Terms & Conditions
Please read these conditions carefully. All reservation requests are considered to be an acceptance of these conditions.
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. Please call us on 01287 658171 if you have an existing booking that you think maybe impacted.
When you make a booking with one of Our Properties you enter into a contract for which the following terms & conditions apply.
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 653990, sending an email to email@example.com, 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 Limited, act only as agents for the owners of the accommodation. In all circumstances, the Contract of Letting is between you, the guest, and the 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.
Host & Stay work in partnership with SUPERHOG which means when booking with us, your stay will be protected by a Deposit Guarantee up to the value of £500. This guarantee will be covered within the Booking Fee paid to Host & Stay by the guest.
After your booking is confirmed we will pass basic information including; first name, surname, email address and telephone number to SUPERHOG so they can contact you to become a verified guest.
Should you wish to opt out of being contacted by SUPERHOG and having your reservation covered with our guest guarantee please contact SUPERHOG at hello@SUPERHOG.com
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 60 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 60 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 60 days prior to your check-in date.
We will attempt to charge your card for the remaining balance exactly 60 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 60 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.
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.
The rental period commences, unless otherwise notified, at 3:00pm on the day of arrival and terminates at 10:00am on the day of departure.
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 & SECURITY DEPOSIT
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.
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.
When paying the balance, you authorise us to take up to £500 for any damage that occurs at the property during your stay unless you have successfuly verified with SUPERHOG. The day before arrival Our Properties will pre-authorise your nominated card for the deposit amount. This pre-authorised amount will be held on the payment card used for settling the balance of your holiday. Should you wish to use an alternative card you will have the opportunity to provide card details when paying the balance of your holiday either online or over the phone. Please be aware the pre-authorisation will not show as a transaction on your statement as the amount is simply held and will be released in full within 14 days of departure, provided no loss or damage has been incurred and the property is left in good order.
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.
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.
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 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.
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 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 and one hand towel are provided for you and each member of your party plus two tea towels. Additional hand towels are provided in each toilet facility. 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.
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.
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 insurance 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. 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. Our Properties has ensured 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: https://hostandstay.co.uk/stay/rewards-terms-conditions/
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 firstname.lastname@example.org. 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 15 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.
LIABILITY & COMPENSATION
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.
Telephone: 01287 658171