Last updated: 16 October 2026

1. About these terms

These Terms and Conditions apply to accommodation bookings made directly with Flat Eleven through flateleven.co.uk or through other direct booking arrangements agreed with the host.

Bookings made through third-party booking platforms are subject to the applicable platform terms and any separate terms agreed for that booking.

By confirming a direct booking, you agree to these Terms and Conditions.

2. Enquiries and bookings

Enquiries about availability do not constitute a confirmed booking.

A booking is confirmed once the dates, price, payment arrangements and any other relevant details have been agreed with the host and any required initial payment has been received.

The agreed booking details will be confirmed in writing.

3. Prices and payment

The total accommodation price and payment arrangements will be confirmed before a direct booking is finalised.

Unless otherwise agreed in writing, the full balance is payable at least 48 hours before the scheduled start of the stay.

Check-in and key collection instructions will be provided once the required payment has been received.

If payment is not received by the agreed deadline, please contact the host promptly. Any action taken in relation to an unpaid booking will be subject to the booking agreement and applicable law.

4. Cancellations and refunds

If you need to cancel a direct booking, please contact the host as soon as possible.

For cancellations made less than 24 hours before the scheduled start of the stay, Flat Eleven reserves the right to retain 25% of the total booking cost as a cancellation charge, subject to applicable law and the terms disclosed when the booking was made.

Any remaining amount paid will be refunded where applicable. Refunds will be processed using the original payment method where reasonably possible.

Requests to change booking dates are subject to availability and agreement. Changes are not confirmed until agreed in writing.

If Flat Eleven needs to cancel a confirmed booking, the guest will be informed as soon as reasonably possible and refunded for any accommodation payment received for the cancelled stay, subject to any other legal rights that apply.

5. Check-in and access

Check-in and check-out times will be confirmed when the booking is made.

Flat Eleven uses self check-in. Access and key collection instructions will be provided before arrival once payment requirements have been met.

The flat is on the first floor and is accessed by a shared staircase. There is no lift.

Two keys are provided. Guests must take both keys whenever leaving the flat. At check-out, both keys must be returned to the designated lockbox, which must be closed securely. Please scramble the dials so the combination is not visible.

Lost keys or failure to return the keys must be reported promptly. Reasonable costs for replacement keys or necessary security work may be charged where justified and permitted by law.

6. Use of the accommodation

The flat is provided for the guests included in the confirmed booking and for the agreed purpose of the stay.

Guests must not:

• Allow additional overnight guests without prior agreement.

• Hold parties or events without written permission.

• Smoke or vape inside the flat.

• Engage in unlawful activities at the property.

• Cause excessive noise or disturb other residents.

• Sublet or transfer the booking without permission.

Please respect the shared areas of the building and other residents.

7. Care of the property

Guests are expected to treat the flat, furnishings, appliances and equipment with reasonable care and leave the accommodation reasonably clean and tidy.

Please report damage, breakages, faults or accidental spills as soon as possible.

Guests may be charged for damage, missing items, lost keys or additional cleaning beyond what would reasonably be expected after a normal stay, where the charge is justified and permitted by law. Any charge will reflect the reasonable cost incurred rather than operate as an automatic penalty.

Please follow the instructions provided for appliances and heating. Guests must not attempt repairs or alter the boiler.

8. Safety and security

Please lock the entrance door and close windows when leaving the flat. Do not share access codes or key collection details with anyone who is not part of your booking.

Please report any safety concern, maintenance issue or problem affecting your stay promptly.

In an emergency, contact the appropriate emergency service.

9. Rubbish and check-out

Please follow the rubbish and recycling instructions provided in the flat.

Before leaving, guests should:

• Take all personal belongings.

• Remove food from the fridge and freezer.

• Wash and put away used dishes and leave the kitchen reasonably clean.

• Dispose of rubbish as instructed.

• Close windows and switch off lights and appliances that do not need to remain on.

• Lock the flat and return both keys to the lockbox, closing it and scrambling the dials.

Guests should leave by the agreed check-out time so the flat can be prepared for the next stay.

10. Maintenance and problems during a stay

Flat Eleven will make reasonable efforts to ensure the accommodation is clean, safe and ready for arrival.

If something is not working as expected, please contact the host promptly so that assistance or repairs can be arranged where reasonably possible.

If an issue outside the host's reasonable control affects a stay, the host will communicate with the guest and take reasonable steps to address the situation.

Nothing in these terms excludes or limits any legal rights or responsibilities that cannot lawfully be excluded or limited.

11. Personal belongings and liability

Guests are responsible for their personal belongings and should take reasonable care of them during their stay.

Nothing in these terms excludes or limits liability where doing so would be unlawful, or affects consumer rights that cannot legally be excluded or limited.

12. Privacy

Personal information provided when making an enquiry or booking will be used to respond to enquiries, administer reservations, communicate with guests and manage the stay.

Further information about how personal information is handled should be provided in Flat Eleven's Privacy Notice.

13. Contact

For questions about a direct booking or these Terms and Conditions, please contact the host using the contact details provided on the Flat Eleven website.

Thank you for choosing Flat Eleven. We hope you have a comfortable stay.