BOOKING TERMS AND CONDITIONS
These terms and conditions form the basis of the contract for your holiday, so please read them carefully. Your normal statutory rights are not affected.
Your contract is with the owners of Stay, and references to ‘you’ or ‘your’ are references to the person making the booking and all members of the holiday party.
1. MAKING A BOOKING
To make a booking you will be required to complete our online booking request form. Once received and accepted, we will tentatively reserve your chosen holiday dates and send confirmation of this via email.
The contract will then be formed, so you should carefully check the details of our booking acceptance and inform us immediately of any errors or omissions.
We will also send you details of how to pay.
We reserve the right to refuse booking requests without explanation.
2. PAYING FOR YOUR BOOKING
Where more than 28 days exist between us accepting your booking request and your planned arrival date, you are required to pay a 20% deposit in order to secure your booking. The 80% balance, together with the security deposit must then be received at least 28 days prior to your planned arrival date.
Where 28 days or less exist between us accepting your booking request and your planned arrival date, you are required to pay for your holiday in full, to include the security deposit.
Once your payment has been received, we will confirm that your booking is secure and your chosen dates will be changed from tentatively reserved to booked.
If we fail to receive your payment within 48 hours of accepting your booking request, we may treat your booking as being cancelled by you and your chosen dates will be made available for others to book.
Likewise if you fail to make a balance payment due to us, in full and on time, we may treat your booking as being cancelled by you and your chosen dates will again be made available for others to book.
In this instance your 20% booking deposit will not be refunded.
3. SECURITY DEPOSIT
For each booking we require a £250 security deposit to be held against reasonable costs of any additional cleaning, repair of damage and/or the replacement of property, furnishings, fixtures and fittings, in excess of normal wear and tear.
Similarly the security deposit will be held against against any supplement(s) due for pet guests or use of Stay’s electric vehicle charger that were not declared at the time of booking.
Your security deposit will be returned to you within 14 days of your departure, less any deductions in accordance with the conditions listed above.
Should we deem a deduction necessary, we will contact you within 7 days of your departure to discuss.
4. PAYMENTS FROM INTERNATIONAL GUESTS
International money transfers are often subject to transaction charges. Where such charges apply, you are required to pay these when sending your payment(s) to ensure that the full amount(s) due are received at our UK bank.
5. IF YOU CANCEL OR AMEND YOUR BOOKING
Should you need to cancel or amend your booking, you must inform us in writing as soon as possible. A cancellation will not take effect until we receive notification from you in writing.
Where only the 20% deposit payment has been made at the point of cancellation, the deposit will not be refunded.
Where full payment has been made at the point of cancellation, 50% will be refunded providing written notification of the cancellation is received more than 28 days prior to your planned arrival date. Cancellations made at 28 days or less before your planned arrival date will result in no element of the amount(s) paid being refunded.
6. IF WE CANCEL OR AMEND YOUR BOOKING
We do not expect to have to make any changes to your booking but unforeseen problems can occur and very occasionally we may have to cancel or alter bookings. In the unlikely event of this happening, we will contact you as soon as is reasonably practical to inform you of the cancellation or change to your booking.
Should it become necessary for us to cancel your booking, we will refund any money that you have paid.
7. ARRIVAL AND DEPARTURE TIMES
You can arrive at Stay from 4:00pm on your arrival date and must leave by 10:00am on your day of departure. In some circumstances we can accommodate earlier arrivals or later check-outs, but this must be agreed in advance with the owners and an additional fee may apply.
If you fail to arrive by midday on the day after your planned arrival date and have not advised us of your late arrival, we may treat the booking as being cancelled by you.
8. YOUR OBLIGATIONS
You agree to comply with these terms and conditions, along with any other reasonably made requests from the owners or Property Managers of Stay, and to ensure that they are observed by all members of your party.
You must not smoke anywhere within the property.
You must not change the makeup of the party from that submitted on your booking request form, nor allow anyone not listed on your booking request form to reside at the property.
You must seek authorisation from the owners should you wish to invite anyone not listed on your booking request form to enter the property.
You must notify the owners at the point of booking should you wish to take any pets to the property. Those permitted by the owners to bring pets must do so strictly in accordance with our rules regarding pets, set out in Section 9 below.
You must comply with our arrival and departure times set out in Section 7 above. Any waiting time charges levied by our turn-around team through your late departure will be deducted from your security deposit.
You must take all necessary steps to safeguard your personal property, as no liability to you is accepted in respect of damage to or loss of such property, except where the damage or loss is caused by our negligence.
You must ensure that each member of your party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage and other property) and health insurance (including evacuation and repatriation coverage if applicable).
You must keep and leave the property, its furnishings and contents in a clean and tidy condition.
You must not cause any damage to the walls, doors or windows of the property, nor to do anything that may be reasonably considered a nuisance or annoyance to us or the occupiers of neighbouring properties.
If these conditions are not honoured we may refuse to hand over the property to you, or ask you to leave. We will treat any of these circumstances as a cancellation of the booking by you.
You agree to allow us, or any representative of ours to access the property at any reasonable time during your stay for the purpose of essential repairs, or if we have reason to believe that our terms and conditions are being breached.
9. PETS
With prior agreement, the owners of Stay may allow a maximum of two (2) well-behaved and closely-supervised dogs to join your holiday party. You agree to notify us of any dog guests when completing a booking request form.
No pets other than dogs are permitted, without express permission from the owners at the time of booking.
Guests found to have brought pets to Stay without the owners permission shall have our £25 ‘per pet guest’ supplement deducted from their security deposit.
Dogs are strictly not allowed into the carpeted bedrooms.
Any damage caused by your dog(s) or the need for additional cleaning over and above that reasonably expected, may result in an appropriate deduction from your security deposit, or a claim against you should the cost to rectify the damage exceed the sum in deposit.
You are required to remove all dog waste from the gardens and grounds of Stay. If dog waste is left for our turn-around team to clear up, then you agree to £25 being deducted from your security deposit.
10. ELECTRIC VEHICLES
Guests are not permitted to charge electric vehicles by way of trailing power leads from sockets within the house. Stay is equipped with a 7kW electric vehicle charger in the parking area for guests to use on a pre-paid supplement basis of £10 for each night of their booking.
Guests found using trailing power leads will be asked to remove them and use the electric vehicle charger instead. In this instance the charging supplement of £10 for each night of your booking will be deducted from your security deposit.
10. ACCESSIBILITY
Stay sits in a gently sloping plot and is accessed via a flight of 8 steps at the front of the property, or via an alternative flight of 8 steps that lead from the parking area. There is a step down from the property onto the rear patio and the grassed rear garden is also accessed via a short flight of steps.
Sadly, Stay is therefore not suitable for wheelchair users at this time, and may not be safely accessible to those with restricted mobility.
Your booking is made with your acceptance of the above, and the acknowledgement that the owners of Stay accept no liability for any falls or injuries sustained by you.
11. COMPLAINTS
Considerable effort has been made to ensure that you have a safe, enjoyable and memorable holiday, however should you have any cause for complaint during your stay it is important that you let the Property Manager or owners know as soon as possible, so that any problems can be speedily resolved.
If a complaint cannot be satisfactorily resolved during your holiday, you must write to the owners with full details of the complaint within 28 days of your departure.
12. LAW
The contract with you is governed by the law of England and Wales and we both agree that any dispute, matter or other issue which arises between us will be dealt with by the Courts of England and Wales. Your booking is made as a consumer for the purpose of a holiday and you acknowledge that no liability can be accepted for any business losses howsoever suffered or incurred by you.