Who these terms cover
These terms apply when Clanby provides hospitality staff cover to your property. They are written for business customers — guest houses, B&Bs, small hotels and holiday lets.
Quotes and booking
We give you a fixed quote in writing before any work starts. A booking is confirmed when you accept that quote by email, phone or through our online calendar. Minimum booking is three hours per visit.
Rates
Hourly cover is charged at £24 per hour. The reduced rate of £21 per hour applies to a standing rota of at least twelve hours a month, agreed for three months and invoiced monthly; if the rota drops below that, the standard rate resumes from the next invoice. Deep cleans are quoted per visit, holiday cover per day, and marketing support per project. We are not VAT registered, so the price you are quoted is the price you pay.
Extras
Bank holidays and travel beyond our core area (Bournemouth, Poole, Christchurch, Wimborne) are charged separately and always quoted before we book.
Priority Cover retainer
Priority Cover is an optional monthly retainer of £49, or £490 paid annually. It buys position and terms, not hours of work. Cleaning, breakfast and cover shifts are charged separately at the retained rate.
While the retainer is active you receive: first position in the queue when more than one property requests cover for the same shift; a confirmed answer within two hours during our operating hours; no weekend or bank holiday surcharge; your hourly rate fixed at £21 for twelve months from the date the retainer starts; one emergency shift of up to four hours each year at no charge; and a property file holding your checklist, access details and key record.
Priority position is offered on a first-come basis among retained clients and is subject to a member of staff being available. It does not guarantee cover in every circumstance, and we will tell you within two hours if we cannot attend.
The retainer runs for a minimum of three months, then continues monthly until either side gives one month's written notice. The free emergency shift does not carry over between years and is not refundable. We limit the number of retained clients so that the priority promise remains meaningful; places may not always be available.
Changes and cancellation
Cancel more than 48 hours before a shift and there is nothing to pay. Inside 48 hours we charge half the shift, because the staff member has already been scheduled. Standing rota agreements can be ended with one month's notice after the initial three-month term.
Access and keys
You are responsible for providing safe access to the property. Where we hold keys or entry codes, this is recorded in writing and codes are stored separately from addresses. Tell us when a booking ends so codes can be changed.
Our staff
Everyone we send is vetted, referenced and covered by our public liability insurance. We work to your checklist and your standards. If you are not satisfied with a shift, tell us within 48 hours and we will put it right.
Standard audit
A standard audit is a half-day inspection of your property from a guest's point of view, followed by a photographed written report within 48 hours. The fee is £195 for properties of up to eight letting rooms; larger properties are quoted before we attend.
If you book chargeable work with us within 30 days of the report date, £95 of the audit fee is credited against that invoice. The credit applies once and cannot be exchanged for cash. The report is yours regardless of whether you book anything, and carries no obligation.
The audit is an opinion based on what we observe on the day. It is not a statutory inspection and does not replace fire, gas, electrical or food hygiene assessments carried out by a qualified inspector.
Payment
Bank transfer on completion for one-off shifts, or monthly invoicing for standing rotas. Full property cover takes a deposit at confirmation. Invoices are due within 14 days.
Liability
We carry public liability insurance and a certificate is sent with your quote. Nothing in these terms limits liability for death or personal injury caused by negligence, or for anything else that cannot be limited by law.
Law
These terms are governed by the law of England and Wales.