Holiday Booking Terms of Service

These Terms of Service apply to the booking and use of holiday cottages through STAYGB LTD.

(1) Introduction

These Terms of Service apply to the booking and use of holiday cottages through STAYGB LTD.

You will be asked to expressly agree to these Terms of Service during the accommodation booking process.

(2) Interpretation

In these online booking terms,
"we" means "STAYGB LTD" (and "us" and "our" will be construed accordingly);
"you" (otherwise identified as the "Party Leader") means our customer or potential customer who places a booking of accommodation under these online booking terms (and "your" will be construed accordingly);
"guest(s)" means people who stay with you at the accommodation;
"visitor(s)" means persons who visit you during your stay at the accommodation;
"accommodation" refers to the item being booked such as holiday cottage/ home located in the United Kingdom;
"operator" means the operator and/or owner of the accommodation;
"arrival" means the date and time denoting the start of the booked period - the earliest time to collect the keys for your accommodation;
"departure" means the date and time denoting the end of the booked period - the time by which you must vacate your accommodation and have completed the checkout procedure;
"inventory" refers to the contents of the accommodation (both inside and outside) and their condition at time of arrival. Operators will typically document their inventory either in writing by producing a Property Inventory document which lists the contents of the property and condition of each item. In some cases this is complemented or replaced by a video inventory. Such evidence may be required in case of any dispute relating to property damage;
"Flex Booking" is an optional extra which can be applied to a booking which permits you to modify the arrival and departure dates of your stay, see Section [9A].

(3) These booking terms

The advertising of accommodation on our website or other advertising material constitutes an "invitation to treat" and your submission of a booking request constitutes a contractual offer. No contract will come into force between you and us unless and until we accept your order in accordance with the procedure specified in this document.

We may not file a copy of these booking terms specifically in relation to your booking. We may update the version of these booking terms on the website from time to time, and we do not guarantee that the version you have agreed to will remain accessible. We therefore recommend that you download, print and retain a copy of these booking terms for your records. The only language in which we provide these booking terms is English.

(4) Warranties

We warrant that the services provided under these booking terms will be provided with reasonable skill and care.

You warrant and represent to us that: (a) you are legally capable of entering into binding contracts, and you have full authority, power and capacity to agree to these booking terms and conditions; (b) the information provided in or in connection with your booking request is accurate and complete; (c) you are entering into the contract under these booking terms as a consumer, and not in the course of a business; (d) you will be able to arrive and depart on the specified dates and times; (e) you meet the further conditions stated in the individual property details (particularly those regarding smoking, pets and children); (f) you are at least 18 years of age.

(5) The booking process

Bookings of accommodation are subject to availability and can be made through our booking system at staygb.com. In order to enter into a contract you will need to take the following steps:
(i) Browse our website and select suitable accommodation to book (taking note of the availability, description and suitability (typically but not exclusively relating to smoking, pets and suitability for children);
(ii) Contact the operator directly or through our systems by telephone or email if you have any questions or concerns regarding the accommodation or the local area;
(iii) To book the property navigate to the 'Check Availability' widget displayed on the accommodation page on the website. Assuming the period is not blocked out (not selectable) select the arrival and departure date, then select the number of persons staying at the accommodation including yourself then proceed to quote. The system will state the total cost of the booking including the amount you will need to pay at the time of booking. Check the price for the stay presented on the page is acceptable;
(iv) If you wish to proceed click to start the booking procedure. Enter your full legal name, address and contact details. (Please remember that the details entered must match the details of the credit/debit card used to pay - you may be required to present this on arrival as a form of identification);
(v) Add the full legal name and ages if under 18 years of the guests staying with you at the accommodation;
(vi) Proceed to check your booking details and the personal data entered carefully. If incorrect use the 'Prev' button to go back and make changes. Please note that the due dates of all payments required will be stated including the cutoff date;
(vii) You will need to expressly agree to abide by these booking terms before continuing. You are advised to read these terms and conditions thoroughly before proceeding. If you agree then you will be redirected to WorldPay's payment gateway to take your payment;
(viii) Once payment has been completed satisfactorily you will receive a booking confirmation by email. Please print this confirmation for your records.

We may also request that you enter your car registration number to help identify you and provide additional security on our site. Additionally, if your address is outside the UK your nationality and full Passport number may be required. Your passport may be required by the operator as proof of identification on arrival.

Once the booking has been confirmed we will forward the booking details including your name, address, contact details and details of your guests (if requested at this time) to the operator.

It is your responsibility to check your emails, voicemail and text messages regularly and advise of any change to your email address or other personal contact details. This is essential to allow us or the operator to contact you prior to or during your stay. We will contact you be email, text message or phone to remind you when subsequent balance payments, if any, are due. These payments will be accepted by debit/credit card only online via our WorldPay payment gateway.

(6) Pricing

Prices are quoted on our website and other advertising material. However, it is always possible that some of the prices on the website may be incorrect. We will verify prices as part of our online booking procedures so the correct price will be stated before you pay.

The prices on our website all include Value Added Tax where applicable.

All prices shown are for the accommodation unit and number of persons specified. Prices are liable to change at any time, but changes will not affect contracts which have come into force.

(7) Payment

We only accept payments by credit or debit card using our payment provider WorldPay.

The number of payments to be made is determined by the amount of time remaining till the arrival date. The "cutoff date" is defined as the date by which the full balance/cost of the booking must be paid. The cutoff date will be specified at the time of booking or in any case will not be later than at least 8 weeks prior to arrival.

If the booking is made after the cutoff date then the full cost of the accommodation must be paid at the time of booking.

If the booking is made prior to the cutoff date the total cost will be split into two payments. The first payment, payable at the time of booking, will be specified in the booking process and in any case will not be less than £100 (one hundred pounds GBP). The second and final payment, to be paid before the cutoff date, will equal the outstanding balance (the difference between the amount paid in the first payment and the total cost of the booking).

The payment made at the time of booking must be made by credit/debit card registered in the name of the Party Leader. Your full name and address provided in the booking process must match those verified by the card issuer. We use this system to confirm your identity. If these details do not match then any booking placed is null and void.

If any payment due is not paid by the appropriate date we will assume that you wish to cancel the booking. We will therefore be entitled to levy the cancellation charge specified in section [13].

If your credit or debit card is not honored for any reason, we reserve the right to make an administrative charge of £25.

(8) "Cooling off" period

You may cancel a booking at any time within 7 working days of the date when the booking was made (provided only that no less than 30 days exist till date of arrival). If this condition is met then you will be entitled to a full refund of any monies paid. In order to cancel a contract on this basis, you must notify us immediately by telephone and follow this up with an email to the contact details set out in Section [23] of these booking terms.

(9) Changes to your booking details

If you wish to change your email address or telephone number this can be made in writing by you to the address given on our website. Such changes can only be made at least 30 days prior to the arrival date.

For bookings which are not "Flex Bookings" (see Section [9A]), any change requested to the arrival or departure dates will be treated as a cancellation of booking and as such will be subject to cancellation charges listed in section [13].

Any change requested to your name and address will be treated as a cancellation of booking and as such will be subject to cancellation charges listed in section [13].

(9A) Flex Bookings

"Flex Booking" is an optional extra which can be applied to a booking which permits you to modify the arrival and departure dates of your stay after the booking has been confirmed.

Within this section the following definitions apply:
"arrival" - see Section [2];
"departure" - see Section [2];
"new arrival" / "new departure" - refers to new or proposed arrival and departure dates intended to replace your current arrival and departure dates as listed on your Booking Confirmation.

The following terms and conditions apply to Flex Booking(s) only:

(a) Any booking can be converted into a Flex Booking provided that at least 4 weeks exist prior to the arrival date;
(b) The cost of converting a booking to a Flex Booking is an additional charge of £50 GBP unless otherwise stipulated in writing, payable in full at time of request of service;
(c) You can check whether your booking is a Flex Booking as it will be stated on your Booking Confirmation form;
(d) Within a Flex Booking a request to change arrival / departure dates must be made in writing by email;
(e) Any request to change arrival / departure dates is subject to availability;
(f) Within a Flex Booking you can make a request to change your arrival / departure dates at any time after the 7 day cooling off period has elapsed and up to 4 weeks prior to your current arrival date. Please note that any monies due in relation to terms (i) and (j) below must be paid during this period for the change to be accepted.
(g) Within a Flex Booking you can only make one request to change your arrival and / or departure dates. Once changed, any further request to change these new confirmed arrival and departure dates will be treated as a cancellation of booking and as such will be subject to cancellation charges listed in section [13].
(h) The new arrival date must fall within 12 months of your current confirmed arrival date but not within 14 days of the date you made the request to change the dates;
(i) Should the calculated cost for the new period be greater than the total cost of your current booked period then the difference must be paid before your request to change dates can be accepted;
(j) Should the calculated cost for the new period be less than or equal to the total cost of your current booked period then the already confirmed cost stated on your Booking Confirmation will apply to the new period requested. No refunds will be made in this case. Any outstanding monies as stipulated on your current Booking Confirmation must be paid before your request to change dates can be accepted;
(k) Should a change of arrival and departure dates be accepted then a new updated Booking Confirmation will be sent to you by email which will supersede all previous confirmations.

Note that taking up the Flex booking option does not permit you to delay making payments as stipulated in your current Booking Confirmation. You are reminded that, whether your booking is a Flex Booking or not, failure to make payment(s) by the due date as stipulated in your Booking Confirmation will be treated as a cancellation of booking and as such will be subject to cancellation charges listed in section [13]. Should you, as part of a Flex Booking, request to change your dates prior to the cutoff date when the second / final payment is due then you will be liable to pay this in addition to any further charges due at this time.

(10) Arrival procedure

You must arrive to take possession of the keys between 16:30 to 17:30 on the arrival date of your booking. If you think that it is unlikely that you will arrive at the accommodation between these hours you must telephone the accommodation operator to make alternative arrangements, otherwise you might not be able to gain access to the accommodation for 24 hours.

The accommodation operator will show you around the property, answering any questions and providing any information required to operate any essential systems such as heating, hot water and any health and safety information.

Before you take possession of the property you will be asked to complete the Arrival form, sign for the keys and certify the standard of the property is acceptable. If you identify any damage or defect to the accommodation please inform a member of staff immediately.

(11) Conditions by which you take possession of the holiday accommodation

You agree to keep the accommodation clean and tidy during your period of occupation and to yield up the accommodation on the departure date in the same clean state and condition as it was on arrival (reasonable wear and tear and damage by insured risks excepted).

You undertake to behave lawfully at all times whilst at the accommodation, to restrict occupation only to yourself and the guests listed on the Arrival form, and to maintain the accommodation's inventory (you are responsible for the cost of any damage to or loss of any item at the accommodation booked).

You are reminded that you are responsible for the security of the accommodation and its contents during the booked period and you agree to undertake all reasonable security measures at appropriate times (e.g. locking external doors / closing windows) if you are not in attendance at the accommodation.

You must allow us, or any person(s) nominated by us or the accommodation operator to enter the accommodation at any reasonable time for the purpose of inspection or to undertake any essential repair / maintenance. In the event of an emergency (e.g. suspected gas leak) we (or person acting upon our or the accommodation operator's authority) is permitted to enter the accommodation without giving prior notice.

The operator is entitled to refuse to hand over to you, or to repossess the accommodation during the period of the booking, if we or the accommodation operator believe any of the booking conditions / warranties are being breached and in such circumstances this action will be deemed as a cancellation by you. In these circumstances no refund of monies paid will be made. Both us and the accommodation operator will have no liability to you as a result of this situation for any subsequent costs that you might incur (e.g. alternative accommodation, revised travel arrangements etc). In such circumstances no compensation will be paid and we have no obligation to locate alternative accommodation for you.

You agree not to use the accommodation other than for holiday vacation purposes, no business or commercial activities being permitted.

You are expressly prohibited from: (i) undertaking any alterations to the accommodation including redecoration (internally and externally); (ii) rearranging or misuse of internal furniture and furnishings.

(11A) Occupancy and Fire Safety

The maximum occupancy of the accommodation is defined as the number of guests declared on the Booking Confirmation. On your arrival, you will be asked to complete the Arrival Form, on which you will list the full names and ages of all guests.

Please note the maximum occupancy cannot be amended on the day of your Arrival or during the booked period.

Only those persons identified by name on the Arrival Form are permitted to be at the accommodation overnight, between the hours of 11 PM and 7 AM.

Persons under the age of 16 years are not to be left alone in the accommodation without adult supervision.

Visitors are not permitted to be at the accommodation between the hours of 11 PM and 7 AM the next morning.

The maximum number of visitors permitted to visit you at the accommodation during the booked period is equal to four or equal to the total number of guests declared on the Arrival Form, whichever is the greatest.

Should you breach any of the conditions stated in Section 11A: (a) You agree to pay the fine of 500 GBP per condition breached, or per person exceeding the maximum number of visitors or maximum occupancy, whichever is the greatest; (b) You will vacate the accommodation immediately; no monies will be refundable.

(12) Departure procedure

You are required to vacate the accommodation by 09:30 AM on the final day of the booked period. This is necessary to permit routine cleaning and preparation for the next arrival. Early departure times (e.g. 8:00 AM) may be possible but must be prearranged with the accommodation operator.

Checkout Procedure - On the morning of your departure the operator will inspect the property in your company and loss or damage or inventory items damaged or missing will be documented and agreed with you. Payment for such losses / damage will be required prior to departure and is at the accommodation operators' sole discretion. Finally you must hand over all keys to the operator that were provided upon your arrival. You will receive a copy of the departure document as receipt for taking back possession.

(13) Cancellation by you

Without prejudice to the statutory right of cancellation detailed in Section [14], you may cancel your booking for accommodation: (a) before the cutoff date (in which case you will be charged the amount charged at booking only); (b) between four and 8 weeks before the arrival date (in which case you will be charged 50% of the total cost); (c) between two and four weeks before the arrival date (in which case you will be charged 75% of the total cost); (d) 14 days or less before arrival date (in which case you will be charged the full cost).

In order to cancel a booking, you must telephone us via the number on our website as soon as possible. Confirmation of cancellation must be made in writing. Your notice of cancellation must be actually received by us on or before the relevant date set out above.

If you do not arrive and take occupancy of the accommodation no refunds will be made.

No refunds are due if for any reason you need to leave the accommodation early and your stay is cut short.

In instances where some of your party are unable to take occupancy the total cost of the accommodation remains unaffected. No refunds are due for reduced occupancy.

We strongly recommend that you take out adequate travel insurance to cover unexpected cancellation.

(14) Your statutory rights

Any statutory rights which you have as a consumer, which cannot be excluded or limited, will not be affected by these terms and conditions.

(15) Cancellation by us

We reserve the right to cancel your booking if for any reason we are unable to offer the accommodation as described in your confirmation of booking.

If cancellation is made by us during your stay then the full booking amount will be refunded and no further liabilities will exist in this case.

If cancellation is made by us prior to arrival then you will be notified as soon as reasonably possible. At this point you may be offered alternative accommodation or a full refund.

If we have no option but to cancel or suspend your booking due to a "force majeure event" we cannot accept liability or pay compensation. See section [16].

(16) Force majeure

In this Section and Section [15], "force majeure event" means any event which is beyond our reasonable control.

Where a force majeure event gives rise to a failure or delay in us performing our obligations under these terms and conditions, those obligations will be suspended for the duration of the force majeure event.

(17) Refunds

If you are entitled to a refund, we will usually refund any money received from you using the same method originally used by you to pay. We will process the refund due to you as soon as possible and, in any event, within 30 days of our notice of contract termination.

(18) Limitations and exclusions of liability

Our maximum liability to you if we are found to be at fault in relation to any service we provide is limited to the total sum of all monies paid by you. However, nothing in these booking terms will: (a) limit or exclude the liability of a party for death or personal injury resulting from negligence; (b) limit or exclude the liability of a party for fraud or fraudulent misrepresentation by that party; (c) limit any liability of a party in any way that is not permitted under applicable law; or (d) exclude any liability of a party that may not be excluded under applicable law. Any statutory rights which you have as a consumer, which cannot be excluded or limited, will not be affected by these booking terms.

The limitations and exclusions of liability set out in this Section and elsewhere in the booking terms: (a) are subject to the preceding paragraph; and (b) govern all liabilities arising under these booking terms or in relation to the subject matter of these booking terms, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty.

We will not be liable to you in respect of any losses arising out of a force majeure event.

We will not be liable to you in respect of any business losses, such as loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill.

We cannot be held responsible for noise or disturbance originating beyond the boundaries of the accommodation which is beyond the accommodation operators' control. If a source of noise or disturbance is likely to exist during your stay then you will be contacted prior to the arrival date.

We cannot be held responsible for the breakdown of mechanical equipment such as boilers nor failure of public utilities.

(19) Complaints

If you have any complaints regarding the services or accommodation provided these must be stated to us as soon as possible by contacting us on our support line at the telephone number listed on our website (all inbound calls are recorded) or email (email receipt must be requested). Complaints regarding the accommodation provided must be made directly to the accommodation operator within the booked period by the process stated above. If you feel that your complaint has not been dealt with to your satisfaction then a formal notice describing your complaint in detail must be provided in writing and arrive with us within 7 days of departure. We regret that we cannot accept any liability if we have not been so notified.

(20) Disabilities and medical conditions

If you or any of your guests has a medical problem or disability that may affect your stay please inform us prior to booking. If we feel unable to accommodate the particular needs of the person concerned then we reserve the right to decline or cancel the booking.

(21) Special requests

If you or your guests has any special request(s) you must advise us of this prior to booking. Although we will endeavor to meet your special requests no guarantee can be made. Failure to meet such requests will not constitute a breach in contract. Watercraft, bikes, cars or other entities hired to you during your stay are subject to the accommodation operators terms and conditions and thus these terms and conditions are not applicable.

(22) General terms

We will treat all your personal information that we collect in connection with your booking in accordance with the terms of our privacy policy; use of our website will be subject to our website terms of use. Contracts under these booking terms may only be varied by an instrument in writing signed by both you and us. We may revise these online booking terms from time-to-time, but such revisions will not affect the terms of any contracts which we have entered into with you.

If any provision of these booking terms is held invalid or unenforceable by a court of competent jurisdiction, the remaining provisions will remain in full force and effect, and such invalid or unenforceable provisions or portion thereof will be deemed omitted.

No waiver of any provision of these booking terms, whether by conduct or otherwise, in any one or more instances, will be deemed to be, or be construed as, a further or continuing waiver of that provision or any other provision of these online booking terms.

You may not assign, charge, sub-contract or otherwise transfer any of your rights or obligations arising under these booking terms. Any attempt by you to do so will be null and void. We may assign, charge, sub-contract or otherwise transfer any of our rights or obligations arising under these booking terms, at any time - providing such action does not serve to reduce the guarantees benefiting you under these online booking terms.

Each contract under these booking terms is made for the benefit of the parties to it and is not intended to benefit, or be enforceable by, any other person. The right of the parties to terminate, rescind, or agree any amendment, variation, waiver or settlement under such contracts is not subject to the consent of any person who is not a party to the relevant contract.

Subject to the second paragraph of Section [12]: these booking terms contain the entire agreement and understanding of the parties in relation to the accommodation booked on our website or by telephone, and supersede all previous agreements and understandings between the parties in relation to accommodation booked; and each party acknowledges that no representations not expressly contained in these booking terms have been made by or on behalf of the other party in relation to the booking of accommodation with us.

Use of our managed Wi-Fi service is subject to our Wi-Fi Terms of Use.

These booking terms will be governed by and construed in accordance with English law, and the courts of England and Wales will have non-exclusive jurisdiction to adjudicate any dispute arising under or in relation to these booking terms.

(23) About us

Address: STAYGB LTD., Wayford Bridge Yacht Station, Wayford, Norwich, NR12 9LL.

Our email address is info@staygb.com.

(24) Amendments to these Terms and Conditions

COVID-19 Amendment dated 03 January 2021 - Link - 667430F8-E0E2-45BF-9534-AD774B02F553

COVID-19 Amendment dated 31 August 2020 - Link - C291CAAE-87CE-487B-BAFA-3CCB6A992A9C

Updated: 12 June 2021 14:23