Terms & Conditions

1. About us

City Superhost is a trading name used for short-stay property management in Greater Manchester, Liverpool, and Cheshire. Our registered office is 180 Ashley Road, Hale, Altrincham WA15 9SF. You can reach us at stay@citysuperhost.com or 07523 840 013.

2. Booking and payment

A booking is confirmed once your payment has been authorised and you have received a confirmation email from us. Payment is taken in full at the time of booking and processed securely via Stripe. We accept major credit and debit cards.

The lead guest making the booking must be at least 21 years old and will be responsible for all members of the party during the stay.

3. Cancellations and changes

Cancellations and date changes are governed by our cancellation policy. Please read it before booking.

4. Guest verification survey

After your booking is confirmed, the lead guest must complete our short pre-arrival guest verification survey. We will email a secure link shortly after booking. The survey asks for photo ID, the reason for your stay, and the names of everyone in your party.

This is standard practice for professionally managed stays and helps us keep our properties and our neighbours safe. Check-in instructions are only released once the survey has been completed. If the survey is not completed before the agreed check-in time, your arrival may be delayed.

5. Check-in and check-out

Standard check-in is from 3:00 pm and check-out is by 11:00 am, unless otherwise agreed in writing. Reservations made directly via stay.citysuperhost.com include complimentary early check-in from 2:00 pm at no extra charge.

6. House rules

• Occupancy is capped at the number of guests stated in your booking. Additional guests, including day visitors, are not permitted without prior written agreement.
• Parties, events, and commercial filming are not allowed. Noise must be kept to a minimum between 10:00 pm and 8:00 am out of respect for neighbours.
• Smoking, vaping, and the use of illegal substances are strictly prohibited inside all of our properties. A deep-clean fee of £250 will be charged if evidence of smoking is found.
• Pets are only allowed in listings explicitly marked “pets allowed”. An additional cleaning fee may apply.

7. Security deposit

Most of our properties require a refundable security deposit. The exact amount is set per-property and shown on the property's booking page before you confirm — typically between £300 and £800 depending on the property. We do not charge this deposit at the time of booking.

Instead, we place a temporary authorisation hold on the card used for your booking shortly before your arrival date. The hold is released automatically after check-out once the property has been inspected and found in good order, typically within 7 working days. If damages, excessive cleaning, or breaches of these terms are identified, the corresponding amount will be deducted from the deposit; we will always contact you and share photographs before making any deduction.

8. Damages

You are responsible for the property during your stay. Any damage, loss, or excessive cleaning caused by you or your party will be deducted from the security deposit in the first instance, or charged to the card used for the booking if the cost exceeds the deposit. We will always contact you first and share photographs of the damage before any charge is made.

9. Our liability

We take care to keep our properties in excellent condition, but we cannot be held responsible for circumstances beyond our reasonable control — for example utility outages, extreme weather, or public transport disruption. Our total liability for any single booking is limited to the total amount you paid for that booking.

Nothing in these terms limits any statutory rights you have as a consumer under UK law, including under the Consumer Rights Act 2015.

10. Privacy and your data

We collect only the information needed to confirm and manage your stay: name, email, phone number, and payment details. Payment card data is handled by Stripe and never stored by us. We will never share your details with third parties for marketing purposes.

11. Governing law

These terms are governed by the laws of England and Wales, and any dispute will be subject to the exclusive jurisdiction of the English courts.

12. Changes to these terms

We may update these terms from time to time. The version in force at the time of your booking is the one that applies to your stay, so please save a copy of your confirmation email for your records.