalties and/or compensation.
2.3. All financial penalties, and other payments and/or surcharges, stated in thisagreement, are inclusive of VAT, unless otherwise specified.
2.3.1. All financial penalties, compensation due to The Heim and/or other payments imposed on The Guest by The Heim will be collected in line with s.9.4.
2.3.2. Surcharges for optional extras and/or other services which The Guest has agreed to pay, may be made by The Guest in a manner that satisfies The Heim and is in accordance with s.4 of this agreement or it may be collected in line with s.9.4.
2.4. The Guest will not have the right of exclusive possession, nor the right to exclude others from the Unit including, the legal owner of the Unit, The Heim and their agents and/or persons instructed and permitted by the The Heim to enter the Unit.
2.4.1. Rights of Access are discussed further in s.8.10.
2.5. The length of the licence shall be determined and approved at the sole discretion of The Heim and may be extended or reduced where necessary.
2.5.1. The Heim reserves the right to deny requests to extend, or otherwise amend, the length of the licence to occupy the Unit.
3. Standard Policies and Optional Extras
3.1. Check-in/Check-Out Standard Policy
3.1.1. The Heim permits The Guest to check-in to the Unit no earlier than 15:00 on theagreed day of check-in, and The Guest must check-out/vacate the Unit by 11:00, on the agreed day of check-out.
3.1.1.1. Where a reservation has been made and agreed, less than 24 hours prior to 15:00 on the agreed check-in date, The Guest accepts, and does not hold The Heim liable if The Guest is unable to check-in until after 15:00.
3.1.1.2. A financial penalty of £1.00 per minute will be imposed on The Guest, if they fail to vacate the Unit by 11:00 on the day of check-out.
3.1.2. The Guest may request an early check-in, or a late check-out, by contacting The Heim.
3.1.2.1. Requests made in accordance with s.3.1.2, will only override the standard policy outlined in s.3.1.1, where The Heim has confirmed it to be the case in writing, and where conditions set by The Heim, such as additional payments, are satisfied by The Guest.
3.1.2.2. The Heim reserves the right to reject requests made in accordance with s.3.1.2, for any reason at their sole discretion.
3.2. Check-in and Check-Out Procedure
3.2.1. The Heim will provide The Guest with all the information and materials needed to check-in and check-out, in advance of The Guest’s agreed check-in time and date, subject to the completion of mandated verification steps, including, but not limited to, ID submission and deposit collection.
3.2.1.1. There may be costs for the disbursement of such materials, such as Out of Hours Key Collection, the costs for which will be communicated by an agent of The Heim.
3.2.1.2. The Heim retains ownership of any materials and information given to The Guestand is HeimHost Limited’s property. Damage and/or theft and/or loss of such property will be dealt with under s.9.
3.2.2. The Heim will offer support to assist You to check-in, within our Standard Operating Hours.
3.3. Check-in Preconditions
3.3.1. The Heim reserves the right to reject requests for reservations of the Unit, unilaterally cancel agreed reservations and/or refuse to release the information required for check-in, where the following pre-conditions are not met:
3.3.1.1. The Guest must be at least 18 years of age, on the day of the reservation commencing.
3.3.1.2. At The Heim’s request, The Guest must present valid, government issued identification through any means The Heim requires, which The Heim is satisfied genuinely belongs to The Guest
3.3.1.3. The Deposit Hold or Waiver (save as to when there is an exemption) as outlined in s.5, must be completed and fully authorised.
3.3.1.4. This agreement is signed by The Guest.
3.3.1.5. The Heim must be satisfied that the full agreed payment, or sufficient partial payment, has been made in line with s.4 for the reservation of the Unit.
3.3.2. Where the check-in preconditions are not met, The Heim is entitled to keep all monies paid for the reservation and deny The Guest the ability to check-in.
3.4. Extension of Reservations
3.4.1. The Guest may request an extension to their reservation, by contacting The Heim.
3.4.1.1. Requests made in accordance with s.3.4.1, will only override the existing agreed reservation period, where The Heim has confirmed it to be the case in writing, and where conditions set by The Heim, such as additional payments, are satisfied by The Guest.
3.4.1.2. The Heim reserves the right to reject requests made in accordance with s.3.4.1, for any reason at their sole discretion.
3.5. Sofa Bed Setup
3.5.1. Where, in accordance with s.8.3.4, payment has been made for extra guests that exceed the Unit Standard Capacity, a sofa bed set up will automatically be carried about for every two extra guests, the price of which is included in the fee paid for the extra guest(s).
3.5.2. Where the Unit includes a sofa bed and the sofa bed set up has not been automatically triggered per s.3.5.1., the sofa bed may only be setup by The Heim, their agents, or authorised third-party companies, upon request. This set up is subject to a surcharge of £52.50 + processing fees.
3.5.2.1. The Guest must request a sofa bed set-up by contacting The Heim, and satisfy conditions, such as payment, for the sofa bed set up to occur. This should be done in advance of The Guest’s stay.
3.5.2.2. Dependent on the time of the Sofa Bed Set Up request, in accordance with s.3.5.2.1, The Heim may be unable to, or unable to authorise another partyto, conduct a Sofa Bed Set up. This does not confer any liability on The Heim.
3.5.3. Where the Sofa Bed Set Up has not taken place, the Sofa Bed will not contribute to the Unit Guest Capacity, in line with s.8.3 and s.8.3.2 and may reduce the Unit’s guest capacity. This does not confer any liability of The Heim.
3.5.4. The Heim does not permit The Guest to conduct a Sofa Bed Set Up.
3.5.4.1. Damage caused by The Guest’s contravention of s.3.5.4, will be dealt with under s.9 of this agreement.
3.6. Standard of the Unit
3.6.1. The Heim will take every measure to ensure the Unit is at a high standard of cleanliness and all the amenities and facilities are in good working order, which accurately reflects the publicised condition of the Unit and amenities provided.
3.6.2. Where the Unit does not meet the standards of s.3.6.1, The Heim reserves the right to rectify this issue within 120 minutes of a report of such an issue being received, without penalty.
3.6.2.1. Where the report has been made outside of Standard Operating Hours, the report will be deemed to have been received upon the following commencement of the Standard Operating Hours.
4. Payments
4.1. All reservations and registration must be guaranteed with a valid major debit/credit card. The Heim accepts American Express, China UnionPay (CUP), Japan Credit Bureau (JCB), Mastercard, and Visa.
4.2. Pursuant to debit/credit card agreements, debit/credit cards are not valid unless signed.
4.3. The Heim does not accept any other form of payment, such as cash, cheques or foreign currency. Any payments attempted through any other methods will be refused.
4.4. The debit/credit card must be in the name of The Guest. Where it is not, the debit/credit card will be treated as if it belongs to The Guest.
4.4.1. The Heim reserves the right to reject payments from a debit/credit card that is not in the name of The Guest
4.5. Full payment for the reservation of the Unit must be made upon booking.
4.6. Where payments are handled by a Third Party, such as a different booking platform, Guests should seek clarity with them for the applicable payment terms.
5. Deposits
5.1. The rental of the Unit will be subject to The Guest’s successful completion of a £250.00 pre-authorisation Deposit Hold or a non-refundable Damage Waiver, the price of which varies at The Heim’s discretion.
5.1.1. Certain booking platforms, persons or properties may be exempt from the need to complete a Deposit Hold or Damage Waiver, at The Heim’s discretion.
5.1.2. You may not be offered the opportunity to complete a Damage Waiver instead of the Deposit Hold, at The Heim’s discretion, for reasons including but not limited to, the size of the Property or the time between making Your booking and the check-in.
5.2. The credit/debit card used for the Deposit must be registered to The Guest. Where it is not, The Heim reserves the right to treat the debit/credit card as if it were The Guest’s.
5.2.1. The Heim reserves the right to reject deposits from a debit/credit card that is not in the name of The Guest.
5.3. The Heim reserve the right to unilaterally collect this deposit and/or deduct from it, in the event of infringements of this agreement.
5.3.1. The amount of payment to be deducted and the process of deduction from the deposit is outlined in s.9
5.4. The Heim reserve the right to keep the debit/credit card on file and charge it for damages, where the damages have been discovered after the deposit has been released and/or where the £250.00 deposit hold is insufficient to cover the cost of rectifying infringements, in addition to the processes outlined in s.9.4.
5.4.1. The amount of payment deducted from the deposit and/or charged to the debit/credit card on file is outlined in s.9.
5.5. The Heim reserves the right to hold the deposit for up to 14 working days, in order to investigate discrepancies, as outlined in s.9.3.
5.6. Where no discrepancies have been found, and section 5.5 does not apply, The Heim will release the pre-authorisation hold on deposits within 72 hours, following check-out.
6. Right to Refuse Service
6.1. The Heim reserves the right to refuse service or accommodation to anyone for any reason(s), at their sole discretion.
6.1.1. These include, but are not limited to: refusal or failure to pay for accommodationsor the deposit; previous conduct at other property’s including behaviour after check-out such as issuing chargebacks, being under the influence of alcohol, drugs, or any other intoxicating substance; acting in a disorderly fashion; seeking to use the Unit for an unlawful purpose; seeking to bring into the Unitan unlawfully possessed firearm, an explosive, hazardous, or toxic substance, that is unlawful to possess and that may be dangerous to our colleagues and/or guest(s); destroys, damages, defaces, or threatens to harm the Unit, our colleagues, or guest(s); abuse of any kind towards The Heim, their staff, their agents and/or affiliated third parties and/or causes or permits persons to exceed the maximum allowable capacity of the Unit.
7. Cancellations and Displacements
7.1. The Heim will only refund payments for a reservation The Guest has subsequently cancelled in line with the cancellation policy:
7.1.1. Where the reservation is for 27 nights or less (inclusive) the Heim must be informed about cancellations no less than 5 nights prior to the agreed date of check-in, at which point none of the reservation may be cancelled, or otherwise amended.
7.1.2. Where the reservation is for 28 nights or more (inclusive)The Heim must be informed about cancellations no less than 28 nights prior to the agreed date of check-in by The Resident in writing, or no less than 28 nights prior to dates within the reservation that the Guest wishes to cancel, or otherwise amend.
7.1.3. Cancellation conditions and periods may vary, depending on the booking platform The Guest used to make their reservation, and advertised cancellation periods will take precedence over the default cancellation periods in s.7.1.1. and s.7.1.2.
7.2. Where The Heim cancels the reservation, due to a factor outside of The Guest’s control, The Guest will be entitled to a full refund.
7.2.1. The entitlement to a full refund allowed in s.7.2, will not be in place where the cancellation was due to The Guest’s breach of this agreement and/or where their breach necessitated a cancellation that led to loss of revenue.
7.3. The Heim reserves the right to amend Your reservation, at their sole discretion.
7.3.1. This may include, but is not limited to: changing the Unit associated with Your reservation, changing the dates of Your reservation or changing The Guest capacity of the Unit.
7.3.2. Compensation for changes to Your reservation, is at the discretion of The Heim.
7.3.3. Where The Heim amends a reservation at the request of The Guest, they may impose conditions on to The Guest, such as waiving their entitlement to cancel under s.7.1.
8. Code of Conduct
8.1. No Parties
8.1.1. The Heim does not permit You or Other guests to use the Unit for a party.
8.1.2. A party is referred to in the conventional sense, and regarded to be a congregation of persons, which exceeds The Guest capacity as outlined in 8.3, and/or exceeds acceptable noise levels as outlined in s.8.2.
8.1.3. Guests with reservations of 28 nights or more (inclusive) are exempt from this s.8.1, though this exemption does not exclude their adherence to s.8.2.6.
8.2. Noise Levels
8.2.1. The Heim operates industry accepted ‘Quiet Hours’ of 23:00 to 08:00.
8.2.2. Noise levels in the Unit will be monitored by The Heim through non-invasive decibel sensor technology.
8.2.3. Where noise levels are found to exceed either 85 decibels, or the decibel limit displayed in the Unit, for 10 minutes, The Guest will be issued with one warning, which must be addressed within 10 minutes. Where the noise level is still excessive a second warning will be issued, and You will have 10 minutes to address this.
8.2.4. Following a third warning being issued, and left unaddressed, The Heim’s Security Partner will automatically be deployed to the Property.
8.2.5. Where the warnings in s.8.2.3 are not addressed, The Heim may instruct theirSecurity Partner to visit the Property and give the Security Partner full discretion evict You and all other persons in the Unit, as outlined in s.10, or such a visit may happen automatically due to a prior agreement between The Heim and their Security Partner.
8.2.6. The Guest shall ensure that they do not cause a nuisance through excessive noise, otherwise The Heim may level penalties against The Guest, or even approve an eviction at their discretion.
8.2.7. Guests with reservations of 28 nights or more (inclusive) are exempt from s.8.2.1-8.2.5, however the benchmarks included in these sub-sections may be used to determine breaches of s.8.2.6.
8.3. Unit Standard and Maximum Guest Capacity
8.3.1. The Standard Guest Capacity of each unit is calculated by multiplying the numbers of beds, excluding sofa bed(s), in the unit by 2 persons.
8.3.2. The Maximum Guest Capacity of each unit is calculated by multiplying the numbers of beds, including sofa bed(s), in the unit by 2 persons.
8.3.2.1. The Heim does not permit for The Guest to exceed the Maximum Guest Capacity in the Unit, at any time.
8.3.3. An exception to s.8.3.1 and s.8.3.2 is where The Heim has clearly publicised a maximum guest capacity to the contrary.
8.3.4. You must pay a £75 surcharge per guest who is staying that exceeds the Standard Guest Capacity, outlined in s.8.3.1.
8.3.4.1. This will automatically trigger a sofa-bed setup to take place, without additional cost, for every 2 guests exceeding the Standard Guest Capacity.
8.3.4.2. Guests with reservations of 28 nights or more (inclusive) are exempt from s.8.3.2.1 and s.8.3.4.
8.4. Sleeping Arrangements
8.4.1. The Heim allows for a maximum of two guests to share a bed.
8.4.1.1. This includes sofa beds, only where a sofa-bed set up has been completed, as outlined in s.3.5
8.4.2. The Heim considers it reasonable and appropriate for up to two guests to share a bed. Where a bed may be unable to accommodate two guests, this will be reflected in the advertised maximum occupancy of the unit.
8.4.2.1. The Heim will not provide compensation, where guests are unwilling to share a bed, but the total number of guests in the property is equal to or lower than the Unit Guest Capacity per s.8.3.
8.5. Moving of Furniture
8.5.1. The Heim does not permit You to move any of the furniture, fixtures and/or fittings and/or any other items in the Unit, and does not permit You to remove anything from the Unit.
8.6. Decorations
8.6.1. The Heim does not permit You to use within the Unit, or within the communal areas, any confetti, nor do they permit You to use adhesives, tacks, pins, staples and/or any other means to affix decorations to the Unit, or the communal areas.
8.7. Visitors
8.7.1. Visitors are persons within the property whose presence has not been brought to the attention of The Heim.
8.7.2. The Heim does not permit any visitors to remain within The Unit after 23:00, without being informed prior.
8.7.3. The Heim does not permit any visitors to enter the Unit, where their presence in the Unit would exceed the Unit’s guest capacity, as outlined in s.8.3.
8.7.4. The Guest will be charged £75.00 per person per night, for any visitor(s) who are in the Unit after 23:00 and will be collected in line with s.9.4.
8.7.5. Visitors take on the same responsibilities and liabilities as Other Guests in s.1.3.
8.7.6. The Guest is responsible for the actions of their Visitor(s).
8.7.7. Guests with reservations of 28 nights or more (inclusive) are exempt from s.8.7.1 – 8.7.4.
8.8. Pet Policy
8.8.1. The Heim permits small pets in the Unit, subject to notification and the payment of a £25 surcharge per pet, payable in advance of The Guest’s stay at the Unit.
8.8.2. If You are unsure whether Your pet could be considered a ‘small pet’, Youmust contact The Heim for clarification who have absolute, sole discretion as to this designation.
8.8.3. The Heim does not permit any pet to be brought onto the Unit, where the pet’s breed is illegal to own, even where a certificate of exemption has been obtained.
8.8.4. Service animals are exempt from the surcharge outlined in s.8.8.1.
8.8.4.1. The Heim reserves the right to make the exemption of the surcharge, per s.8.8.4, conditional on satisfactory proof of the animal being a service animal.
8.8.5. The Guest bears full responsibility for the actions and welfare of their pet(s) and/or service animal(s).
8.8.6. Where The Guest is in contravention of s.8.8.1 by failing to satisfactorily notify The Heim and/or not paying the surcharge, The Guest will be liable to pay The Heim £50.00 per pet in compensation.
8.9. Communal Areas
8.9.1. The Guest must take every care and consideration to act appropriately in communal areas, in a way that does not cause disruption, nor nuisance.
8.9.2. Where The Heim finds You are in contravention of s.8.9.1., The Heim reserves the right instruct our security team to evict You and all other guests in the Unit, in accordance with s.10.
8.9.3. The Guest must not damage the communal areas. Damage to the communal areas will incur costs as outlined in s.9.
8.10. Access to the Unit
8.10.1. The Heim reserves the right to enter the Unit, or to direct their agents, and/or affiliated third-party companies, and/or law enforcement to enter the unit where reasonable and/or necessary.
8.10.1.1. Reasons to enter the Unit include, but are not limited to housekeeping, maintenance, inspections of the Unit, to prevent violation of our guest policies and Haus rules and/or to carry out an eviction.
8.10.2. The Heim, their agents or affiliated companies, will announce themselves before entering the Unit, except for where they find exigent circumstances to exist.
8.11. No Smoking or Objectionable Odours
8.11.1. The Heim does not permit The Guest to smoke and/or vape within the Unit or allow and/or cause the Unit to be exposed to unhealthy and/or objectionable odours.
8.11.1.1. Unhealthy and/or objectionable odours include those which The Heim, in their sole discretion, deems difficult to remove from the air, walls, carpets and/or furniture and/or is harmful to the health of a person.
8.11.2. Where The Guest acts in contravention of s.8.11.1, The Guest will be liable to pay The Heim compensation of £250.00 for a ‘Smoking Charge’.
8.12. Alcohol and Drugs Policy
8.12.1. The Heim does not permit the consumption of alcohol by The Guest or Other Guests under the age of 18 years old, within the Unit.
8.12.2. The Heim does not permit the consumption of alcohol by The Guest or Other Guests in the communal areas around the Unit.
8.12.3. The Heim does not permit The Guest or Other Guests to consume, bring or sell any drugs on the premises.
8.12.3.1. Where The Heim suspects the contravention of s.8.12.3, they may, at their sole discretion, contact law enforcement.
8.12.4. The Heim does not consider consumption of alcohol, or intoxication by any other means, to be a mitigation of the behaviour of The Guest, Other Guests or any other unauthorised persons.
8.13. Use of the Property
8.13.1. The Heim does not permit the Property to be used for anything other than accommodation, and the Property must not be used for any business or commercial purposes (this does not preclude businesses using the Property as accommodation), except where The Heim grants an exemption for business or commercial purposes to take place.
9. Damage and/or Theft Policy
9.1. Reporting of the Unit’s Condition
9.1.1. The Heim will inspect the Unit prior to The Guest’s check-in and maintain a detailed log of the condition of the Unit.
9.1.2. The Heim will also maintain an inventory of items that are within the Unitupon The Guest’s check-in.
9.1.3. The Guest agrees that the logs and inventory of the Unit, outlined in s.9.1.1 and 9.1.2 will serve as the standard, by which alleged damage to the Unitwill be compared.
9.2. Responsibility for damage and/or theft and/or loss of The Heim’s Property
9.2.1. The Guest is responsible for all damages and/or theft caused within the Unit and/or to communal areas and/or to other Units operated by The Heimand/or to the offices of The Heim and/or to staff, agents and/or other affiliated third parties of The Heim, outlined in s.8.9., during The Guest’s stay at the Unit or otherwise caused by The Guest. This is regardless of whether the damage and/or theft is caused deliberately, negligently, or through recklessness, through act or omission.
9.2.2. The Guest’s responsibility for damages and/or theft, outlined in s.9.2.1, extends to damage and/or theft caused by Other Guests, whether the damage was caused deliberately or negligently, through act or omission.
9.3. Investigation of damage and/or theft and/or loss of The Heims property
9.3.1. Where damage and/or theft of The Heim’s property is suspected to have occurred, The Heim, their agents, affiliated third parties and, where necessary, law enforcement, will investigate this.
9.3.2. Investigations will be led by the Head of Guest Relations at The Heim, or someone who is equivalent or superior to them. They possess the fullauthority to conduct investigations and to assign liability for damage and/or theft, and to determine the compensation due, in line with s.9.4.
9.3.2.1. The Head of Guest Relations, may, at their discretion, delegate the tasks associated with the investigation to other agents of The Heim and/or affiliated third parties and/or law enforcement, but still retains full responsibility over the investigation.
9.3.3. Where the investigation finds that the damage and/or theft has occurred due to the conduct of The Guest and/or Other Guests, The Guest will be liable to compensate The Heim as outlined in s.2.3. and s.9.4.
9.3.4. Throughout the investigation The Guest must cooperate, in good faith, to provide information to the investigation.
9.3.5. Where The Guest does not cooperate, or does not do so in good faith, The Heim may make The Guest liable for compensation for the damage, where their non-cooperation inhibits their ability to find the cause of the damage and/or theft or causes them to attribute the cause of the damage incorrectly and they may also be liable to compensate The Heim for any costs incurred during the investigation, determined at their sole discretion.
9.3.5.1. The Guest will be deemed to not cooperate, or to not done have so in good faith, as outlined in s.9.3.4, if, noting this is not an exhaustive list, they do not respond to requests for information pertaining to the investigation, their conduct inhibits and/or delays the investigationand/or if they are deceitful, dishonest and/or provide fraudulent evidence.
9.3.6. The Heim reserves the right to conduct investigations into damage and/or theft at any time.
9.3.7. The Heim will notify The Guest of an investigation and the outcome of an investigation and will respond to reasonable requests for evidence, insofar as the evidence is, objectively pertinent, accessible and does not cause The Heim to contravene their obligations towards Data Protection.
9.4. Payment of Compensation and Penalties and/or other payments imposed on The Guests due to The Heim.
9.4.1. The Heim reserves the sole discretion, to determine the appropriate amount of monies due for compensation, financial penalties and/or other paymentsand to impose on The Guest an obligation to satisfy this amount.
9.4.1.1. The appropriate amount of monies due, will reflect the losses incurred by The Heim for the damage and/or theft that has occurred, including the time spent to arrange for the rectification of the discrepancies.
9.4.2. The Heim reserve the right to deduct from the deposit and/or charge the debit/credit card(s) of The Guest in order to completely compensate The Heim for all costs incurred by The Heim to rectify any damage and/or theft from the Unit during The Guest’s stay, as determined per s.9.4.1.
9.4.2.1. The Heim will attempt to charge debit/credit card which The Guest secured the deposit with.
9.4.2.2. Where the debit/credit card that The Guest secured the deposit with is unable to satisfy the full monies due to The Heim, The Heim will attempt to charge the debit/credit card The Guest made the reservation payment with, in the instance where these are different debit/credit cards.
9.4.2.3. The Heim, at their discretion, may allow for payment to be made through other means, suggested by The Guest.
9.4.2.3.1. If The Guest is found liable to pay compensation for damage and/or theft of The Heim’s property, and The Guest has been unable to satisfy the full monies due to The Heim from the processes outlined in s. 9.4.2.1, 9.4.2.2 and/or 9.4.2.3 in a timely manner, The Heim reserves the right to pursue other means to retrieve the outstanding monies due, including, but not limited to, litigation and/or enlisting debt collection agents and The Guest will be liable for all costs associated with these processes, in addition to the compensation due for damage and/or theft.
9.4.3. After 14 days of failure to satisfy the outstanding compensation, penaltiesand/or other payments due to The Heim, the amount of monies outstanding will accrue interest of 3% above the Bank of England base interest rate.
9.5. Conduct short of damage and/or theft of The Heim’s property.
9.5.1. Leaving the Unit in a state of disrepair and/or in complete disorder and/or with excessive waste in a manner beyond what is typical for the Housekeeping team to be presented with and/or which requires the Housekeeping team an amount of time significantly greater than is typical to clean the Unit and/or requires the Housekeeping team to use specialist equipment that is not typically used to clean the unit and/or The Guesthas been unwell in accordance with s.11.2. and in the interests of safety The Heim must ensure a deep clean.
9.5.1.1. Where The Heim finds that Your conduct was in line with s.9.5.1, You will be liable to compensate The Heim through payment of £250.00, as a ‘Deep Cleaning Fee’.
9.5.1.2. Additional compensation to The Heim may be required, in addition s.9.5.1.1, where additional damage and/or theft is found to The Heim’s property, or where monies were spent by The Heim, their agents, or affiliated third parties beyond what is typical for the cleaning of the Unit and/or where the replacement of items was necessary.
9.5.2. Leaving the Unit with items that are prohibited by law and/or requires specialist disposal, including but not limited to: drugs, illegal/illicit substances, paraphernalia related to illegal/illicit substances, gas canisters, hazardous material, or items which are too large and/or heavy for The Heim to dispose of.
9.5.2.1. Where The Heim finds that Your conduct was in line with s.9.5.2, You will be liable to compensate The Heim through payment of £250.00 for a ‘Hazardous Disposal Charge’.
9.5.2.2. Additional compensation to The Heim, in addition to s.9.5.2.1, may be required where additional damage and/or theft is found to The Heim’s property, or where monies were spent by The Heim, their agents, or affiliated third-parties for the disposal of items.
9.5.3. Leaving the Unit with items stained, and/or in need of special cleaning, repair and/or replacement. Such items include, but are not limited to, all surfaces, upholstery, bedding, other linens, bathroom materials and/or other products/amenities within the Unit.
9.5.3.1. Where The Heim finds that Your conduct was in line with s.9.5.3, You will be liable to compensate The Heim for the full cost of the special cleaning, repair and/or replacement of the items affected. This will be calculated and collected in accordance with s.9.4.
9.5.4. Losing keys and/or fobs to the Unit, which were provided by The Heim for access to the Unit. This includes depriving The Heim of possession of the keys/fobs, whether deliberately or negligently.
9.5.4.1. Where The Heim finds that Your conduct was in line with s.9.5.4, You will be liable to compensate The Heim through the payment of £75 per key or fobfor a ‘Lost Keys’ charge, in addition to any other costs incurred by The Heim including, but not limited to, lost revenue, labour costs and miscellaneous operational costs.
9.5.4.1.1. An exception to s.9.5.4 and 9.5.4.1 may occur, at the sole discretion of The Heim, where the keys are returned to The Heim in a timely manner.
9.5.5. Allowing and/or causing an infestation to enter and/or spread in the Unit.
9.5.5.1. Where The Heim finds that Your conduct was in line with s.9.5.5, You will be liable to compensate The Heim for the full cost incurred in order to rectify the infestation, including, but not limited to immediate and urgent response, damage to The Heim’s property, the need to replace property and/or loss of revenue. This will be calculated and collected in accordance with s.9.4.
9.5.6. Being abusive in any way to The Heim, their staff, agents and/or their affiliated third-party companies, including their staff and/or agents.
9.5.6.1. Where The Heim finds that Your conduct was in line with s.9.5.6, You will be liable to compensate The Heim £250.00.
9.5.6.2. Conduct in line with s.9.5.6. warrants The Heim to issue an eviction at their sole discretion, in line with s.10.
9.5.7. Suspicions of conduct short of damage and/or theft of The Heim’s Property, will still initiate the processes outlined in s. 9.1 – 9.4 inclusive.
10. Evictions
10.1. The Heim reserves the right to instruct their affiliated security team and/or law enforcement to conduct an eviction of The Guest and/or Other Guests and/or other person(s) within the Unit for any of the following reasons, at their sole discretion, where The Guest and/or Other Guests and/or other person(s) within the Unit, where a contravention of any of the terms in this agreement is reasonably believed to have been committed, in line with s.2.2.2., and/or where the acts and/or omissions of The Guest and/or Other Guests have led to the satisfaction of conditions that have been explicitly stated across this document to lead to eviction.
10.2. In addition to the reasons in s.10.1, The Heim may instruct an eviction to take place where:
10.2.1. The acts, omissions or presence of The Guest and/or Other Guests and/or other persons, would contravene the legal and/or equitable obligationsand/or other obligations that exist between the legal owner of the Unit and any other person(s), including, but not limited to, the Freeholder, the Local Authority and/or other parties with interests in the Unit.
10.2.2. Where The Heim has reserved the right in this agreement to request The Guest and/or Other Guests to vacate the unit, however they fail to do so and/or fail to do so in a timely manner and/or reject the request.
10.3. In the event of The Heim instructing an eviction, The Guest will be liable to pay £250.00 in compensation to The Heim for an ‘Eviction Charge’, in addition to other costs incurred throughout the eviction process, including additional charges for damage caused by any party during the eviction process.
10.4. If The Guest has been evicted prior to the agreed check-out date for the reservation of the Unit, The Guest will not receive a refund.
10.5. The Heim’s Security Partner, upon attendance to the property in response to a reasonable belief of a contravention of the terms of this agreement, may, at their sole discretion, decide to institute a Welfare Check, as opposed to an eviction. This will incur a compensation payment of £85.00, upon The Guest.
10.5.1. Where The Heim’s Security Partner later must reattend the property due to the Action Plan not being followed and/or further contraventions of this Agreement are taking place The Guest will be liable for any further costs associated with this.
11. General Safety, Fire Safety and Security Policies
11.1. Monitoring of the Unit for Safety and Security
11.1.1. The Heim has installed cameras, which records audio and video outside the Unit, in order to monitor the Unit for the purposes of safety and security.
11.1.2. Inside the Unit The Heim have installed non-invasive decibel sensor technology, which records the level of sound within the Unit, but does not record audio or video.
11.1.3. The Heim reserves the right to evict The Guest and/or claim compensation from The Guest in line with s.9, if they damage, tamper with, or interfere with the monitoring equipment, outlined in s.11.1.1 and s.11.1.2, in any way.
11.1.4. Upon discovery of such interference, The Heim may, at their sole discretion, carry out an eviction and/or issue a penalty of £250.00.
11.2. Illness and Epidemics
11.2.1. The Heim reserves the right to refuse accommodation to anyone who has any illness.
11.2.2. The Guest is obligated to inform The Heim where sickness occurs during The Guest’s stay at the Unit.
11.2.2.1. Where The Heim is informed of, and has suspicions of, sickness during The Guest’s stay at the Unit, The Heim, at their sole discretion, reserves the right to make continued stay at the Unit conditional on appropriate healthcare being obtained and/or require payment of a ‘Deep Cleaning Fee’ in line with s.9.5.1.1 and/or request for The Guestto vacate the Unit.
11.3. Fire Safety
11.3.1. The Heim has installed smoke and heat detectors, fire extinguishers and blankets, fire safety information and emergency evacuation plans in the Unit for the protection of the Unit against a fire and for the benefit of The Guest and Other Guests, in the event of a fire.
11.3.2. For the purposes of Fire Safety, The Heim does not permit The Guest and/or Other Guests, to cover electrical appliances.
11.3.2.1. An exception to s.11.2.2. is the covering of radiators in the Bathroom, with The Heim does permit.
11.3.3. The Heim does not permit The Guest to light any candles, or cause there to be any open flames within the Unit at any time.
11.3.4. The Heim reserves the right to The Guest and/or claim compensation from The Guest in line with s.10, if they damage, tamper with, or interfere with the fire safety equipment installed by The Heim, outlined in s.11.3.1 or other fire safety equipment in the building the Unit is housed in any way.
11.3.5. The Heim does not permit The Guest to trigger the fire alarm, unless there is a fire and/or imminent threat of fire and/or other just cause, which satisfies The Heim.
11.3.5.1. Contravention of s.11.3.5 will cause The Guest to be liable to pay The Heim£250.00 in compensation, in addition to any other costs incurred by The Heim.
11.3.5.2. Where s.11.3.5 has been contravened, The Heim reserves the right to contact legal authorities and/or pursue prosecution in line with the Fire and Rescue Act 2004.
12. Complaints and Requests for Refunds
12.1. Should You wish to submit a complaint and/or a request for a refund, You must fill out our complaints form detailing this, reasoning for this and/or evidence of the reasoning. This can be found at the following link: Complaints Policy
12.1.1. Should You require assistance with the form, or require reasonable adjustments please contact: complaints@the-heim.co.uk
12.2. This will then be dealt with through our internal complaints procedure which operates as follows:
12.2.1. Starting from, and exclusive of, the working day of receipt, the Head of Guest Relations will have 30 days to investigate Your complaint and/or request for a refund and respond with a remedy.
12.2.2. Where You are unsatisfied by the remedy proposed by the Head of Guest Relations, in line with s.12.2.1, You may appeal the decision through a request in writing to do so.
12.2.3. From the working day of receipt of a request for an appeal, excluding the day it was received, a member of the Senior Leadership Team will have up to 30 days to review the investigation of the Head of Guest Relations, their remedy and to initiate any other investigations they deem appropriate, before responding with their remedy, whether this be different to or the same as the Head of Guest Relations’s remedy.
12.2.4. The Senior Leadership Team member’s decision regarding Your complaint and/or request for a refund is final.
12.3. Any complaints and/or requests for refund(s), must be received in writing by The Heim no later than 10 working days following the end of the reservation, which the complaint and/or request for refund(s) relates to.
12.3.1. Any complaints and/or requests for refund(s) that The Heim is notified of more than 10 working days following the end of the reservation, which the complaint and/or request for refund(s) relates to will not be considered.
12.4. Throughout the investigation The Guest must cooperate, in good faith, to provide information to the investigation and the complaint must be issued in good faith.
12.4.1. Where The Guest does not cooperate, or does not do so in good faith, The Heim may make The Guest liable for compensation for expenses incurred, including, but not limited to, the time spent dealing with the complaint.
12.4.2. The Guest will be deemed to not cooperate, or to not have done so in good faith, as outlined in s.12.4.1, if, noting this is not an exhaustive list, they do not respond to requests for information pertaining to the investigation, their conduct inhibits and/or delays the investigation and/or if they are deceitful, dishonest and/or provide fraudulent evidence.
12.5. The Heim strongly encourages You to report issues, or complaints, as soon as you become aware of any discrepancies, for the benefit of You and The Guest.
12.6. As outlined in s.13.7.3, HeimHost Limited is a member of the Property Redress Scheme through which The Guest may pursue recourse through.
13. Miscellaneous
13.1. Standard Operating Hours
13.2. The Heim does operate on Bank Holidays and Public Holidays, but the Standard Operating Hours outlined in s.13.2.1 are subject to change.
13.2.1. The Heim operates the following Standard Operating Hours:
Monday: 09:00 – 20:00
Tuesday: 09:00 – 20:00
Wednesday: 09:00 – 20:00
Thursday: 09:00 – 20:00
Friday: 09:00 – 22:00
Saturday: 09:00 – 20:00
Sunday: 09:00 – 20:00
13.3. Lost Property
13.3.1. With the exception of perishable goods, The Heim will collect, log and store items found in the Unit for up to 14 days.
13.3.2. The Guest will be informed of items left in the Unit, if The Heim finds them and attributes their ownership to The Guest.
13.3.3. The Guest will incur a minimum £15 surcharge, payable to The Heim, for the handling and return of their items.
13.3.3.1. The surcharge outlined in s.13.2.3, may vary depending on the size of the item(s), quantity of items and postal costs.
13.4. Jurisdiction and Enforcement
13.4.1. This document is a legally binding agreement between The Guest and HeimHost Limited.
13.4.2. This document is enforceable by the judiciary of England and Wales and will be governed by the laws of England and Wales.
13.4.3. Where the judiciary of England and Wales strikes down any clause(s) in this agreement, all other clauses will remain the same and be in force.
13.4.4. This agreement does not affect the Guest’s statutory rights.
13.4.4.1. Where The Guest finds that their statutory rights may be affected by this agreement, The Heim encourages The Guest to notify them of this, so this can be addressed.
13.4.5. The payments made for the reservation of the Unit will constitute the consideration for the enforcement of this agreement.
13.5. Changes to this agreement
13.5.1. Changes to this agreement are only valid and override the original agreement, where they are made with the mutual consent of The Guestand HeimHost Limited AND the consent to the change and the details of the change is made in writing.
13.5.1.1. Changes to the agreement that are conveyed orally, or in any other means except for in writing, are not valid.
13.5.2. Changes to this agreement, only affect the clause(s) with which the change is made in respect to, and all other clauses will remain the same.
13.5.3. Where a change and/or an additional agreement is made in writing with mutual consent, but it is not said which clauses will be changed by this agreement, it will be the case that the clauses which would otherwise contradict with the new change/agreement will be overridden.
13.6. Severance Clause
13.6.1. This agreement may be terminated at the mutual consent of The Guest and HeimHost Limited, expressed in writing.
13.7. Compliance
13.7.1. HeimHost Limited is registered on Companies House under number:13571468
13.7.2. HeimHost Limited is VAT registered. The VAT number for HeimHost Limited is: GB 390 105718
13.7.3. HeimHost Limited is registered with the Property Redress Scheme under membership number: PRS035465.
13.7.4. The registered office address of HeimHost Limited is: Jacksonheim Property Group Hq, 4 Naval Street, Manchester, England, M4 6EW.
13.7.5. The Units of HeimHost Limited may be managed under HeimhostTM or The Heim.
13.7.5.1. Heimhost is a Trademarked and protected term.