Terms and Conditions

Who are we. We are House of Luchini Ltd a company registered in England and Wales. Our company registration number is 13145043 and our registered office is at 55 Highsett, Cambridge, England, CB2 1NZ

How to contact us. You can contact us by email at bookings@houseofluchini.host or by calling us on +44 1223 827900 during our office hours.

How we may contact you. If we need to contact you, we will do so by telephone or by emailing you at the email address you provided to us when you made your booking.

“Writing” includes emails.  When we use the words “writing” or “written” in these T&Cs, this includes emails.

How to provide feedback. We wish to continually improve our service and therefore value your feedback. Please email us at bookings@houseofluchini.host with comments on your stay.

You will need to sign the T&Cs.  Prior to booking, you are asked to agree to and sign our T&Cs. 

What will happen if you don’t provide the required information.It remains your responsibility to provide accurate information for all your party, including their full names and whether they are adults or minors. If you give us incomplete or incorrect information or fail to provide the information within a reasonable time of us asking for it, this may result in us cancelling your booking.

One of your party must be over 21. A booking must include at least one adult who is over the age of 21.

You may not transfer your booking to someone else. Once the booking is confirmed you may not assign or transfer the booking in whole or in part to any third party.

You will need to provide us with your identification documents. Proof of identification of all adult guests, showing date of birth and home address are required before you can check in to the property. Failure to present the appropriate identification when requested may result in us cancelling the booking.

You should ensure you have appropriate travel insurance cover. All travel arrangements for you and your party remain your responsibility and we strongly advise you ensure that you have appropriate travel and personal insurance cover.

Rates and availability may be subject to change.    Quotes for accommodation or any other service provided by us will remain valid only on the day they are provided, unless otherwise stated, and are subject to availability.

All bookings require a temporary hold of pre-authorisation before access to the property will be given.    The rate is dependent on the property you have booked. The pre-authorisation hold will be placed a day prior to check–out on the card you used to pay for the reservation in case of any damage or missing items (or any other card you will provide us with. It is your responsibility to ensure that the Authorisation Hold is secured by House of Luchini at least 24hrs before check-in). If no damage or missing items is reported by our clean team, then the pre- authorisation hold will be released after 3 days of check out.

When we will release the security deposit.   If no abnormal or excessive issues are reported by our clean team within 48 hours of your check out, the authorisation hold will be released, and no charge will be made. Please be advised that depending on your bank, it may take up to 7 working days from the moment the hold is released for this to reflect on your card.

When we will charge the card.  Your card will only be charged if the property or any of its contents have been damaged or anything is missing, up to a limit equivalent to the deposit of the property booked. This will happen within 7 days from your check out day. In addition, there will be a charge for any supplementary cleaning if the property has been left in a dirty and/or messy condition. We reserve the right to charge for fees for the additional cost to bring the property back to its original state as you found it on your arrival.

Our rates. All prices quoted are in Great British Pounds and are inclusive of VAT. We are not responsible for any fees incurred due to currency exchange rates or fees charged by your bank or credit card provider for processing funds outside of your local currency.

Our right to make changes. We reserve the right to change rates at any time although rates charged will not be changed once a booking is confirmed except where changes to that confirmed booking have been made by you.

Our payment terms. Full payment will be taken at the time of the booking. We accept most major credit and debit cards.

Your right to make changes after the booking is confirmed. Confirmation of your booking will be emailed to you. Please check the details of your confirmation as soon as you receive it and retain a copy for your reference. Should any of the details be incorrect please contact us immediately and we will endeavour to rectify any inaccuracies straight away. Although we will attempt to accommodate any amendments you wish to make to your booking, we cannot accept liability for any inaccuracies in information supplied by you or any inaccuracies not brought to our attention within 24 hours of confirmation.

Making amendments to your booking. Should you require an amendment to your booking (such as a change of dates or accommodation booked) we will endeavour to accommodate your request but can offer no guarantee of being able to do so.  An amended booking summary will be emailed to you once the amendment has been fully paid for.  Furthermore, we do not accept any liability for any damage, loss, or additional expense incurred by you as a result of any such amendment. 

Significant changes may be subject to additional charges. Amendments you wish to make to your booking may also be subject to the cancellation terms (see below) and may, therefore, incur a cancellation fee.

Requests to extend your stay. Should you request to extend your stay, we will again endeavour to meet such a request but can offer no guarantee of doing so. All requests for extensions must be received by email or telephone. We would appreciate as much notice as possible to grant a request for an extension to your stay and minimise the risk of another guest booking the property.

Fees we charge to make amendments. We reserve the right to charge an administration fee of £20 for the amendment of a booking.

Where we need make amendments to your booking. In the unlikely event that we are unable to accommodate a confirmed booking it may be necessary to offer an alternative property of an equal standard. If at any time we need to make changes that will significantly affect your stay or we need to cancel your stay, we will notify you as soon as possible, offering an alternative or full refund, subject to the cancellation or alteration to your booking being within our reasonable control.

How to cancel your booking. All full or part cancellations of a confirmed booking must be made by email.  We do not accept responsibility for delayed or misdirected emails. Please note that a confirmed booking will only be deemed cancelled once you receive confirmation from us that we have received your cancellation request. Where a request is sent outside of business hours it is deemed to have been received by us on the next working day.

Cancellations are subject to the following.      

For direct bookings of less than 30 nights, where you have notified us of your request to cancel and we have confirmed receipt of your request, the following rules will apply:

• 100% refund for cancellations up to 14 days before arrival
• No refund after that.
• Where you do not turn up and no notice has been given by you, no refund will be given

For direct bookings of 30 nights or more, where you have notified us of your request to cancel and we have confirmed receipt of your request, the following rules will apply:

• 100% refund within 14 days after booking confirmation and at least 30 days prior to check in date. After that, the first 30 days of the stay are non-refundable.

For direct bookings made under the Non-Refundable Rate plan, no refund for any cancellations made after the reservation.

Processing your refund. If we agree to refund all or part of your booking, we will notify you and will process the refund within 7 working days.

How we will refund you. We will refund you by the same method you used for payment. However, we may make deductions from the refund amount, as set out in these T&Cs.

When can you check in. Our properties are available for occupation from 16:00 on the day of arrival, although this may be flexible with prior notice. All our properties are self-check in and details on how to gain access to the property will be emailed to you 24 hours prior to your check in date.

When do you need to check out. The property must be vacated by 10:00 in the morning of your departure, unless otherwise agreed with us beforehand.  Failure to check out by this deadline may result in us charging an additional day. Checking out details, including returning keys if applicable, will be emailed to you 24 hours prior to your check out day.

Leaving the property as you found it. You are responsible for leaving the property, clean and tidy at the end of the stay. Failure to do so may incur additional charges. On the day of your departure should we deem the property unfit to re-occupy, you will be liable and will be charged compensation for the loss of revenue to the property owner and, if applicable, the costs of any replacements, repair and cleaning necessary. In such cases we will provide a full breakdown of damages and related costs.

Reporting damage. Except for normal wear and tear, you remain responsible for any damage to the property or its contents during your stay which has occurred due to wilful default, irresponsible behaviour or negligence. Such damage must be reported to us as soon as possible and may incur retention of your security deposit or additional charges.

Returning the keys. Any keys not returned to the lockbox on departure will incur a charge to you depending on the property you are staying in. Keys and fobs that are misplaced, missing or damaged during your stay must be replaced and will therefore incur a charge. In addition, a call-out fee of £80 s charged where we are required to visit the Property.

Emergency number. If you require emergency assistance during your stay outside of office hours (9am –8pm UK time), we can be contacted on +44 7453448290. A call-out fee of £80 may also be charged in the event of unwarranted use of the emergency number.

What we include as part of our service. Unless otherwise specified the rate quoted includes a final clean of the property after checkout, heating, electricity, gas, water, internet connection, and digital television. Although we endeavour to provide the very best of service to you, we cannot be held responsible for any failure or interruption of services to the building, including electricity, water, telephone, internet connections, disruption or noise caused as a result of factors that we cannot control, including repair works being carried out nearby.

No rights of tenancy are created. All our properties are occupied as serviced accommodation and therefore no rights of tenancy are created by you or by these T&Cs. Furthermore, only those persons booked to stay in the property may stay in it and the number of guests is restricted to the number of beds provided.  Under no circumstances may you exceed the maximum occupancy.

Our right to access the property. A member of our team or our authorised agents may at any time access the property for the purpose of inspection, servicing, maintenance or repair.

Properties may vary slightly from their pictures or descriptions. Properties are individual and vary in size. Exact furnishings cannot be guaranteed and may vary from images on our website.

We have a strict no smoking policy. For the enjoyment of all our guests we operate a strict no smoking policy within all our properties and communal areas. Any contravention of this will incur a deep cleaning fee of £1,000 which represents the cost to us of taking remedial action.

Not all properties allow for pets. Pets of any kind regrettably are not allowed in most of our properties. Information relating to pets may be found on the property description on our website or contact us for further details.

Please be considerate of neighbouring residents. The property you are staying in is to be used for residential purposes only. Activities that increase the normal flow of people to and from the property or disturb neighbouring residents is disallowed. This is considered a fundamental breach of contract and you and your party will be asked to vacate the property immediately with no recompense for the remaining stay nor will we be liable for any costs incurred by you as a result of this action.

What we expect of you. You shall not behave in any way that may jeopardise any part of the insurance held pertaining to the property or its contents. You shall not use the premises for any illegal or immoral purposes. Any such activities will be reported to the responsible authorities. You agree to use any available internet / broadband responsibly and not for illegal purposes.

We endeavour to give as accurate information as possible. We will not be liable for any inadvertent inaccuracies, errors or omissions in any information given by our staff or any of our contractors.   All such information is given in good faith and every reasonable effort is made to ensure its accuracy.

We are not responsible for damage to your personal belongings. We will not be liable for any theft, loss and/or damage to your personal belongings during your stay in the property. You are advised that the safety of your personal property during your stay, including but not limited to, any requirements for passports, any travel arrangements, requirements pertaining to health issues and any financial requirements of you and your party, remain the responsibility of you and your party and you should therefore ensure that you have appropriate travel and personal insurance cover.

We are not responsible in the event of the something unprecedented. We will not be liable for any delay, loss, damage, or expenses incurred in amending or cancelling your booking or our failure or delay in performance of our obligations due directly or indirectly to circumstances beyond our reasonable control. These circumstances shall include, but not be limited to, events such as an act of God, pandemic, war, civil strife, acts of terrorism, labour disputes, natural or man-made disaster, fire flood, and adverse weather conditions.

We are not responsible for the acts or omissions of others. We will not be liable for actions or omissions of property owners or of any other third party.

We do not exclude or limit our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to your booking.

Where you are booking the stay for business purposes and/or this Agreement is formed with a company the following terms apply. You shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with your, or your business’, breach or negligent performance or non-performance of these T&Cs. 

Our total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to us under your booking.

Our right to make changes. We reserve the right to change these T&Cs from time to time.

Our right to accept bookings. We reserve the right to refuse any booking at our sole discretion.

If you are in breach of these T&Cs. Should you or any of your party be in breach of any of these conditions, we reserve the right to request that you and your party vacate the property with immediate effect.

Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person to end the contract or make any changes to these terms.

If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in fill force and effect.

Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these T&Cs, or if we delay in taking steps against you, in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us from taking steps against you at a later date.

Which laws apply to this contract and where you may bring legal proceedings. These T&Cs are governed by English law and you can bring legal proceedings in the English courts.

Your privacy is our priority. We attribute high priority to your privacy and every effort is made to ensure information about you is accurate and secure.  We follow a data protection policy and only that information about you which is necessary is collected to process your booking.  This information is not shared with outside parties except where it is essential to process your booking.  Your information is used by us to improve our website, customer service and provide statistical data for marketing purposes.  We will only use your personal information as set out in our Privacy Policy.