Pass the Keys Quality Guarantee - Terms & Conditions

2. Eligibility

The guarantee is available only where:

• the host is joining Pass the Keys for the first time;
• the property is located within an eligible pilot territory;
• the property is fully managed by Pass the Keys;
• the property has successfully completed onboarding;
• the property meets Pass the Keys presentation, compliance and safety standards;
• the Management Agreement includes a minimum management fee of 20% + VAT;
• the booking receives an eligible overall guest review.

3. What is covered

Pass the Keys will waive:

• the management commission for the qualifying booking only.

4. What is not covered

The guarantee does not cover:

• Cleaning
• Linen
• Maintenance
• Repairs
• Damages
• Guest compensation
• Third-party supplier charges
• Payment processing costs
• VAT
• any other charges outside the management commission

5. Eligibile platforms

The guarantee currently applies only to:

• Airbnb
• Booking.com

Other booking platforms are excluded.

6. Eligible Stays

The guarantee applies only to:

• short stays under seven nights.

Mid-term and long-term bookings are excluded./p>

7. Exclusions

The guarantee does not apply where the review is primarily caused by:

• Host interference;
• Host rules or restrictions;
• Owner maintenance issues;
• Owner decisions;
• Inaccurate property information supplied by the owner;
• Force majeure events;
• Platform outages;
• Guest fraud or abusive behaviour;
• Circumstances outside Pass the Keys' reasonable control;
• Breaches of the Management Agreement.

Mid-term and long-term bookings are excluded./p>

8. Investigation

Pass the Keys reserves the right to investigate any qualifying review before applying the fee waiver.

If a review is removed or amended above the qualifying threshold before the claim is processed, the guarantee no longer applies.

9. Payment

Eligible fee waivers will normally be credited within 30 days of the qualifying review being published.

10. Changes to the programme

Pass the Keys may amend, suspend or withdraw the Quality Guarantee for future bookings at any time.

Bookings already confirmed while the guarantee is active will continue to be governed by the Terms & Conditions applicable at the time of booking.

11. Governing law

The Quality Guarantee is governed by the laws of England and Wales.