These terms apply to every stay booked directly with Gutu Luxe by Hotel Tawanda (“we”, “us”), whether online, by phone or by email. Please read them before you book. By confirming a booking you agree to them on behalf of everyone in your party.

If you booked through Airbnb, Booking.com or another platform, that platform’s terms and cancellation policy apply instead, together with our house rules.

Instant booking. Some leisure stays can be booked and paid for straight away. Your dates are held for 35 minutes while you complete payment. If payment isn’t completed in that time, the dates are released.

Request to book. Business, contractor, relocation, insurance and longer stays are sent to us as a request. We’ll review it and reply, usually within one working day. If we accept, we’ll email you a secure payment link and hold the dates for 72 hours. If payment isn’t received in that time, the dates may be released.

Your booking is confirmed only when we email you a confirmation with your booking reference.

All prices are in pounds sterling. The price shown at checkout is the full price for your stay, including any discounts and any charge for extra guests. We don’t charge a cleaning fee.

Card payments are processed securely by Stripe. We never see or store your full card details. For some stays we take a deposit when you book and the balance before arrival. Where this applies, the amount and due date are shown at checkout and in your confirmation. If the balance isn’t paid by the due date, we may cancel the booking under the cancellation policy for your stay.

Business and long-stay guests can ask us about paying by invoice or bank transfer.

For some properties we may ask for a refundable security deposit before check-in. Where this applies, the amount is shown before you book. We return it after check-out, less the reasonable cost of any damage, missing items or extra cleaning beyond normal use. We’ll explain any deduction.

Each property has one of the cancellation policies below. The policy for your stay is shown at checkout and in your confirmation. Refunds are worked out on the amount you have paid, counted from the date we receive your cancellation.

Flexible

Full refund if you cancel at least 1 day before the check-in date. No refund after that.

Moderate

Full refund if you cancel at least 5 days before the check-in date. No refund after that.

Strict

50% refund if you cancel at least 14 days before the check-in date. No refund after that.

You can cancel using the link in your confirmation email, or call us on 07496 398181 or email gutuluxestay@gmail.com. Refunds go back to the card you paid with and normally arrive within 5 to 10 working days. If you leave early, the nights you don’t use aren’t refunded. We strongly recommend travel insurance.

If you’d like to change your dates, property or number of guests, please contact us. We’ll do our best to help, depending on availability. A change may alter the price, and any difference will be charged or refunded.

We will rarely need to cancel. If a property becomes unavailable for a reason outside our control, such as serious damage or a utility failure, we’ll tell you as soon as possible. We’ll offer you a comparable property where we can, or a full refund of everything you have paid.

The person who books must be 18 or over and will be responsible for everyone in the party. The number of guests must not exceed the number shown for the property, and only the guests named on the booking may stay overnight. We may ask for photo ID before check-in. We may refuse or end a stay if a booking was made with false details or the property is overcrowded. No refund is due in that case.

Check-out is by 11am. Check-in times are shown on each property page, and both times are in your confirmation. We’ll send arrival instructions before your stay. Early check-in and late check-out may be possible on request, subject to availability, and may be charged. Please leave the property by the check-out time so it can be prepared for the next guests.

• No smoking or vaping inside any property.
• No parties or events, and please keep noise down, especially between 10pm and 8am.
• Pets only by prior agreement with us.
• Please treat the property, its contents and our neighbours with respect.
• Please follow any extra house rules shown for the property.

If house rules are seriously broken, we may end the stay without a refund.

Please tell us straight away about any damage, breakage or problem with the property, however small, so we can put it right. You are responsible for loss or damage caused by you or your party beyond normal wear and tear. We may recover the reasonable cost from the security deposit or the card used to book, and we’ll explain any charge.

All stays, including long ones, are serviced accommodation provided under a licence to occupy. They don’t create a tenancy. For corporate, contractor, relocation and insurance bookings, we may agree separate written terms with you or your company, which will apply alongside these terms.

We take care to make sure each property is clean, safe and as described. We aren’t responsible for loss of or damage to personal belongings, or for disruption outside our reasonable control, unless it’s caused by our negligence. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or affects your legal rights as a consumer.

We use the details you give us to manage your booking, take payment, contact you about your stay and meet our legal obligations. We don’t sell your information. Guest details are never shared through our calendar connections with other booking platforms.

If something isn’t right during your stay, please tell us straight away so we can fix it. For any other question or complaint, call us on 07496 398181 or email gutuluxestay@gmail.com. These terms are governed by the law of England and Wales.