AirUs House Rules & Booking Terms & Conditions
Last updated: 11 August 2026
1. About Us
These House Rules and Booking Terms & Conditions are issued by Opal Stays Ltd, trading as AirUs (“AirUs”, “we”, “us” or “our”).
Opal Stays Ltd is a private limited company registered in Scotland under company number SC811842, with its registered office at Unit 1, 21–25 The Stables, 21 Carlton Ct, Glasgow, United Kingdom, G5 9JP.
For the purposes of these Terms, “the guest” or “lead guest” means the person who made the reservation. The lead guest is responsible for ensuring that all occupants and visitors comply with these Terms throughout the stay.
Unless AirUs has approved a third-party or corporate booking in writing, the person making the reservation must be staying at the property for the duration of the booking.
Property-specific rules, maximum occupancy limits and licensing conditions stated within the property listing, booking confirmation or legally required notices at the property also form part of these Terms.
House Rules
2. Looking After the Property
Guests must treat the property, its contents and surrounding areas with care and respect.
We ask guests to:
Leave the property in substantially the same condition as they found it.
Remove shoes whilst inside where reasonably possible.
Leave furniture, furnishings and appliances in their original positions.
Wash used dishes or place them in the dishwasher where provided.
Dispose of rubbish responsibly using the bins provided.
Use heat-resistant pads or trivets for hot pots, pans and trays.
Remove makeup before using towels or bedding.
Report accidental damage or maintenance issues as soon as they occur.
Turn off lights, heating, air conditioning and electrical appliances when leaving the property.
Where towels, bedding or other items are permanently stained by makeup, fake tan, hair dye, food, drink, bodily fluids or another substance that cannot reasonably be removed through normal laundering, the guest may be charged the reasonable cost of professional treatment or replacement.
3. Strictly Prohibited
The following are strictly prohibited:
Parties, celebrations, gatherings or events of any kind, including unauthorised daytime gatherings.
Unauthorised visitors.
Additional overnight guests beyond those included within the reservation.
Pets unless agreed in advance.
Smoking or vaping inside the property or within internal communal areas.
Smoking or vaping cannabis inside the property.
The possession, supply or use of illegal drugs.
Commercial photography, filming or events without prior written approval.
Commercial use involving customers, clients, employees, stock or other business operations without prior written approval.
Subletting, re-letting, selling, assigning or transferring the booking.
Threatening, abusive, aggressive, discriminatory or unlawful behaviour.
Deliberate or reckless damage to the property.
Tampering with safety, security, WiFi or monitoring equipment.
Any activity likely to cause serious nuisance, disturbance or risk to neighbours, staff, contractors or the property.
Ordinary remote working by registered guests is permitted provided it does not cause nuisance or alter the residential nature of the stay.
A serious or material breach of this section may result in immediate termination of the booking and eviction from the property without refund, where permitted by applicable law and any mandatory booking-platform rules.
AirUs also reserves the right to recover any reasonable losses, damages or costs directly resulting from the breach and to contact the police or other appropriate authorities where necessary.
4. Additional Guests & Visitors
Only the number of guests included within the reservation may stay at the property.
Visitors who are not included within the reservation require prior written approval from AirUs.
An unauthorised visitor may be treated as an additional guest. A reasonable additional occupancy charge of up to £60 per undeclared person may be applied where justified by the circumstances and resulting additional costs.
AirUs also reserves the right to immediately terminate the booking and require all occupants and unauthorised visitors to leave where unauthorised occupancy amounts to a serious or material breach.
The maximum occupancy of the property must never be exceeded.
5. Smoking & Vaping
AirUs operates a strict no-smoking and no-vaping policy inside its properties and internal communal areas.
This includes:
Cigarettes
Cigars
Pipes
E-cigarettes
Vapes
Shisha
Cannabis
Where smoking or vaping results in odour, staining, residue or contamination, the guest will be responsible for the reasonable cost of specialist cleaning, deodorising, repairs, replacement items and any directly resulting loss of accommodation income. Specialist cleaning may start from £250, depending on the work required.
Serious breaches may result in immediate eviction without refund.
6. Security & Monitoring Equipment
Properties may be protected by externally positioned CCTV and/or video doorbells for security and property-protection purposes.
Certain properties may also use noise-monitoring or smart-home equipment. These devices monitor sound levels or decibel levels to help identify excessive noise but do not record conversations. Where such equipment is used, it will be operated and disclosed in accordance with applicable law and relevant booking-platform requirements.
No security cameras or recording devices are located inside the property.
Guests must not tamper with, disconnect, cover, damage or interfere with:
CCTV equipment
Video doorbells
Noise-monitoring equipment
Smoke alarms
Carbon monoxide alarms
WiFi routers
Smart locks
Fire-safety equipment
Other security or safety devices
Serious interference with security or life-safety equipment may result in immediate termination of the booking and eviction without refund.
7. Fire & General Safety
Guests must:
Keep escape routes and exits clear.
Not remove, cover or interfere with smoke or carbon monoxide alarms.
Not interfere with fire extinguishers, fire blankets, fire doors, door closers or other safety equipment.
Not wedge open designated fire doors.
Follow emergency and fire-safety instructions displayed at the property.
Immediately report damaged or malfunctioning safety equipment.
Candles, incense, naked flames and similar fire risks are not permitted unless expressly authorised.
E-bike and e-scooter batteries must not be charged inside the property unless expressly permitted by AirUs.
8. Keys, Codes & Property Security
Guests are responsible for keeping all keys, fobs, access cards and access codes secure.
Guests must not copy keys or share keys, access codes or lockbox codes with unauthorised persons.
On departure, guests must:
Close and lock all external doors and accessible windows.
Return keys to the designated lockbox where applicable.
Securely close the lockbox.
Scramble the lockbox code after closing it.
Failure to properly secure the property constitutes a serious security breach.
Where a locksmith or lock replacement is reasonably required as a result of the guest's actions, the guest will be responsible for the reasonable cost incurred. Locksmith call-outs may start from £150, depending on the work required.
Lost, stolen or damaged keys, fobs or access devices will be charged at the reasonable replacement cost.
9. Noise
Guests must respect neighbours and comply with applicable noise requirements.
Quiet hours are strictly between 22:00 and 07:00.
Excessive noise, repeated complaints or behaviour causing significant disturbance may result in immediate termination of the booking and eviction without refund.
10. Complaints During Your Stay
If you experience an issue relating to cleanliness, maintenance, amenities or the condition of the property, you must notify AirUs as soon as reasonably possible.
This gives us an opportunity to investigate and, where possible, rectify the issue during your stay.
By reporting an issue requiring inspection or repair, you authorise AirUs and/or its contractors to access the relevant area of the property at a reasonable time. Reasonable notice will be provided where circumstances allow.
Failure to report an issue promptly or failure to provide reasonable access may affect our ability to verify or rectify the issue and may be taken into account when considering any request for compensation or refund.
Raising an issue only after checkout may also be taken into account where AirUs was not given a reasonable opportunity to investigate or remedy the matter during the stay.
Nothing in this section affects any statutory rights that cannot lawfully be excluded.
Booking Terms & Conditions
11. Booking & Acceptance
A booking is confirmed once AirUs issues a booking confirmation and any payment required at that stage has been successfully received or authorised.
By confirming a reservation, the lead guest confirms that they:
Agree to be bound by these Terms.
Have provided accurate booking information.
Have authority to make the booking.
Accept responsibility for the conduct of all occupants and visitors associated with the reservation.
AirUs may refuse entry where there are reasonable grounds to believe that a booking will be used in serious breach of these Terms or where mandatory pre-arrival requirements have not been completed.
12. Check-in
Standard check-in is available from 15:00 on the day of arrival.
AirUs will normally send check-in instructions within 24 hours of arrival, provided all required payments, guest verification and pre-arrival requirements have been completed.
Self check-in is available where provided by the property.
Assisted check-in requested after 21:00 may incur a £25 charge, where communicated and agreed beforehand.
Early check-in may be available from £30, subject to availability and prior agreement.
Early check-in cannot be guaranteed.
13. Check-out
Standard check-out is by 10:00 on the day of departure.
Late check-out until 12:00 may be available from £30, subject to availability and prior agreement.
Unauthorised late check-out may result in reasonable additional charges where it causes additional housekeeping, staffing, maintenance or incoming-guest costs.
14. Cancellation – Direct Bookings Only
For direct bookings made with AirUs:
15 days or more before check-in:
Receive a 100% refund of accommodation charges.
8–14 days before check-in:
Receive a 50% refund of accommodation charges.
Less than 8 days before check-in:
Accommodation charges are non-refundable.
Booking or service fees are non-refundable except where required by law.
Mandatory statutory taxes or visitor levies will be refunded where required by the applicable legislation or scheme.
Cancellation charges and amounts retained will remain subject to applicable consumer law, including requirements relating to fairness and reasonable loss.
AirUs will aim to initiate eligible refunds within 3–5 working days. Your bank or payment provider may take additional time to credit the funds.
Guests are strongly advised to obtain suitable travel insurance covering cancellation, medical emergencies and travel disruption.
15. Booking Amendments
Any request to change:
Arrival dates
Departure dates
Number of nights
Number of guests
Property
Other material booking details
is subject to availability and approval by AirUs.
Any additional cost resulting from an amendment must be paid before the change is confirmed.
Where a guest shortens a booking, the removed nights may be treated as a cancellation and the cancellation policy applicable at the time of the amendment will apply.
16. No-Shows & Early Departures
Failure to arrive does not automatically entitle the guest to a refund.
Where a guest voluntarily departs before the scheduled checkout date, unused accommodation charges will normally be treated in accordance with the applicable cancellation policy.
Mandatory statutory taxes or visitor levies will be refunded where required by the applicable scheme.
17. Payment – Direct Bookings Only
All bookings must be paid in full before arrival unless otherwise agreed in writing.
Failure to make payment by the required date may result in cancellation of the booking.
Payments are processed through third-party payment providers. AirUs does not store full credit or debit card details where those details are processed directly by the payment provider.
All prices are charged in Pounds Sterling (GBP).
Where another currency is displayed, this is for guidance only. Your card provider may determine the final exchange rate and may apply its own fees.
Payments may appear on your statement as AirUs, Opal Stays Ltd or the name used by the relevant payment processor.
18. Taxes, Levies & Statutory Charges
Where a visitor levy, tourism tax or other statutory charge applies to a booking, it will be calculated, collected and refunded in accordance with the applicable legislation and scheme.
Mandatory charges will be included or displayed within the booking price where required.
Where the applicable law or local authority changes a mandatory tax or levy after a booking has been made, the amount payable may be adjusted where legally required.
19. Security Deposit
For direct bookings, and platform bookings where permitted by the relevant platform, the lead guest may be required to provide a valid payment card for security purposes.
A pre-authorisation of up to £1000 may be placed on the payment card for the duration of the stay. The maximum security pre-authorisation applicable to the booking will be disclosed to the guest before the booking is confirmed.
A pre-authorisation is a temporary hold against available funds and is not itself a payment to AirUs unless a valid charge is subsequently made.
Provided there are no outstanding charges, th e pre-authorisation will normally be released within 10 working days after checkout. The timing at which released funds become available is controlled by the guest's bank or card issuer.
The security deposit does not limit the guest's liability.
Where damage, excessive cleaning, missing items, additional guest charges or other recoverable losses exceed the security deposit, the guest remains responsible for the outstanding balance.
Where AirUs proposes to recover money for damage, missing items or excessive cleaning, we will provide reasonable details of the claim and supporting evidence where appropriate. The guest will normally be given a reasonable opportunity to respond before the charge is finalised, except where immediate action is reasonably necessary.
20. Guest Verification
Before check-in, the lead guest may be required to complete AirUs' secure guest-verification process.
This may include:
Government-issued photographic identification.
Selfie or identity verification.
Valid home address.
Valid telephone number.
Valid payment card.
The information provided must be accurate and belong to the lead guest.
Failure or refusal to complete mandatory verification may result in cancellation of the booking and refusal of access to the property.
Where the failure is attributable to the guest and occurs after any applicable cancellation deadline, the booking may be non-refundable subject to applicable law and platform rules.
Personal data collected through guest verification will be handled in accordance with our Privacy Policy.
21. Age Requirements
The lead guest must satisfy the minimum age requirement stated on the property listing at the time of booking.
Unless otherwise stated, the lead guest must be at least 21 years old.
Guests under the age of 21 must contact AirUs before booking and explain the reason for their stay. AirUs reserves the right to decline the booking following its assessment.
Certain properties may have a higher minimum age requirement where this is lawful, objectively justified and proportionate because of property-specific licensing, insurance, safety or other legitimate requirements.
At least one qualifying lead guest must remain at the property throughout the stay.
AirUs may request reasonable proof of identity and age.
22. Damage, Missing Items & Excessive Cleaning
Guests are responsible for taking reasonable care of the property and its contents.
Damage, missing items or maintenance issues should be reported immediately.
Guests are responsible for damage or loss caused by:
Negligence
Misuse
Reckless behaviour
Deliberate acts
Their occupants
Their visitors
Anyone they permit to enter the property
Where an item can reasonably be repaired, AirUs may recover the reasonable repair cost.
Where replacement is reasonably necessary, the amount claimed may take account of the item's age, condition, reasonable wear and tear and appropriate replacement value.
Guests must not continue using damaged furniture, appliances or equipment where doing so could worsen the damage or create a safety risk.
Where the guest's actions directly result in a property becoming unavailable for a subsequent confirmed reservation, AirUs may recover reasonable and demonstrable financial losses directly resulting from the breach, taking into account reasonable steps available to reduce that loss.
23. Excessive Cleaning
Standard cleaning is charged as shown at the time of reservation.
Additional cleaning charges may apply where the property is left in a condition requiring cleaning materially beyond a normal changeover.
Examples include:
Excessive rubbish
Vomit or bodily fluids
Smoke residue
Glitter or confetti
Strong odours
Significant food waste
Severe staining
Specialist carpet or upholstery cleaning
Cleaning resulting from unauthorised animals
Other cleaning required as a direct result of misuse
Guests will be responsible for reasonable professional cleaning, waste-removal or specialist-service costs required as a result of their actions.
24. Use of the Property
The property must be used for temporary residential accommodation only.
The property must not be used for:
Parties
Gatherings
Events
Commercial events
Unauthorised filming or photography
Unauthorised business operations
Illegal activity
Subletting
Any activity likely to cause serious nuisance or disturbance
Ordinary remote working by registered guests is permitted.
Where there are reasonable grounds to believe the property is being or will be used for a prohibited purpose, AirUs may refuse entry or terminate the booking.
A serious or material breach may result in immediate eviction without refund.
25. Energy Fair Usage
Reasonable domestic use of gas, electricity and water is included within the booking unless otherwise stated.
Guests are expected to use utilities responsibly.
Heating, air conditioning and electrical appliances should not be left running unnecessarily when the property is unoccupied.
Where deliberate misuse or materially excessive utility consumption causes additional costs beyond reasonable domestic use, AirUs may recover the reasonable additional cost where that cost can be evidenced.
26. Maintenance & Access
AirUs and its authorised contractors may require access to the property for:
Emergency repairs
Safety concerns
Essential maintenance
Investigation of a reported problem
Preventing damage
Legally required inspections
Reasonable notice will be given where circumstances allow.
Immediate access may be required where there is an emergency, significant safety concern or reasonable risk of serious property damage.
Guests must not unreasonably refuse access in such circumstances.
27. Long-Term Stays
For stays of 14 nights or longer, AirUs reserves the right to carry out reasonable routine property inspections.
Where reasonably practicable, prior notice will be provided and inspections will be carried out at a reasonable time.
Immediate access may still take place where required in an emergency.
28. Lost or Forgotten Property
Guests are responsible for their personal belongings.
AirUs will take reasonable care when handling belongings found after departure but will not be responsible for loss or damage except where caused by our negligence or where liability cannot lawfully be excluded.
If an item is left behind, guests should contact AirUs as soon as possible.
Where we arrange return of an item, a £25 administration fee plus postage, packaging and courier costs may apply.
Unclaimed property may be disposed of or donated after a reasonable period. Perishable, unhygienic or unsafe items may be disposed of sooner.
29. Parking
Where parking is provided, guests are responsible for ensuring that they park lawfully and follow any property-specific parking instructions.
Vehicles and their contents are parked at the owner's risk.
AirUs will not be responsible for theft, loss or damage except where caused by our negligence or where liability cannot lawfully be excluded.
Any parking fines or penalties caused by the guest's actions remain the guest's responsibility.
30. Occupancy
The number of occupants must not exceed:
The number included within the reservation; or
The property's legally permitted maximum occupancy,
whichever is lower.
The booking must not be assigned, transferred, re-let or sublet without prior written approval from AirUs.
Unauthorised or excessive occupancy may result in immediate termination of the booking and eviction without refund.
31. Pets & Assistance Dogs
Pets are not permitted unless expressly agreed in writing before arrival.
Unauthorised pets may result in reasonable additional cleaning or damage charges and, where the breach is serious, termination of the booking.
This restriction does not remove any rights relating to assistance dogs or reasonable adjustments required under applicable equality legislation.
Guests who require an assistance dog or other reasonable adjustment are encouraged to notify AirUs in advance so appropriate arrangements can be made.
32. Nuisance & Behaviour
Guests must behave responsibly and respectfully towards:
Neighbours
Members of the public
AirUs staff
Contractors
Cleaners
Other guests
Threatening, abusive, aggressive, discriminatory or violent behaviour will not be tolerated.
Unlawful activity or use of the property in a way that creates a significant safety, security or nuisance risk is prohibited.
Where staff or contractors are reasonably required to attend the property as a direct result of serious guest misconduct or nuisance, a management call-out charge of up to £150 may apply, together with reasonable third-party costs actually incurred.
Serious misconduct may result in immediate eviction without refund.
33. Internet Usage
Complimentary WiFi is provided where available.
Internet speed and availability may be affected by circumstances outside AirUs' reasonable control, including third-party service-provider outages.
Guests must not use the internet connection for unlawful purposes, including:
Hacking
Fraud
Unlawful copyright infringement
Accessing, distributing or downloading illegal content
Guests must not disconnect, reset or interfere with the WiFi equipment without approval.
34. False or Fraudulent Claims
Guests must not knowingly submit false, misleading or fraudulent complaints or claims in an attempt to obtain a refund, compensation or other financial benefit.
AirUs reserves the right to respond to disputed claims using available evidence including:
Photographs
Videos
Check-in and checkout records
Maintenance records
Cleaner reports
Communication logs
Access records
Lawfully obtained security footage
Contractor reports
Invoices
Other relevant evidence
Nothing in this section prevents a guest from making a genuine complaint or exercising their lawful consumer rights.
35. Chargebacks & Payment Disputes
Guests retain the right to raise legitimate disputes with their bank, card issuer or payment provider.
Guests must not knowingly initiate a false, misleading or unjustified chargeback.
Where a payment dispute is finally determined in AirUs' favour and an amount remains lawfully due, the guest remains responsible for that outstanding balance together with reasonable recovery costs to the extent legally recoverable.
36. Third-Party Booking Platforms
Where a booking is made through Airbnb, Booking.com, Vrbo or another third-party platform, the platform's mandatory terms, payment rules and cancellation policies will apply to matters governed by that platform.
Where these Terms conflict with a mandatory platform term or policy, the platform requirement will prevail to the extent of that conflict.
These House Rules will otherwise continue to apply to the stay.
37. Property-Specific Conditions
Certain properties may be subject to:
Short-term-let licence conditions
Planning restrictions
Maximum occupancy requirements
Parking restrictions
Noise requirements
Building rules
Other legally imposed conditions
Guests must comply with property-specific requirements communicated before the booking is confirmed. Where a new legal, licensing, safety or regulatory requirement arises after booking, AirUs will notify the guest as soon as reasonably practicable and the requirement will apply to the extent required by law.
Where a legal or licensing requirement is stricter than these general Terms, the stricter requirement will apply.
38. Cancellation or Property Unavailability by AirUs
If the booked property becomes unavailable for reasons outside the guest's control, AirUs will notify the guest as soon as reasonably possible.
Where appropriate, AirUs may offer alternative accommodation of a reasonably comparable standard.
If no suitable alternative is available, or the alternative is materially different and reasonably declined by the guest, payments relating to accommodation we are unable to provide will be refunded.
This does not affect any statutory rights available to the guest.
39. Force Majeure
AirUs will not be responsible for delay or failure caused by circumstances genuinely beyond our reasonable control where the resulting loss could not reasonably have been avoided.
Examples may include:
Severe weather
Natural disasters
Significant utility failures
Government restrictions
Major transport disruption
Strikes
Pandemics
Civil emergencies
Other comparable unforeseen events
Where such an event prevents the accommodation from being provided, AirUs will act reasonably and Section 38 will apply. Nothing in this clause affects statutory rights that cannot lawfully be excluded.
40. Limitation of Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Where the guest is acting as a consumer, AirUs will not be responsible for business losses or losses that were not reasonably foreseeable when the booking was made.
Nothing in these Terms affects statutory consumer rights that cannot lawfully be excluded or restricted.
41. Changes to These Terms
AirUs may update these House Rules and Booking Terms & Conditions from time to time.
The version in force when a booking is confirmed will normally apply to that booking.
Changes may apply to an existing booking where:
Required by law;
Required by a competent authority;
Required by a mandatory booking-platform rule; or
Agreed with the guest.
AirUs will not materially alter a confirmed booking to the guest's detriment without a lawful basis for doing so.
42. Serious Breaches & Immediate Eviction
Where a guest commits a serious or material breach of these Terms, AirUs reserves the right, where legally permitted, to:
Immediately terminate the booking.
Refuse further access to the property.
Require all occupants and visitors to leave immediately.
Evict or remove occupants from the property using lawful means.
Retain accommodation charges for unused nights where permitted by applicable law and platform rules.
Recover reasonable damage, cleaning, security, call-out or other costs directly resulting from the breach.
Contact the police or other appropriate authorities where reasonably necessary.
Serious breaches include, but are not limited to:
Parties or unauthorised gatherings.
Serious or repeated noise disturbance.
Exceeding maximum occupancy.
Unauthorised guests where the breach is serious.
Violence, threats or aggressive behaviour.
Illegal activity.
Deliberate or reckless property damage.
Smoking where it creates a serious breach.
Tampering with fire or safety equipment.
Tampering with security or monitoring equipment.
Refusing to leave after a booking has lawfully been terminated.
Any behaviour creating a serious risk to the property, neighbours, staff, contractors or other persons.
For the avoidance of doubt, AirUs reserves the right to immediately terminate a stay and evict guests without refund where the seriousness of the breach reasonably justifies that action, subject always to applicable law and mandatory platform requirements.
43. Governing Law & Jurisdiction
These Terms are governed by and construed in accordance with the laws of Scotland.
If you are a consumer, this choice of law does not deprive you of any mandatory consumer protections that would otherwise apply to you.
Nothing in these Terms removes any mandatory right you may have to bring proceedings before another court that has jurisdiction under applicable law.
44. Severability
If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be treated as modified or removed only to the extent necessary.
The remaining provisions will continue to apply.
45. Failure to Enforce
If AirUs does not immediately enforce a provision of these Terms, this does not mean that AirUs has waived the right to enforce that provision later.
46. Acceptance
By confirming a reservation, the lead guest agrees to be bound by these House Rules & Booking Terms & Conditions.
The lead guest accepts responsibility for ensuring that all occupants and authorised visitors associated with the booking comply with these Terms.
Serious or material breaches may result in immediate termination of the booking and eviction without refund, together with recovery of reasonable losses or costs resulting from the breach, subject to applicable law and mandatory booking-platform rules.
