Guest Fees and Deposit Policy

This policy applies to guest accommodation bookings managed by The Upgrade Authority. The booking page and confirmation show the price and the damage arrangement that apply to your stay.

Booking Price

The total shown before payment includes every mandatory booking charge known at that point, such as cleaning, linen, service or extra guest charges. An optional service ordered after booking is charged only after you see and accept its price.

The booking price does not remove responsibility for damage, missing items, extra cleaning caused by a breach of the booking terms or another cost that could not reasonably be calculated when the booking was made. Any later claim is handled separately and must identify the contractual basis, evidence and amount.

Card Hold

Where the booking uses a preauthorisation, Stripe places a temporary hold on the payment card. It is not a charge unless a valid claim is made under the booking terms. If no claim is made, we instruct release of the hold within 48 hours after checkout. The card issuer controls when the available balance is restored.

Before claiming against a hold, we review the checkout record and supporting evidence. We tell you what is being claimed and why. We do not add a percentage card processing surcharge to a damage claim.

Damage Waiver

Some bookings may offer an optional £25 damage waiver instead of a card hold. The waiver is not insurance. The booking terms must show the cover limit, exclusions and claim process before you choose it. Deliberate damage, negligence, missing items and damage above the stated cover remain the guest’s responsibility.

Screening and Tenancy Rules

A guest verification charge is shown as part of the booking total where it lawfully applies. We do not charge a tenant in England or a contract holder in Wales a screening or referencing fee where tenancy fee legislation prohibits it.

Questions or Disputes

Email support@theupgradeauthority.com if a price, hold or damage claim is unclear. Include the booking reference and the item you want reviewed. Our Complaints Policy applies if the matter is not resolved.

Last updated: 27 August 2026.