Terms and Conditions
1. YOUR BOOKING
1.1 The rates are based on your period of stay. Upon successfully completing your booking and receiving your confirmation, you are entering into a contract with Stayo as per our Terms & Conditions
The rates that we advertise are inclusive of VAT and have no hidden charges. However, we reserve the right to change any rates from time to time, according to seasonality and demand. Once a booking has been confirmed we will honour the rate quoted unless you amend the booking or our cost of supplying the accommodation service is altered as a result of
currency fluctuations or due to circumstances which are beyond our control.
1.2 Restrictions may apply in certain locations including, but not limited to, minimum length of stay and age restrictions. Where applicable, you will be advised of these at the time of booking. We reserve the right to refuse any booking at any time.
1.3 Once you receive your confirmation, please check all details carefully. For any inaccuracies in the booking, please inform us immediately and in writing. However, we regret to inform you that we cannot accept any liability if we are not notified of any inaccuracy in the documentation.
1.4 Payment in full is required at the time of booking unless agreed otherwise. If payment does not reach us at the required time we reserve the right to suspend or cancel any booking made.
Payment must be made in Pounds Sterling by Credit or Debit card. We accept all major Credit/Debit cards, including American Express Card (Amex). We may pass your Credit/Debit card details onto a third party to process any payments. Payments by Bank Transfer (BACS) are also accepted provided they reach us no later than one full month before the check-in date. Bank details available on request.
For bookings made within 24 hours of check-in, the guest will get 2 hours to complete the payment.
For bookings made within 48 hours of check-in, the guest will get 12 hours to complete the payment.
For bookings made over two full months in advance of the date of arrival, we offer the option to split the payment over two separate transactions. A reservation fee, equivalent to no less than 40% of the value of the reservation, must be paid at the time of booking; the remaining amount must be received by us no later than one full month before the date of arrival. As stated, this option must be agreed in writing at the time of booking.
1.5 A Security Deposit to cover additional charges will be taken on the date of check-in. The Security Deposit will be pre-authorised on your Credit or Debit card two days prior to the check-in date and will be released the day after check-out once the status of the apartment has been confirmed. We require a security deposit up to £500 for all bookings.
We reserve the right to claim part or all of the Security Deposit to cover any additional charges including breakages, damages, extra cleaning, unauthorised late check-out, lost key(s), fob(s) or access cards(s), missing tablet or charger, and further accommodation charges.
Item Charges
Evidence of smoking – £250
Very Dirty Flat Leading to Delay of Next Guest – £150
Missing key/fob/access card – from £100
Lock change – £50
Property damage – full cost of repair
Party – £250.00 + damages and charges
OOH Callout (only) – lockout – £100
Eviction – £250
Unauthorised late checkout – up to the full night’s rate
1.6 We do not expect to have to make any changes to your booking, however occasionally bookings have to be changed or cancelled or errors in information or other details corrected and we reserve the right to do so. If this does happen, we will contact you by email where reasonably possible. If a change has to be made or your booking has to be cancelled we will, if possible, offer you an alternative apartment of similar type and standard in a similar location for the same period. If you do not wish to accept a change or any alternative apartment offered, or we cannot offer you a suitable alternative apartment, you may be entitled to cancel your booking and receive a refund.
If you wish to extend your stay, please give us as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change.
1.7 We are not responsible for the theft and/or damage of your personal belongings during your stay in any apartment booked. Therefore, please make sure you have appropriate insurance in place. In addition, kindly ensure you have appropriate travel insurance to cover cancellation and medical expenses.
1.8 Cleaning before the check-in and at check-out is included in the rate. A free of charge stay over clean is included in the price for any bookings of 8 nights or longer. Additional cleaning during your stay can be arranged at an additional cost to be paid either in cash or by Credit/Debit card in accordance with paragraph 3.3.
1.9 Routine maintenance is carried out regularly by our maintenance team. On occasion we may require access to your apartment to carry out essential maintenance. We will normally give you 24 hours notice except in the event of an emergency when we require immediate access.
Cancellation Terms:
Best-flexible: The guest can cancel free of charge until 3 days before arrival. The guest will be charged the total price of the reservation if they cancel in the 3 days before arrival.
Prepayment of the full amount from our guests is required at the time of booking but will be eligible for a full refund if cancelled with the policy terms.
Non-refundable: The guest will be charged the total price of the reservation if they cancel at any time. Prepayment of the full amount from our guests is required at the time of booking.
Weekly: The guest can cancel free of charge until 5 days before arrival. The guest will be charged the total price of the reservation if they cancel in the 5 days before arrival.
Prepayment of the full amount from our guests is required at the time of booking but will be eligible for a full refund if cancelled within the policy terms.
Monthly: The guest can cancel free of charge until 7 days before arrival. The guest will be charged the total price of the reservation if they cancel in the 7 days before arrival.
Prepayment of the full amount from our guests is required at the time of booking but will be eligible for a full refund if cancelled within the policy terms.
* 4 hour grace period – if a booking is made and then cancelled within the first 4 hours, you may be entitled to a full refund.
2. GUEST RESPONSIBILITY
Guests are expected to comply with any regulations for use of the apartment. If any guest breaches any of these conditions or the regulations, we reserve the right to request a guest vacate their apartment immediately without refund.
2.1 Smoking is not permitted in any apartment, apartment building, balcony or communal areas.
2.2 Pets are not allowed in any apartment or apartment building.
2.3 Guests are required to behave in a responsible manner, respect the apartment and their fellow guests. Guests must keep noise to a minimum between the hours of 22:00 and 7:00. This includes causing any sort of anti-social activity, disruption to fellow guests or using threatening or abusive behaviour towards a member of staff on the phone, in writing or in person. Guests are not permitted to use the apartment for any illegal or immoral purposes. In the event that anti-social behaviour takes place, the deposit will be retained and an additional charge of £1000 may apply – this is inclusive but not limited to additional costs incurred.
2.4 In order to ensure our guests enjoy a stay free from disturbance, our minimum age restriction to check-in is 25 years old. Guests are required to submit photo identification on our guest portal before the time of check-in, along with the Guest Arrival Form. If not presented on request, we reserve the right to cancel the booking in line with the cancellation terms (see paragraph 2.9).
2.5 We operate a strict no party policy. Guests are responsible for their visitors and non-residents will not be allowed access to the apartments after 23:00.
2.6 Guests are required to keep the apartment, furniture, fittings and effects in the same condition as on arrival. Guests are required to notify us of any damage, loss or broken items or matters requiring general maintenance. Any damage to the apartment will be charged in full.
We expect our apartment to be left in a reasonable state of cleanliness and order on departure. An additional charge will be made for extra cleaning or specialist cleaning needed in order to return the apartment to a state fit for occupation. Additional charges may include compensation for loss of revenue in addition to cleaning and repairs. (see paragraph 3.3)
2.7 All your possessions should be removed from the apartment on the date of departure. We will retain any lost items for up to 30 days after your departure date. Email: hello@stayo.com for enquiries relating to lost property.
2.8 The earliest possible check-in time for our properties is 15:00. The latest possible check-out time is 10:00. A late check-out is only possible upon request, pending availability. This comes at an additional fee as outlined in Additional Charges in paragraph 3.3.
2.9 Upon receiving your booking confirmation of your reservation, you are required to complete and submit your personalised Guest Arrival Form with all useful details for your check-in. Please note that a copy of your ID must be uploaded onto the Guest Portal, along with the Guest Arrival Form. Failure to provide the requested documents by the day of your check-in may result in delays and cancellation of your booking.
Several of our apartments do not have reception desks and you will be given a code to enter the building and details of key collection once your booking is confirmed. It is important that you have this information with you on arrival and, where notified, contact us in advance to confirm the arrival procedure.
3.0 In the event that we feel there has been a breach of our terms and conditions, we may enter the apartment without notice to investigate.
3. YOUR APARTMENT & ADDITIONAL CHARGES
3.1 All apartments are occupied as serviced apartments and are only to be used as temporary or holiday accommodation for you, or your organisation. No relationship of landlord and tenant is created and no statutory security of tenure exists now or when the period of occupation ends. If you or any member of your party fails to vacate at the end of the period you will be charged the appropriate accommodation charges for the continued period of occupation. No persons other than the guests have the right to use the apartment.
3.2 The maximum number of guests permitted in an apartment is determined by the number of beds in the apartment. If the maximum number is exceeded then we may refuse access to the accommodation and/or reserve the right to charge for additional apartments.
Children between the ages 0-3 years are not counted when determining the maximum number of guests allowed in any given apartment as these can be accommodated in a baby cot which we can provide.
3.3 Additional Charges:
Service/Item Charge
Late checkout: £25.00 per hour (applies from 10:01 to 13:00) – subject to availability
Early check-in: £25.00 Per hour before 3 pm.
High chair free of charge upon request
Baby cot free of charge upon request
Extra Cleaning
Between £75 to £150 (price varies depending on the apartment booked – please call or email for more details and to check for availability)
Extra linen – £20 per person
Extra towels – £20 per person
Extra duvet – available on request, extra charges may occur depending on availability
Extra pillow set – £20 per pillow
Inflatable mattress – £150
*Please note that special requests are subject to availability and additional charges may apply
4. CONTACT US
4.1 The Stayo Team is available Monday to Sunday between 09:00 and 02:00.
For any issues or emergencies call us on +44 (0) 20 3198 2384 or email us at hello@stayo.com