Damage and Theft Policy
Last Updated: June 2026
This Damage and Theft Policy forms part of the Booking Terms and Conditions of RSAAS Lets Ltd trading as Fiveway Apartments (“Fiveway Apartments”, “we”, “us”, or “our”).
The purpose of this policy is to protect both guests and Fiveway Apartments by establishing a fair, transparent process for addressing property damage, theft, excessive cleaning requirements, and other losses arising during a guest’s stay.
1. Guest Responsibility
Guests are expected to exercise reasonable care and respect for:
The accommodation;
Fixtures and fittings;
Furniture;
Appliances;
Equipment;
Linens and towels;
Decorative items;
Communal areas; and
Any other property belonging to Fiveway Apartments.
The Lead Guest accepts responsibility for the conduct of all persons included within the booking and any authorised visitors.
2. Security Deposit
Fiveway Apartments may require a refundable security deposit before arrival.
Where applicable:
The amount of the deposit will be disclosed before booking confirmation.
The deposit may be collected as a payment or pre-authorisation.
The deposit is not a fee and remains the property of the guest unless deductions are justified under this policy.
Subject to inspection and resolution of any reported issues, deposits will normally be released within 14 days of departure.
3. Fair Wear and Tear
Guests will not be charged for reasonable and unavoidable wear and tear resulting from normal use of the accommodation.
Examples may include:
Minor scuffs consistent with ordinary occupancy;
Normal laundering requirements;
Ordinary deterioration through age and use.
Charges will only be applied where damage exceeds what would reasonably be expected from normal use.
4. Damage and Loss
Guests may be held responsible where loss or damage occurs as a result of:
Negligence;
Careless use;
Misuse;
Reckless conduct;
Unlawful conduct;
Intentional acts; or
Breach of the Booking Terms and Conditions.
Examples include:
Broken furniture;
Damaged appliances;
Stained carpets or furnishings;
Missing items;
Structural damage;
Pet-related damage;
Smoke contamination;
Unauthorised alterations to the property.
5. Reporting by Guests
Guests are encouraged to report any accidental damage or loss as soon as reasonably practicable.
Prompt reporting allows:
Faster repairs;
Reduced costs;
Fairer assessment of liability.
Self-reporting will always be taken into account when assessing the appropriate remedy.
6. Property Inspections
Accommodation is routinely inspected:
Before guest arrival;
Following guest departure; and
If necessary during occupancy.
The purpose of inspections is to:
Verify property condition;
Identify maintenance requirements;
Record damage or missing items;
Ensure accommodation standards are maintained.
7. Evidence Standards
Before any charge is applied, Fiveway Apartments will make reasonable efforts to gather evidence supporting the claim.
Evidence may include:
Photographs;
Video recordings;
Inventory records;
Housekeeping reports;
Maintenance reports;
Contractor assessments;
Supplier invoices;
Replacement quotations;
Witness statements from staff or contractors.
Evidence will be retained for a reasonable period and may be shared with guests upon request.
8. Notification of Claims
Where damage, theft, loss, excessive cleaning requirements, or other recoverable costs are identified, we will endeavor to notify the Lead Guest within 14 days of departure.
Notification will include:
A description of the issue;
Supporting evidence where reasonably available;
The proposed amount claimed; and
Details of how the amount has been calculated.
More complex claims requiring specialist quotations may take longer to investigate.
Where this occurs, we will notify the guest as soon as reasonably practicable.
9. Cleaning Charges
We do not charge guests for routine cleaning undertaken between bookings.
Additional cleaning charges will only be applied where accommodation is left in a condition that requires cleaning beyond the standard turnover process.
Examples may include:
Smoking or vaping within the property;
Excessive waste accumulation;
Bodily fluids;
Pet fouling;
Excessive staining;
Unauthorised parties or events;
Conditions requiring specialist treatment.
Charges will reflect the actual and reasonable cost incurred.
Where additional cleaning results in cancellation or delay of subsequent bookings, Fiveway Apartments may seek recovery of demonstrable loss directly resulting from the additional cleaning requirement.
10. Replacement and Repair Costs
Where an item is damaged beyond economical repair or is missing, guests may be charged the reasonable cost of:
Repair;
Replacement;
Delivery;
Installation; and
Associated labour.
When determining replacement value, Fiveway Apartments will take into account:
Age of the item;
Condition prior to damage;
Expected lifespan;
Depreciation where appropriate.
Guests will not be charged the full replacement cost of older items where doing so would be disproportionate.
11. Theft and Unlawful Removal of Property
Guests must not remove any property belonging to Fiveway Apartments from the accommodation.
This includes, but is not limited to:
Furniture;
Lamps;
Appliances;
Artwork;
Linens;
Towels;
Throw blankets;
Pillows/cushions;
Kitchenware;
Decorative items;
Electronics;
Keys and access devices.
Where property is believed to have been intentionally removed, Fiveway Apartments reserves the right to:
Seek reimbursement;
Report the matter to law enforcement authorities;
Pursue civil recovery proceedings; or
Use any other lawful remedy available.
12. Chargebacks and Payment Disputes
Where a guest initiates a chargeback, card dispute, or payment reversal relating to a valid claim under this policy, Fiveway Apartments reserves the right to provide relevant evidence to:
Payment processors;
Card issuers;
Booking platforms;
Financial institutions;
Courts or dispute resolution bodies.
Such evidence may include:
Booking records;
Signed agreements;
Correspondence;
Inspection reports;
Photographs;
Invoices;
Contractor reports; and
Evidence of guest acceptance of applicable policies.
Nothing in this policy prevents a guest from exercising any lawful right to challenge a charge.
13. Recovery of Losses
Where liability is established, Fiveway Apartments may seek recovery of:
Repair costs;
Replacement costs;
Specialist cleaning costs;
Locksmith costs;
Emergency contractor costs;
Administrative costs reasonably incurred in investigating the matter;
Lost revenue directly attributable to the damage where supported by evidence; and
Court fees and legal costs where recoverable by law.
All claims will be limited to losses reasonably and actually incurred.
14. Criminal Conduct
Where theft, fraud, deliberate property damage, or other criminal conduct is suspected, Fiveway Apartments may report the matter to:
Police;
Insurers;
Payment providers;
Relevant authorities.
Where criminal proceedings or civil proceedings are successful, Fiveway Apartments reserves the right to pursue all lawful remedies available, including recovery of:
Property value;
Repair costs;
Replacement costs;
Consequential losses permitted by law;
Investigation costs;
Legal fees;
Interest; and
Court-awarded compensation.
15. Disputes
Guests who disagree with a claim should contact:
hello@fivewayapartments.co.uk
We will review any evidence provided and seek to resolve disputes fairly and reasonably.
Nothing in this policy limits the rights of either party to pursue legal remedies available under applicable law.
16. Consumer Rights
Nothing in this policy excludes or limits any rights available to consumers under:
The Consumer Rights Act 2015;
The Consumer Protection from Unfair Trading Regulations 2008;
Applicable contract law; or
Any other applicable legislation.
Any charges imposed under this policy will be fair, reasonable, proportionate, and supported by evidence.