Guest terms

Last reviewed: September 2026

1. Who we are

These terms apply to any stay booked through Havanex. We are HAVANEX LTD, a company registered in England and Wales (company number 16947754), acting as the managing agent for the property owner. By completing a booking you agree to these terms, alongside the specific rate, cancellation policy and house rules shown for that property at the time of booking.

2. How a booking works

Availability, dates and pricing are checked and the booking itself is completed on our booking partner’s secure platform, Guesty. You’ll receive a booking confirmation by email once payment is processed. Havanex manages the property and the guest relationship on the owner’s behalf; the booking contract is between you and the property owner, with Havanex acting as manager.

3. Payment

The total price shown at checkout — including any cleaning fee or additional charges for the property — is payable to confirm your booking, unless the listing states a different payment schedule (e.g. a deposit followed by a balance before arrival). Payments are processed securely by our booking partner; Havanex does not see or store your card details.

4. Cancellations & changes

Cancellation policies vary by property and are shown clearly on the listing and at checkout before you pay — please check this before booking, since it governs any refund you’re entitled to. To request a cancellation, date change or early departure, contact us at info@havanex.com as soon as possible; we’ll confirm what applies under the policy for your booking.

5. Check-in & check-out

Check-in and check-out times, along with access instructions, are sent to you directly ahead of arrival. If you need an earlier check-in or later check-out, ask us in advance — we’ll accommodate this where we can, subject to the property’s turnaround schedule.

6. House rules & guest conduct

Please treat the property, its contents and the surrounding neighbourhood with care and respect. Unless a property’s listing says otherwise: no parties or events, no smoking indoors, no exceeding the stated maximum occupancy, and pets only where the listing explicitly allows them. Any property-specific rules shown on the listing form part of your booking agreement.

7. Damage

You’re responsible for any damage caused to the property or its contents during your stay beyond normal wear and tear. Where a security deposit or pre-authorisation applies to a property, this is shown at the time of booking. We’ll always contact you first if an issue is identified before making any deduction or charge.

8. Our responsibility to you

We take reasonable care to make sure each property is presented and maintained to the standard shown in its listing. We’re not liable for matters outside our reasonable control (for example, utility outages, severe weather, or third-party service failures), but we’ll always work with you to resolve a genuine problem with your stay as quickly as possible.

9. Complaints

If something isn’t right during your stay, please tell us straight away at info@havanex.com so we can put it right while you’re still there wherever possible. For any complaint after your stay, email us with your booking reference and we’ll respond as quickly as we can.

10. Governing law

These terms are governed by the law of England and Wales. We may update these terms from time to time; the version shown here at the time of your booking applies to your stay.