Common questions, straightforward answers.

We send clear check-in instructions the day before you arrive. Most of our homes use secure digital access, so there's no need to meet anyone in person. If you'd prefer a person to be there, let us know and we'll try to arrange it.

Check-in from 3:00 pm. Check-out by 11:00 am. Earlier check-ins and later check-outs are sometimes possible depending on the schedule. Ask us once you're booked.

Usually within 3 hours during UK working hours, and within a few hours at other times. If something is urgent during your stay, we prioritise it.

Fresh linens and towels, a fully equipped kitchen, Wi-Fi, heating, and the thoughtful extras. Tea, coffee, and the basics you'd expect to have to hand. Every home is cleaned professionally between stays.

Yes. A one-time cleaning fee is included at checkout, shown on the booking before you confirm. It covers a full professional turnover.

A refundable security deposit may be held depending on the length of stay and the booking channel. It's returned after checkout once the home has been inspected. Full details are shared in your booking confirmation.

Cancellation terms depend on the channel you booked through (Airbnb, Booking.com, or direct) and the specific rate you chose. Full terms are visible before you confirm a booking.

Most homes are. We can confirm for a specific property and, where useful, help with cot or high-chair arrangements. Ask before booking.

Some homes, some of the time. Always check with us in writing first. We'll let you know honestly for the home and dates you have in mind.

It depends on the property. We share parking details with your check-in instructions, including any nearby paid options.

No. All Lush Homes are non-smoking, including any outdoor areas and balconies.

Message us. We take issues seriously and our first instinct is to fix things, not to negotiate. If it can be sorted, we'll sort it.

We set it up professionally, list it across the major channels, handle every guest enquiry and stay, clean and maintain between bookings, and send you a plain-English monthly statement. In short, we run it so you don't have to.

A management fee on booked revenue. An industry-standard commission structure, confirmed property by property after we've assessed yours. We share specifics on the discovery call so the numbers tie to your actual property, not a generic quote.

Typically a 12-month initial term with clear notice. We walk through the whole agreement with you before anything is signed.

We take deposits, follow a documented incident process, and use the OTA host protection tools where they apply. We keep records of the property between stays and escalate anything serious to you immediately.

Yes. Let us know with reasonable notice and we'll manage existing bookings and future marketing around it.

Yes. London is where we started and still where most of our homes sit, but we work with partner owners right across the UK. We're also actively speaking to owners internationally. If you have a property outside the UK, get in touch and we'll tell you honestly whether we can be the right team for it.

We're in the process of building a small international network of partner homes for 2026 onwards. If you own a property abroad and are interested in a management partnership, we'd like to hear about it. We won't onboard a home we can't operate to the Lush Homes standard, so expect an honest conversation about fit.

We'll tell you honestly. During the discovery call we walk through what to check. Mortgage, lease, freeholder, local authority. If short-letting isn't suitable, we'll say so.

Typically two to four weeks from signed agreement to first booking, depending on any styling or furnishings work we recommend.