Terms of Use

Terms and Conditions

Last updated: March 2024, version 3.

1. Introduction

  • Welcome to Away & Stay Ltd, company number - 15318066, registered office address - 40 Broadway Lane, Bournemouth, England, BH8 OAA. 
  • These terms and conditions outline the rules and regulations for the use of our serviced accommodation properties. By booking and staying at our properties, you agree to comply with and be bound by the following terms and conditions. If you disagree with any part of these terms and conditions, please do not proceed with your booking.

2. Definitions

  • "We", "Us", "Our" refers to Away & Stay Ltd
  • "You", “Client”, “Guest" refers to the person or entity booking and/or staying at the property
  • "Property" refers to the serviced accommodation provided by Away & Stay Ltd

3. Booking rights

  • By booking accommodation with us, you/and or company, agree that by no means do you have the right to stay beyond your confirmed booking and agreed period. You agree the property is classified as a ‘Holiday Let’, which further denies the rights to act as a tenant under both, Rent act 1977 and any assured tenancy or assured short-hold tenancy under the Housing Act 1988.

4. Booking and payment

4.1. Booking confirmation

  • A booking is confirmed when full payment is received. Payment can be taken via a bank transfer or through a payment link 'crezco'. Confirmation will be sent either by an email or message.
  • Confirmation will be confirmed via OTA (online travel agent) such as Airbnb, Booking.com etc, or by a confirmation message/email by us.
  • We reserve the right to refuse any booking at our discretion.
  • All guests must be over the age of 18 or have suitable parent or guardian supervision. This is to ensure safety and obligations to the rules, terms and conditions that follow. We reserve the right to request proof of age, (driving licence/passport) will be suitable. Failure to provide the above evidence may result in a cancellation of your booking with no refund given.
  • A security deposit may be taken prior to confirming the booking to cover the cost of damages, breakages, soiled linen/soft furnishings, this will be communicated, made aware to you and agreed by us for the nature or purpose of your visit. An inspection will be followed once the guests have departed and deposit or part of, returned to the guest. Please allow up to 7 days for payment to be processed. For disputes, see clause 11.2.

4.2. Payment terms

  • Payment must be made in full at the time of booking. Payments will be accepted from sources in clause 4.1. By confirming payment, you authorise us to take the agreed payment, fees and additional charges from your selected back account.
  • We accept all major credit, debit cards and back transfers for direct bookings. The fees included and associated with these transactions are charged to the guest. We do not accept cash, cheques or payment plans unless specified and agreed by us. This will be confirmed through writing.

4.3. Rates

  • We withhold the right to change our rates and are subject to change without prior notice.
  • Rates include applicable taxes unless otherwise stated.
  • VAT is stated where applied.

5. Cancellation and refunds

5.1. Cancellation by guest

  • To receive a full refund, guests must cancel within 48 hours of booking, and the cancellation must occur at least 14 days before check-in. If the booking is cancelled outside the above criteria (after 48 hours and/or before 14 days of the booking), the full amount will be charged and we withhold this right.
  • If booking with us via another online portal or online travel agent, such as Booking.com, Airbnb, Homeaway, TripAdvisor, Expedia etc, cancellation must be made in accordance with their policy and they will notify us.
  • If guest no-shows occur, we will consider this as a cancelled booking and the full amount will remain charged and rights held by us.

5.2. Cancellation by us

  • In the unlikely event that we need to cancel your booking, we will provide a full refund. We will use reasonable efforts to contact you and inform you of the cancellation via email, message or phone call with the number you have provided.
  • We will endeavour to arrange suitable cover for your stay(s) if cancelled, within the availability of the properties operated by ‘Away & Stay’.
  • We shall not be liable for changes, cancellations or any other effect on your booking due to events beyond our reasonable control (force majeure), including (by way of example only and without limiting the generality of the foregoing) terrorist activity, industrial disputes, natural or manmade disasters, fire, adverse weather conditions and the property becoming inhospitable.

6. Check-in and check-out

6.1. Check-in

  • Check-in time of 4pm, on the agreed arrival date, this is confirmed prior to completing the booking.
  • Early check-in may be available upon request and is subject to availability. We will try to accommodate this service to the best of our abilities. Additional costs may be requested for this service.
  • The properties are fitted with security lock boxes, the code, precise location of the property and instructions will be communicated to the guest once the booking process has been completed.
  • If you cannot check in due to unforeseen circumstances or will arrive later, ensure to contact us immediately via email or telephone for support if needed. See clause 14 for contact information.

6.2. Check-out

  • Check-out time of 10am, this is agreed prior to completing the booking.
  • Late check-out may incur additional charges and is subject to availability. We will try to accommodate this service to the best of our abilities. Additional costs may be requested for this service.
  • Once you leave the property, you waive any rights to claim around the service provided by us, property condition and any repairs/maintenance/damage caused that was not highlighted, following an inspection by us. Full cost of labour, parts and fees associated will be charged to the guest.
  • If you cannot check out due to unforeseen circumstances, ensure to contact us immediately via email or telephone for support if needed. See clause 14 for contact information.

7. Use of property, rules, health and safety

7.1. General use

  • The property is to be used for holiday let purposes only.
  • Commercial filming, photography and drone footage is strictly prohibited. Unless otherwise agreed and confirmed by us.
  • Guests are responsible and entirely liable for the safeguarding of vehicles left at the property. We accept no liability to loss or property, theft, damage or stolen goods left in vehicles.
  • Guests must contact us within the first 2 hours of entering the property to raise any issues or concerns. After this time, we will assume the property is in good condition, clean and to our standard provided. Failing to raise issues after this allotted time will forfeit any claims made against us.
  • Guests must comply with all applicable laws and regulations during their stay.
  • Anyone found using or under the influence of illegal drugs or substances classified under the Misuse of Drugs act (1971) will be reported to the police and asked to leave the premises. We reserve the right to retain the full booking payment.
  • Smoking is non-permitted in the property. If guests wish to smoke, please use the ashtrays provided outside. If we suspect or find evidence to this, a specialist cleaning service will be used and a full cost of £300 will be charged to the guest.
  • Guests are expected to leave the property in the exact same standard as how it was provided. Rubbish stored in the bins provided (recyclables separate), doors closed and left locked, key returned to lockbox, lights and power sources switched off. If additional cleaning services are required, the cost, fees associated will be charged to the guest.
  • Guests agree that by no means is subletting, renting to a tenant, lodgers or additional guests is sanctioned to take place at this property. Guests have no rights to loan, sell, or rent this property that incurs an income. If guests are found to have breached any of these rules, immediate eviction will be enforced by us or local authorities. We reserve the right to retain the full booking payment.
  • We withhold the right to cancel any bookings without written notice.

7.2. Health and safety

  • Smoke alarms are fitted to the property and tested regularly. In the event of a fire, leave all possessions and evacuate immediately and report to the muster point displayed on the information poster inside the property. You must coincidentally alert the fire emergency services and us as soon as reasonably practicable.
  • Emergency lighting by means of a torch is equipped on the premises to be used in the event of a power cut/fire. You agree that this equipment and safety information signs must remain after your stay.
  • A first aid kit is located on the premises.
  • All walkways, emergency exits must be free of obstruction at all times, the responsibility and liability lies with the guest.
  • Guests agree to use all appliances and amenities as designed. We are not liable for any injury or accident related to misuse of equipment. If you suspect an issue for any appliance, object or electrical equipment, contact us immediately.

7.3. Pets

  • Pets in all aspects are not allowed in the property unless agreed specifically by us.
  • If suspected breach of above terms, a specialist cleaning service will be used and a full cost of £300 will be charged to the guest.

7.4. Maximum occupancy

  • The maximum number of guests allowed in the property will be communicated before booking confirmation.
  • The property capacity must never exceed the set amount. This is to comply with The Regulatory Reform (Fire Safety) Order 2005 as amended by the Fire Safety Act 2021. Any guests found to be in breach of this term will be asked to leave the property, will forfeit their booking and payments alongside. No refund will be issued.

7.5. Conduct

  • Guests agree to treat the house, its content and surrounding neighbours with respect.
  • Parties are prohibited in the house or excessive noise during the hours of 10pm-7am. Guests may be asked to leave the premises if in breach of this term and payment/deposit/fees forfeited.
  • Excessive noise, parties, and illegal activities are strictly prohibited and will be reported to the local authorities.
  • Under no circumstances will the guest/s use threatening, aggressive or violent behaviour to our staff or surrounding neighbours. We reserve the right to vacate guests from the property for any of the previous behaviours. No refund, deposit or funds will be reimbursed to the guests following this.

7.6. Keys

  • Keys will be issued during check-in and information regarding this will be available to you. The responsibility and liability is then passed onto the guest and will be subject to replacement costs if lost or misplaced.
  • If the keys are lost/stolen, the guest must immediately contact us to arrange a replacement/locksmith. A cost of £50 will be charged to the guest for this service.
  • The keys shall be left in the lockbox provided once confirmed all doors are locked.
  • Guests agree that by no means can the locks be replaced, repaired, changed or modified under any circumstances without our permission.
  • Additional or duplicate key generation is not permitted by the guest.

8. Maintenance and damages

8.1. Maintenance

  • We aim to maintain the property in good condition. Any issues, damages, leaks, blockages/sewage draining issues, faults, power cuts etc, should be reported to us immediately. We will endeavour to resolve the issue as soon as reasonably practicable. We will accept no liability for any of the terms stated, see clause 9.2.
  • Once you have checked into the property, be sure to inspect for any damage as you will accept all responsibility, liability for damages that have occurred at the property. See clause 7.1. We hold no responsibility or liability for accidental damages during your stay. Full costs may occur to repair or like for like replacement.
  • Routine inspections are regularly carried out on the property to ensure standards are met, any damages, fire risk assessments. Inspection dates are mandatory and we may be required to enter the house during your stay. We will use reasonable effort to notify you by means of email or message.
  • Guests must not conduct, attempt or carry out any repairs on the property or its contents including but not limited to; boiler, fuse box, locking mechanisms, electrical equipment, doors, radiators etc. If the guest is found to be negligible for any repairs, the full cost of bringing said item(s) back up to legal standard will be applied to the guest.
  • If a maintenance call out is required and issues/damage found to be a direct result of misuse or incorrectly operated by the guest, we reserve the right to charge the cost of the callout, labour and parts associated to the guest.

8.2. Damages

  • Guests are responsible for any damage caused to the property during their stay. We will accept no liability for this.
  • Any damage to doors, the roof in its entirety, windows, floors and carpets, electrical appliances, cutlery, crookery, lighting, lighting fixtures, toilet, shower, soft furnishes, driveway, fencing will be investigated and if the guest is found to be negligible, compensation may be requested to us to repair, replace for a like for like.
  • All damages must be reported immediately to us.

9. Liability

9.1. Guest belongings

  • We are not responsible for loss, theft, or damage to guests' personal belongings.
  • Guest belongings are their responsibility and we hold no liability for loss, theft or damages occurred during your stay.
  • If any belongings are left behind by accident, we will secure said items for 7 days. Items can be collected and or rather, mailed to an address provided. The guest will be responsible for the full cost of this service. We will then hold no liability beyond this period.

9.2. Injury, accidents and loss of service

  • Guests stay at their own risk. We are not liable for any accidents, injuries, illnesses or deaths that occur during the stay.
  • Children under the age of 18 must be supervised at all times.
  • We accept no responsibility for the loss of income, business costs or any indirect or direct costs associated with loss of power, gas supply, water supply and/or ingress, natural disasters (forced majeure) or the property becoming uninhabitable that were unforeseen at the time of booking.

10. Privacy and data protection

10.1. Data protection

  • We respect your privacy and are committed to protecting your personal data. Please refer to our Privacy Policy for detailed information on how we collect, use, and protect your information.
  • We are governed by law to comply with the The Data Protection Act 2018 General Data Protection Regulation (GDPR).

10.2. WiFi and security

  • Wifi is available at our properties and guests may use in guidance with The Data Protection Act 2018 the General Data Protection Regulation (GDPR). We accept no liability or loss of service associated with connection, viruses, loss of data or data transferred, or malware downloaded on any personal devices.
  • Guests must always use safe, secure and recommended websites. You agree to these terms and accept the responsibility associated with them.
  • Any guests suspected or found guilty of illegal acts subject to but not limited to; terrorism, pornography, hacking, online fraud, cyber-bullying, dark web interaction etc. Will be evicted from the property and reported to the police. The guest will forfeit their booking payment in its entirety.

11. Complaints and dispute resolution

11.1. Complaints

  • Any complaints should be reported to us as soon as possible to allow us the opportunity to address the issue.
  • Complaints should be raised through email, written letter or chosen OTA platform (airbnb, booking.com) in accordance with their rules and guidelines.

11.2. Dispute resolution

  • Any disputes arising from these terms and conditions will be resolved through negotiation in good faith. If unresolved, the dispute may be referred to mediation or arbitration ombudsman. Allow up to 6 months for a dispute to be closed.

12. Amendments to terms and conditions

  • We reserve the right to amend these terms and conditions at any time. Changes will be posted on our website and will take effect immediately.

13. Governing law

  • These terms and conditions are governed by the laws of England and Wales. Any legal action or proceeding relating to your use of our services shall be instituted in a court in England and Wales.

14. Contact information

For any queries regarding these terms and conditions, please contact us at:

  • Away & Stay Ltd, 40 Broadway Lane, Bournemouth, Dorset, England, BH8 0AA
  • info@awayandstay.co.uk

By proceeding with your booking, you acknowledge that you have read, understood, and agree to these terms and conditions. Thank you for choosing Away and Stay Ltd for your accommodation needs. Have a wonderful stay!