Terms & Conditions of Booking
Please read these conditions carefully as they act as your Agreement of Booking. All reservation requests are considered to be an acceptance of these conditions.
CONTRACT
When you make a booking with one of Our Properties you enter into a contract for which the following terms & conditions apply.
BOOKINGS
The booking will be accepted and the contract will apply when we issue an email to you confirming your booking. You may make a booking by contacting us directly by telephone on 01287 658171, sending an email to stay@hostandstay.co.uk, or by completing our on-line booking process on the website at www.hostandstay.co.uk. Bookings must be made by persons over 18 years old.
Host & Stay (Us) act only as agents for the Owner of the accommodation. In all circumstances, the Contract of Letting is between You (the guest), and the property Owner. This agreement is made on the basis that the property is to be occupied by you for a holiday (as mentioned in the Housing Act 1988 Schedule 1 paragraph 9 or similar legislation in other jurisdictions) and that you acknowledge that the tenancy granted by this agreement is not an assured tenancy and that no statutory periodic tenancy will arise when it ends.
PAYMENTS & REFUNDS
Our Properties accept all major credit & debit cards. There is no charge for using a credit card. Cheques are not an acceptable method of payment. Overseas guests may pay in pounds sterling by Mastercard, Visa or by electronic transfer. Any charges for payments from overseas will be passed onto you.
Once Our Properties has confirmed the booking to you a minimum administration fee of £25.00 plus VAT is payable for all changes to the booking.
Bookings made within 75 days of your holiday start date must be paid for in full, including any additional charges and security deposit.
Upon payment of the deposit, you will remain liable for the full holiday rental when due if this has not already been paid.
For a booking made more than 75 days before your check-in date, a deposit of 25% of the total rate is payable with the remaining balance being due a minimum of 75 days prior to your check-in date.
We will attempt to charge your card for the remaining balance exactly 75 days prior to your scheduled check-in date. If payment of the balance is not able to be processed by Our Properties on or by 75 days before the check-in date Our Properties reserve the right to cancel the reservation & retain the deposit. No refunds will be provided for a cancellation of the reservation after payment has been received.
CANCELLATION
If you should need to cancel the booking for any reason you must notify Our Properties in writing via the email address stated in these Booking conditions.
If you should cancel more than 60 days before your arrival, you will be refunded your deposit in full. Should you cancel between 60 days and 30 days before your arrival date, you will be liable for 50% of the full booking value. Cancellations inside 30 days will be liable for 100% of the booking value and Our Properties reserves the right to keep the full balance.
Should you wish to cut short your holiday before the end of the rental period no refund shall be given for the period of time during your rental period where you do not occupy the property.
COVID-19 BOOKING POLICY
Any bookings impacted by government enforced restrictions due to the impact of COVID-19 may be eligible for a full value credit note, or a free change of dates depending on the date the reservation was made.
RENTAL PERIOD
The rental period commences, unless otherwise notified, at 4:00pm on the day of arrival and terminates at 10:00am on the day of departure. Any guests found to enter the property prior to the allocated check in time or those who choose to vacate the property after the stated check out time will be subject to additional charges.
USE OF PROPERTY
You agree that the number of people staying in Our Properties will not exceed the maximum number stated on the website.
You agree that Our Properties will be used for personal and domestic purposes only. You shall not use the property for any commercial purpose. Our Properties reserves the right to terminate without notice and without refund for a breach of this condition.
You agree that Our Properties will not be used for any activity or in such a way as to cause a nuisance or annoyance to neighbours of the property.
CARE OF PROPERTY
When paying the balance, you authorise Us to take up to £500 for any damage that occurs at Our Properties during your stay.
You and all members of your party agree to keep Our Properties and its contents in the same condition and repair as found on your arrival. You acknowledge that you are liable to pay for all Property Damage to, at, or in the Property during your Booking which was directly or indirectly caused by your action or inaction.
If either you or any of your party by act or omission cause damage to Our Properties and or its contents, you agree to pay Our Properties upon written demand any reasonable costs incurred in making good any such loss or damage. If you do not report Property Damage to Us which can be demonstrated to have been caused during the Booking, then it will be assumed that the Property Damage was caused by you and you accept liability for the damage.
You agree to compensate Us and/or the Owner of the property for any fees or charges that may become payable, including compensation to occupiers of neighbouring premises caused by your actions or failure to fulfil any of the obligations in this Agreement.
The Property may only be used for purposes permitted under this agreement. Any appliance, fixtures and fittings must be operated in accordance with provided instructions and in a reasonable and careful manner. There is a strict policy against Parties in or at the Property, unless pre-approved in writing by Us.
Please note you will not be charged for the odd broken glass or cup however charges will be made for any damage to the property or its contents or if any additional cleaning costs are incurred. Fake tan, hair dyes & henna products are not permitted to be used in Our Properties and any costs associated with extra cleaning/replacement by any of these will be taken from your authorised security deposit provision.
You must ensure that Our Properties is left in a reasonable, clean and tidy state on your departure. We may charge you for the cost of any additional cleaning should this be deemed necessary.
SECURITY DEPOSIT AND DAMAGE WAIVER
Where the payment of a Security Deposit is required for a Booking, details of the required deposit amount will be clearly stated within the property listing details. A non-refundable administration fee will be payable in relation to the taking of a Security Deposit, the details of which will be made clear before you make any payment.
We may provide alternative Security Deposit options. You will not be liable for accidental Property Damage up to the state limit where you have chosen to purchase a Damage Waiver in relation to that Booking.
Security Deposit
All Security Deposit payments and related fees will be taken by Us via Our guest damage protection platform, CoverMe, as per the details provided at the point of payment. The stated administration fees will be taken within 24 hours of making a payment, and the deposit will be taken 14 days before your check-in date, or immediately if the check-in date is less than 14 days from the point of making the booking.
If you fail to make the Security Deposit and administration payments in full your booking may be cancelled, and we reserve the right to retain the full booking amount.
The Security Deposit will be released 14 days after check-out, unless we have been notified of potential Property Damage, in which case we reserve the right to retain the deposit until an investigation into Property Damage has been completed. Please note that although the funds will typically show in your account after 3-5 days, this is dependent on your banking provider and can take up to 10 working days. Any administration fees are non-refundable.
If Property Damage has occurred, we have the right to retain funds up to the Security Deposit amount for the Booking as part of compensation for damage. No further notice is required in order to retain funds up to the Security Deposit amount, although we will in all cases retain appropriate evidence in relation to the Property Damage.
Accidental Damage Waiver
We may give you the option to purchase an Accidental Damage Waiver in relation to your booking. In return for a non-refundable fee, the Accidental Damage Waiver covers the cost of making good any loss or damage to the selected property and/or its contents caused through an accidental act or omission of you the Guest (or any of your accompanying guests) up to the stated amount.
Where any Property Damage caused exceeds the Accidental Damage Waiver stated amount, as per our Guest Agreement, you agree to pay Host & Stay, upon written demand, any reasonable costs incurred in making good any such loss or damage.
If Accidental Property Damage does occur during your stay, you must notify us prior to your scheduled departure date and time. Please notify us via phone (01287 658171), or via email to info@hostandstay.co.uk with information relating to the incident.
Failure to notify us of the accidental damage occurrence prior to your departure will lead to the damage being treated as malicious, and you will therefore be liable for the full cost of the damage.
We have the right to retain funds up to the value of £500 if malicious damage occurs during your stay as part of compensation for Property Damage. No further notice is required in order to retain these funds, although we will in all cases retain appropriate evidence in relation to the Property Damage. Our team will then contact you to agree a satisfactory resolution.
Criminal, malicious or wilful damage, and damage caused by pets, will not be covered by the Accidental Damage Waiver.
SECURITY AND ACCESS
Our Properties will issue you with a key(s) to the property. All keys must be returned to the key safe on the departure date. If you lose a key/set of keys or lock yourself out of one of Our Properties due the misplacing of keys, we will contact you to recover the cost of the emergency call out and/or replacement keys, or deduct it from your security deposit/pre-authorised card.
Indoor surveillance cameras are strictly prohibited in Our Properties. Outdoor cameras at Our Properties are permitted and must be disclosed. Outdoor cameras are not permitted in areas where guests expect heightened privacy, such as enclosed showers and saunas.
Smart home devices such as TVs and voice assistants are permitted in Our Properties.
Noise decibel monitors are permitted and must be disclosed. resiAIR™ is installed at a selection of Our Properties. This WiFi device monitors energy, heating, lighting, noise, sound levels, occupancy, temperature, humidity and indoor air quality in Our Properties.
These regulations do not extend to devices in communal areas beyond the Our Properties control, such as cameras in the foyer of an apartment building.
SMOKING
You or your party are not permitted to smoke in any part of the property. If it is evident that smoking has occurred during your stay, you may be required to vacate the property and forfeit the remainder of your holiday. At the departure date no sign of smoking shall be evident at the property, otherwise a charge may be made to rectify the issue by the effects of members of your party smoking up to and including liability for the cost of cancelling all or part of any subsequent bookings if the property has been rendered uninhabitable.
PETS
Pets are permitted at the majority of our properties as long as Our Properties management has been made aware at the point of booking. Please check before booking. Additional charges may apply.
COTS & HIGH CHAIRS
All baby equipment, bedding & linen must be provided by you.
BED LINEN & TOWELS
Clean bed linen will be provided at the start of your stay. No change of bed linen will be provided except where the duration of the rental is for two full weeks or longer in which case a weekly change of bed linen will be provided. Our Properties expects you and your party to use the washing machine and tumble dryer where provided to wash towels and tea towels during your stay. One bath sheet is provided for you and each member of your party plus one hand towel per bathroom and one tea towel. A charge will be deducted from the security deposit in respect of each towel lost or damaged.
RUBBISH & RECYCLING
You are required to put refuse/recycling in the appropriate place to await collection in accordance with the instructions provided by Our Properties. You are also required to return the bin to the appropriate location following collection. Please notify Our Properties should a collection be missed.
WIFI
Most of our Properties include Wifi for its guests. However, no warranty is given as to the speed of the Wifi service nor its reliability. The Wifi service is provided with the expectation that speeds/data allowance may be limited, and no compensation will be given as a consequence of slow speeds/over consumption of data usage. Wifi may not be available at all times and is provided for pleasure and not business purposes. Bookings cannot be accepted if they are reliant on the provision of uninterrupted and unlimited provision of Wifi.
ACCESS
You or your party must allow Our Properties access to the holiday property at all reasonable times and in the case of emergency at all times with or without you or your party being present. This is to enable maintenance work to be carried out, visits to allow Our Properties to comply with all relevant statutory requirements and the requirement of all regulatory bodies to which Our Properties belong. Our Properties shall be allowed access to the property at any reasonable time during any holiday occupancy.
PERSONAL BELONGINGS/LOST PROPERTY
Our Properties do not accept any liability in relation to any damage to, or loss of your personal property and belongings except where such damage or loss is caused by the negligence of Our Properties. It is your responsibility to ensure that you have adequate holiday cover. Lost property will be held for a period of 14 days from the departure date. Items will be returned to you if requested & you will be asked to cover the cost of postage & packing. Please note that all items will be posted in line with our standard postal days and we cannot guarantee any special postal requests. Alternatively, items can be collected from our Head Office address with prior organisation. Our Properties do not accept responsibility for the safe carriage of any items returned.
HEALTH & SAFETY
For your safety it is important that you read and adhere to the important information provided within Our Properties. This information includes; Fire Safety Notices and evacuation procedures as well as other information regarding appliances. The Owner has ensured that the property is reasonably safe for the purpose of our customers’ needs however each customer has a duty of care to take care of his or her own safety. Please ensure that you use the facilities safely & responsibly.
HOST & STAY REWARDS
You can access full terms and conditions relating to the Host & Stay Rewards programme here.
COMPLAINTS PROCEDURE
We always do everything we can to ensure our guests have a fantastic stay, but we know that from time to time things do go wrong.
Here’s what to do if you need to make a complaint:
If there is something wrong with your accommodation or your stay please contact our Guest Services Team by telephone on 01287 658171 and complete our complaints form straight away so that we can do our very best to put things right. Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns.
If your stay is over and you’re still unhappy, within 5 working days of your departure date please either click here and fill in the form as instructed or, if you prefer to write to us do so via email to info@hostandstay.co.uk. The form or the email must be completed/written by the lead guest that made the booking. Please be sure to include your full name and also include your daytime and evening phone numbers.
We will investigate the complaint fully and the complaints department will look to resolve the complaint within 7 working days of receiving your completed form or email. All resolutions will be confirmed in writing via email, and any refunds that are agreed will be paid within 14 days of the decision being made. This does not include clearing days for the bank system.
Under no circumstances will compensation be made for complaints raised after the holiday has ended if you have not informed our Guest Services Team of your complaint, nor given us the opportunity to resolve the issue during your stay.
If you are unhappy with the outcome of your complaint, you may request a final written response from a Host & Stay Manager within 14 working days of your written request. Should you still be unhappy with the outcome, you may raise a case with the Property Redress Scheme here.
Once we have responded to your complaint with the outcome, you have 14 days to respond, after this time we will consider this complaint closed. Any response given after 14 days will be void.
LIABILITY & COMPENSATION
You acknowledge that you are liable for all costs associated with damage (subject to section 3 above) to, at, or in the Property during your Booking which was directly or indirectly caused by your action or inaction.
You acknowledges that you are liable for the full reservation amount owed and any cancellation or refund is subject to Our cancellation terms.
You agree not to make a Chargeback against Us.
You agree to use the Property only as permitted in this agreement and always in a reasonable and responsible manner.
You take full responsibility for the behaviour of any person you have permitted to enter the Property.
You agree to act as soon as you become aware of any Property Damage or problem to minimise its effects and prevent it becoming worse or causing nuisance to the occupier of any neighbouring premises.
Wherever possible you will take a photographic record of the property at the start and the end of the Booking. If you choose not to do this you acknowledges that it will be hard for you to prove that you did not cause the damage.
You will take steps to ensure the security of the Property.
You will take care to avoid blocking or causing damage to drains or sanitary appliances.
You will keep the Property appropriately and safely ventilated to ensure that there is no build-up of damp or moisture or of cooking smells, smoke, or grease.
All obligations on you in respect of the Property apply equally in relation to any building of which the Property forms part and in relation to any access, parking, or right of way associated with the Property.
You acknowledge that the cost of Property Damage will be determined at Our discretion.
Our Properties cannot accept responsibility or pay compensation for failure to perform any of its obligations if such failure results from events, circumstances or causes beyond its reasonable control, such as breakdown of appliances, plumbing or wiring, loss of internet access, neighbouring building works, interruption of utility services or invasion by pests. Our Properties shall have no liability for any death or personal injury unless this results from the negligence of Our Properties.
Please read these conditions carefully. All reservation requests are considered to be an acceptance of these conditions.
This Agreement sets out the terms on which we provide services in respect of a Booking.
To the extent this Agreement is signed by an agent or representative, it is deemed to also bind each and every guest, and that all Guests have expressly agreed to the terms in this Agreement.
You agree that we may pass on information to third parties in connection with the Booking.
You agree that if you have caused Property Damage and not met your associated liabilities then your details may be held by Superhog on a Watchlist.
GENERAL
Any notices required under this agreement will be deemed if sent by email to you, provided that no such notification of non-delivery is received, and the notice will be deemed served eight hours after sending of the email.
The unenforceability or invalidity of any clause in this Agreement shall not have an impact on the enforceability or validity of any other clause.
This agreement is governed by and construed in accordance with the laws of England and Wales. We and You agree to submit to the exclusive jurisdiction of the English courts.
Telephone: 01287 658171
Email: info@hostandstay.co.uk