1. Who you are booking with

These are the terms for booking directly with us. Bookings made through Airbnb or Booking.com are governed by that platform's terms instead.

Victoria's Place is operated by VM General Services Ltd, a company registered in England and Wales, company number 15859337, registered office Greville House, 10 Jury Street, Warwick, England, CV34 4EW.

In these terms, "we", "us" and "our" mean VM General Services Ltd. "You" and "your" mean the person making the booking. "The property" means 3 Castle Mews, Castle Street, Warwick, CV34 4BP.

We are not registered for VAT, so no VAT is charged on your booking.

The person making the booking must be 18 or over and is responsible for everyone in the party, including for any damage they cause and for their compliance with these terms.

2. Your booking

Your booking is confirmed, and a contract formed, when your payment is accepted at checkout; we then send you a written confirmation as your record. By booking you confirm that you are 18 or over, that no more people will stay than you have booked for — and never more than four — and that you will not hold a party or event. If within 24 hours of your booking we find that one of those conditions is not met, we may cancel it and will refund you in full without delay. If we learn of it later, sections 5 and 6 apply.

Payment. Payment is taken in full at the time of booking. If you later cancel, any refund is made in line with the cancellation terms in section 3.

Prices. The price shown at the time of booking is the price you pay. It includes cleaning, all linen and towels, utilities and Wi-Fi. It is based on the number of guests you tell us about, so please book for the number of people actually staying — the checkout shows the total for your party, including any supplement for a third or fourth guest.

3. Cancellation and changes

3.1 If you cancel

Cancellations take effect when we receive them in writing — an email to hello@victoriasplace.com is the best way, and counts as written notice.

You cancel	You receive
14 days or more before arrival	A full refund
7 days or more, but less than 14 days before arrival	50% of the total
Less than 7 days before arrival, or you do not arrive	No automatic refund — but see below

The retained amounts represent our estimated likely loss at that point, given the difficulty and cost of attempting to re-let at short notice.

If you cancel less than 14 days before arrival — including inside 7 days, and including if you do not arrive — we will try to re-let the dates. If we succeed, we will top up your refund depending on what we recover from re-letting. "Recover" means the amount we actually receive for those dates. Your total refund becomes what we recover less a £25 administration charge — or the refund you have already received, whichever is higher — so if we re-let, the most you can receive back in total is what you paid less the £25 charge. We cannot promise the dates will re-let, but we will try — and we will email you either way once the dates have passed.

Shortening your stay or leaving early does not entitle you to a refund for the nights not used.

3.2 If we cancel

Apart from the cases in sections 2, 5 and 6, we will only cancel your booking if the property becomes genuinely unavailable or unsafe — for example a serious maintenance failure, damage, or something outside our reasonable control.

If we cancel, you get a full refund of everything you have paid. Where we reasonably can, we will also help you find comparable alternative accommodation nearby. If we cancel within 14 days of your arrival, we will also cover the reasonable extra cost of equivalent alternative accommodation for the booked dates, up to the value of your booking — because at that notice you cannot realistically replace it at the price you paid. This does not apply where we cancel under section 2 or end a stay under sections 5 or 6.

Otherwise our liability in this situation is limited to that refund, and we are not liable for other costs you may have incurred, such as travel or event tickets. We strongly recommend travel insurance.

3.3 Your statutory position

Booking through our website is a distance contract, so the 14-day cancellation right in Part 3 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 would normally apply (reg 27). It does not, because this is accommodation booked for specific dates — regulation 28(1)(h) excludes exactly that. The cancellation terms above are what apply instead, and nothing in these terms affects your other legal rights.

4. Arrival and departure

• Check-in: from 16:00. Check-out: by 11:00.
• Check-out is firm, not a guideline. We have a five-hour window to prepare the house between guests, and there may be another booking arriving the same day.
• Check-in is by key safe. We will send you the code on the morning of your arrival. Everything else you need is sent several days ahead.
• The code changes between every stay. Please do not share it, and please do not write it down anywhere it can be found.

If you cannot get in, call us — at any hour. We live in Warwick. Most problems are sorted in a two-minute phone call. If yours is not, we will make sure someone comes to let you in.

5. How many people can stay

The maximum occupancy is four people, including children and infants. This is a fire-safety limit set by our fire risk assessment, not a preference, and it is not negotiable.

No more than four people may stay overnight, and no additional guests may stay without our written agreement. If more people are staying than were booked, we may end the stay immediately without refund.

Day visitors are fine in reasonable numbers. Parties are not — see below.

6. House rules

These apply to everyone in your party. They exist because Victoria's Place is the only holiday let in a small residential mews, and because of our fire risk assessment.

• No parties or events.
• No smoking or vaping anywhere in the property.
• No candles, tea lights, incense or open flames of any kind.
• No charging or storage of e-bikes, e-scooters, or other large lithium-battery items anywhere in the property, including in the courtyard and under the stairs. Lithium battery fires are fast, extremely hot, and cannot be put out with what is in the house.
• Please do not bring portable heaters of any kind — fan heaters, oil-filled radiators, halogen or bar heaters. The house is centrally heated and the electrical circuits were assessed on the basis that no such load is added.
• Quiet hours are 22:00 to 07:00. Sound carries in the mews. Please be considerate arriving late, leaving early, and in the courtyard.
• No pets.
• The property is best suited to adults and older children. The upstairs windows have child-safety restrictors fitted; please leave them in place.
• Please do not move furniture between rooms or take bedding outdoors.

We may end a stay immediately, without refund, for a serious or persistent breach — in particular the occupancy limit, a party, smoking, or lithium-battery charging. The vast majority of our guests are lovely and respect our neighbours and the rules. Please let us know if you have any questions.

7. Damage

We do not take a damage deposit, and we do not place a hold on your card.

Ordinary wear and tear is expected and is never charged for. A wine glass gets broken from time to time; that is part of running a holiday let. Please just tell us, so we can get things ready for the next guests — accidents reported are almost always written off.

You are responsible for damage caused by your party beyond reasonable wear and tear, including:

• damage to the property, its contents, or the furnishings;
• items that are missing at the end of the stay;
• specialist cleaning made necessary by smoking, vaping or pets;
• cleaning substantially beyond a normal changeover;
• the cost of a lock or key-safe change if keys or codes are lost or disclosed.

If we ever need to ask you to pay for something, you will see the evidence first. We will tell you within 7 days of check-out, with photographs and either a receipt or a written quotation.

You then have at least 7 days to respond. If you disagree, tell us why and we will look again — and if we still disagree, either of us can take the matter to the courts. We will not ask you for anything you have not seen evidence for.

8. Parking and the courtyard

• The property has one free parking space — the one by the small plaque marked "3"; there is no painted bay — in a shared gravelled courtyard reached through a brick archway. It suits a small car; it will not take a large SUV, a van or a motorhome.
• The courtyard is shared with our neighbours. It is not private, and it is not ours to control.
• If our space is occupied but there is room further along in the courtyard, please use it. In the unlikely event there is no space at all, there is public parking (paid) nearby — and please call us: we will contact the neighbours and try to sort the problem out.
• Please keep the archway, the neighbours' spaces and the bin store clear, and please drive at walking pace — this is people's home.
• Vehicles and their contents are left at your own risk, except where loss is caused by our negligence.

There is no private outdoor space. The bistro table and chairs sit in the shared courtyard, and are there for you to use — please be careful of any cars moving in or out.

9. Fire safety and the things we need you to know

The property has interlinked mains-powered smoke and heat alarms, a carbon monoxide alarm, a fire blanket in the kitchen and a first aid kit.

Full fire safety information, including the escape route and what to do if the stairs are impassable, is in the welcome book in the property and on the guest information page. Because check-in is self-service and nobody meets you at the door, that written information is the only briefing you will get — please read it when you arrive.

• Do not tamper with, cover, or disable any alarm.
• Keep the staircase, the living room and the front door clear. The way out runs down the stairs, through the living room and out of the front door — there is no other way out, and no hallway between them.
• The bedroom windows open part-way and then stop, on a child-safety restrictor. They can be opened fully by pressing the catch in the track at the base of the opening; the welcome book shows you where it is.

Allergies. We cannot guarantee that the house is free from any particular allergen. Guests before you cook and eat here, and our cleaning products and toiletries are not tested for allergens. If anyone in your party has a severe allergy, please take the precautions you normally would, and bring any medication they may need.

10. Visits during your stay

When possible, we like to call by during your stay to say hello and check everything is alright.

• We will always message you first, and we will not come if it is not convenient.
• We will never enter without your agreement, and never during quiet hours (22:00–07:00).
• If you would rather we did not call by at all, just say so — that is completely fine.

Other than that, you have exclusive use of the whole property for your stay. We may need access in an emergency, or for urgent repairs, and we will give you as much notice as the circumstances allow.

11. Our liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.

Subject to that:

• We are not liable for your personal belongings while at the property, except where the loss is caused by our negligence. Please use the key safe properly and take your valuables with you.
• We are not liable for temporary failures of utilities, Wi-Fi, or appliances outside our control — though we will fix what we can, as fast as we can, and if something material fails for a meaningful part of your stay we will make it right.
• Our total liability arising from your booking is limited to the total amount you paid us for it, except where the law says otherwise.

12. Complaints

Tell us while you are still here. Almost everything can be fixed within the hour if we know about it, and almost nothing can be fixed after you have gone home.

If we cannot resolve it during your stay, write to us at hello@victoriasplace.com, or call us on +44 7732 134 972, and we will respond within 7 days.

13. Data

We use your details to take and manage your booking, and to contact you about your stay. We do not sell them. We may occasionally email you our own news and offers after your stay — never anyone else's. You can opt out at any time: every such email has an unsubscribe link, and a reply saying "no more" works too. Payments are processed by Stripe; we do not store your card details. Stripe may keep your card on file in connection with your booking; we do not see the number, and we will not charge a saved card without your agreement. Full details are in our privacy notice.

14. General

• These terms, and any dispute arising from your booking, are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.
• If any part of these terms is found to be unenforceable, the rest continues to apply.
• We may update these terms; the version that applies to your booking is the one in force when you booked.

Version 1.0 · 23 August 2026 · VM General Services Ltd

Version 1.1 · 23 August 2026

1. Who we are

Victoria's Place is operated by VM General Services Ltd, a company registered in England and Wales, company number 15859337, registered office Greville House, 10 Jury Street, Warwick, England, CV34 4EW. We are the data controller for the personal information described here, and we are registered with the Information Commissioner's Office (ICO). If you have any question about this notice or your information, email hello@victoriasplace.com or write to the address above.

2. What we collect

When you enquire or book we collect your name, email address, telephone number, postal address, the dates and the number and ages of guests in your party, and anything you choose to tell us in a message. Payment is taken by Stripe; we never see or store your full card number. If you book through a third-party site such as Booking.com or Airbnb, that site passes us the details needed to host you.

This website itself sets no cookies. When you go through to our booking pages, which are provided by Lodgify, that service sets the cookies needed to take and confirm a booking.

3. Why we use it, and the legal basis

To take, manage and fulfil your booking, and to contact you about your stay — performance of a contract with you. To keep booking and payment records, and to meet fire-safety and other legal duties as a holiday let — legal obligation. To run and protect the property and this website, to prevent fraud, and to deal with damage, complaints or claims — our legitimate interests, balanced against yours. To send you our own news or offers after your stay — our legitimate interests, under the email-marketing rules for existing guests (the “soft opt-in”): you can opt out when you book and at any time afterwards — every such email carries an unsubscribe link, and replying or emailing us works too. We never share your details with anyone else for their marketing.

4. Who we share it with

Lodgify (the booking platform that holds our reservations), Stripe (payments), the third-party booking site if you booked through one, and — limited to dates and guest numbers — the people who prepare the property between stays. We may share information with our insurers or professional advisers if there is a claim, and with HMRC, the police or other authorities where the law requires it. We do not sell your information. Some of these providers process data outside the UK; where they do, the transfer is protected by safeguards recognised under UK data protection law.

5. How long we keep it

Booking and payment records are kept for six years after the end of the tax year of your stay, because tax law requires it. Enquiries that do not become bookings are deleted after twelve months. Marketing consent is kept until you withdraw it.

6. Your rights

You can ask for a copy of the information we hold about you, ask us to correct or delete it, restrict or object to how we use it, or ask for it in a portable form. Email hello@victoriasplace.com and we will respond within one month. If you are unhappy with how we have handled your information you can complain to the ICO at ico.org.uk or on 0303 123 1113.

We will post any change to this notice here, with a new version number and date.

Because you let yourself in, nobody meets you at the door — so this page is where we tell you the things we would otherwise tell you in person. Please read the fire safety section before you settle in. It takes two minutes, and it is the only briefing you will get.

1. Getting in

Check-in is from 16:00. Check-out is by 11:00.

The key safe is on the outside wall, to the left of the front door. We send your code on the morning of your arrival. It is different for every stay, so please do not share it or write it down anywhere it can be found. When you have taken the key out, close the safe and scramble the dials.

The front door opens from the inside without a key.

If you cannot get in, call us — at any hour, on +44 7732 134 972. We live in Warwick. Most problems are sorted in a two-minute phone call. If yours is not, we will make sure someone comes to let you in.

2. Fire safety

Please read this. It is the only fire briefing you will get.

The house has interlinked mains-powered smoke and heat alarms — if one sounds, they all sound — a carbon monoxide alarm on the landing, a fire blanket in the kitchen and a first aid kit in the wardrobe halfway up the stairs.

Please do not tamper with, cover or disable any alarm, and keep the stairs, the living room and the front door clear. The way out runs down the stairs, through the living room and out of the front door — there is no other way out, and no hallway between them.

If you discover a fire, or an alarm sounds

1. Tell everyone in the house.
2. Go down the stairs and out of the front door. It opens from the inside without a key.
3. Do not stop to collect belongings. Do not try to fight the fire.
4. Assemble in the courtyard, clear of the building.
5. Call 999 from outside and ask for the fire service. The address is 3 Castle Mews, Castle Street, Warwick, CV34 4BP.
6. Do not go back in, for any reason.

If you cannot use the stairs, or there is smoke on them

Do not try to get down through it. Instead:

1. Stay in the bedroom and shut the door. The bedroom doors are solid timber and will hold fire and smoke back.
2. Block the gap at the bottom of the door with bedding or towels.
3. Open the window fully — press the small catch in the track at the base of the opening and keep pushing. There is a photograph of the catch in section 4 below.
4. Stay at the window where you can be seen, and shout for help.
5. Call 999 and tell them which room you are in.
6. Do not jump. It is a straight drop with nothing to climb down. Wait to be rescued — the fire service will reach you far faster, and far more safely, than you can get down on your own.

The fire blanket is for a small, contained pan fire only. Anything more than that: leave it, get everyone out, and call 999.

3. The alarms

Smoke and heat alarms

Smoke alarms in the living room and on the landing, and a heat alarm in the kitchen — mains-powered, with a battery back-up, and interlinked, so if one sounds, they all sound. Any of them can be tested with its test button.

A single chirp, about once a minute, is not a fire. It means a battery or a fault. Please tell us and we will deal with it — please do not take the alarm down.

The carbon monoxide alarm

There is a carbon monoxide alarm on the landing, outside the boiler cupboard. It makes two completely different sounds and they mean opposite things:

What you hear	What it means	What to do
Four quick beeps, repeating every five seconds	Carbon monoxide. This is the emergency	Open the doors and windows · turn the boiler off if you can safely do so · get everyone out · call the Gas Emergency Service on 0800 111 999 · do not go back in
A single chirp, about once a minute	A fault or a low battery. Not a carbon monoxide warning	Press the button once to silence it for 24 hours, and let us know

If you are ever unsure which one you are hearing, treat it as the emergency and get out.

Heating and hot water

The house is centrally heated. If it is warmer or cooler than you would like, the controller is the white EPH unit on the kitchen wall — press + or − to change the target temperature. Please leave it in the kitchen, since that is where it reads the temperature from. The boiler is a combi, so hot water comes on demand — there is no tank to run out.

Gas

The boiler is a gas combi in the first-floor landing cupboard, installed November 2025 and certificated under the Building Regulations. Ask us for the Landlord’s Gas Safety Record and we will get you a copy.

If you smell gas: do not switch anything on or off, open the doors and windows, get everyone out, and call the Gas Emergency Service on 0800 111 999.

4. The bedroom windows

The bedroom windows open part-way and then stop. That is a child-safety restrictor, and it is deliberate — please leave it in place.

To open a window fully: press the small catch in the track at the base of the opening, and keep pushing.

It is worth knowing where that catch is before you need it — it is part of the fire plan above, but it is also just how you get a proper draught through on a warm night.

5. Where things are

Fire blanket	Kitchen — on the wall by the door out, next to the fuse box
First aid kit	The wardrobe halfway up the stairs, on the top shelf
Carbon monoxide alarm	Landing, outside the boiler cupboard
Washing machine	First-floor cupboard, in front of the boiler
Bins	The bin store on the far side of the courtyard, opposite the house
Wi-Fi card	The coffee table in the living room
Stopcock	A blue “fast stop” lever under the kitchen sink
Fuse box	Kitchen, high on the wall to the left of the sink, in a small wooden cupboard

6. House rules

These apply to everyone in your party. The first five come straight from our fire risk assessment, and we cannot be flexible on them.

• No smoking or vaping, anywhere in the property.
• No candles, tea lights, incense or open flames of any kind.
• No charging or storing e-bikes, e-scooters or other large lithium-battery items anywhere in the property, including in the courtyard and under the stairs. These fires start fast, burn extremely hot and cannot be put out with anything in the house — and the way out runs past where they would start.
• Maximum four people, including children and infants. This is a fire-safety limit, not a preference.
• Please do not bring portable heaters of any kind — fan heaters, oil-filled radiators, halogen or bar heaters. The house is centrally heated.

And, because we are the only holiday let in a small residential mews:

• Quiet hours 22:00–07:00.
• No parties or events.
• No pets.
• Please leave the window restrictors in place.
• Day visitors are fine in reasonable numbers.
• Please do not move furniture between rooms or take bedding outdoors.

We do not provide a cot or a high chair.

7. Parking

One free parking space, included in what you have paid. Come through the brick archway off Castle Street into the shared gravelled courtyard.

There is no painted bay — look for the plaque on the wall marked “3”. That one is yours. It suits a small car — it will not take a large SUV, a van or a motorhome.

The courtyard is shared with the neighbours and is not ours to control, so we cannot guarantee your space is free when you arrive. If it is taken but there is room further along in the courtyard, please use that — just keep the neighbours’ own spaces clear; theirs are not marked, so if in doubt, leave it. In the unlikely event there is nowhere at all, there is public parking (paid) nearby — please call us and we will contact the neighbours to try to sort it out.

There is no private outdoor space, but the bistro table and chairs in the courtyard are there for you to use.

8. While you are here

When we can, we like to call by during your stay to say hello and check everything is right.

• We will always message you first, and never during quiet hours.
• We will never come into the house without your agreement.
• If you would rather we did not, just say so — that is completely fine.
• And if you do not reply, we will not come.

Other than that, you have exclusive use of the whole property for your stay. We may need access in an emergency, or for urgent repairs, and we will give you as much notice as the circumstances allow.

Allergies

We cannot guarantee that the house is free from any particular allergen. Guests before you cook and eat here, and our cleaning products and toiletries are not tested for allergens. If anyone in your party has a severe allergy, please take the precautions you normally would, and bring any medication they may need.

The neighbours

This is a quiet residential mews and we are the only holiday let on it. The neighbours have been generous about that — please be mindful coming and going late, and in the courtyard.

There is plenty to do on the doorstep — see Explore Warwick.

9. Before you go

Check-out is by 11:00, and we do have to be firm about it — there may be another booking arriving the same day.

• Pop the key back in the key safe and scramble the dials.
• Leave used towels in the bathroom.
• Close the windows, and switch off the hob and oven if you have used them.
• No need to strip the bed, or to do washing-up beyond loading the dishwasher.

10. How to reach us

Call or message us — at any hour if it is urgent.

If it is a fire, a gas smell or a medical emergency, call 999 first and us second.

Last updated 26 August 2026 · VM General Services Ltd