CUSTOMER TERMS & CONDITIONS

1.1 The managing agent permit the client to occupy the property, such occupation being by the guest personally only and to use the owners" furniture and effects for the accommodation period. All visitors to the property are the responsibility of the guest.

1.2 You must be 18 years or over when you book your accommodation. Your booking is made as a consumer and you acknowledge that no liability can be accepted for any losses suffered or incurred by you.

1.3 We reserve the right to refuse to accept any booking for whatever reason.

1.4 You may arrive at your accommodation after 3pm (except if it is stated different) on the start day of your booking and, unless otherwise agreed, you must leave by 11am on the last day. If you fail to arrive by midnight on the day of the start date and do not advise us of a late arrival we may treat the booking as being cancelled by you.

1.5 If you want to increase your length of stay then we will do everything possible subject to availability of accommodation to find something suitable for you. It must be borne in mind that this may not always be possible.

1.6 If the number of people permitted to occupy a property is exceeded (which would be in breach of Health and Safety Regulations) we reserve the right to move excess occupants and charge for additional properties or require the excess occupants to vacate the property.

1.7 Your booking is confirmed upon receipt of full payment, and we will send you a confirmation email detailing your stay. No contract will exist until the booking is confirmed. Payment can be made via bank transfer, credit card, or other accepted methods, as stated in the confirmation email.

2.1 The client will pay to Restay Properties:

2.2 Cleared funds must be received 30 days before arrival date in full. All prices advised to you are inclusive of booking fees and charges except if it is stated otherwise.

2.3 Should payment not reach us within the required time we reserve the right to cancel any bookings made and any deposit paid will be forfeit.

2.4 If the client fails to pay to Restay Properties any sums that are payable under this agreement when due, the client will pay to us, on demand, interest on the unpaid sum in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 (as amended) from the date payment is due until we receive payment in full cleared funds both before and after any judgement. If payment is not received within 5 working days of the due date, a late payment fee of £50 will be charged. Continued non-payment may result in the cancellation of the booking, and any deposit or advance payment will be forfeited.

2.5  A £150.00 deposit covering breakages and damages is required. This can be charged up to five (5) working days after the guests stayed in the property. The deposit is NOT applied towards payment for the accommodation and only charged provided the following provisions are not met:

• No charges are incurred due to illegal activity, pets or additional services rendered
• No damage is done to property or its contents during the stay.
• All debris, rubbish and discards are placed in rubbish bin, and soiled dishes are placed in the dishwasher and cleaned.
• All charges accrued during the stay are paid prior to departure.
• All keys are left where instructed to.
• NO early arrival or late departure.
• NO linens are lost or damaged.

Any security deposit will be returned within 7 working days of the end of your stay, provided no damages have been incurred. Should there be any damages or necessary deductions, you will be notified within this period with an itemized list of charges.

2.6 We expect the property to be left in a reasonable state on departure. If, at our discretion, additional cleaning is required on departure, the cost of this cleaning will be charged as an additional charge.

2.7 From the 1st July 2007 the UK legislation provides that smoking is not permitted in serviced properties. Smokers must vacate the building should they wish to smoke. Smoking is prohibited within the property. Guests caught smoking inside the property will incur a £200 charge for specialist cleaning. However, smoking is permitted in designated outdoor areas such as balconies or garden spaces, provided it does not cause a nuisance to other guests or neighbours.

2.8 Where there is evidence of guests smoking within the property, we reserve the right to charge £200 for specialist cleaning.

2.9 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. Any evidence or suspicion of drug use on our premises will also be reported immediately to the police and there will be a charge of £200.00.

2.10 No daily housekeeping service is provided – While linens and bath towels are included in the unit, daily maid service is not included in the rental rate. However, it is available at an additional rate. We suggest you bring beach towels. We do not permit towels or linens to be taken from the property.

2.11 Falsified Bookings – Any booking obtained under false pretense will be subject to forfeiture of advance payment, deposit and/or rental money, and the party will not be permitted to check in.

2.12 No pets are permitted in rental units. However, exceptions may be made for service animals, provided the appropriate documentation is submitted at the time of booking. Any damage caused by service animals will be the responsibility of the guest. NO smoking within the property. The renter is not evicted by the owner (or representative of the owner) or the local law enforcement.

2.13 Any deposits paid to secure bookings dates will not be refunded unless booking is cancelled 30 days prior to arrival.

2.14 Payment Methods: Payments can be made via bank transfer, credit card, or any other method listed in the confirmation email. Once the payment is processed and confirmed, a booking confirmation will be issued via email, confirming your stay and all related details.

3.1  In the unlikely event we have to cancel or make a change to your accommodation we will use all reasonable efforts to contact you as soon as possible to explain what has happened and to inform you of the cancellation or the change. If possible we will offer alternatives but should these alternatives be unacceptable to you the booking will be treated as cancelled and we will refund any money you have paid to us within 14 days of any cancellation.

3.2  We shall not be liable for changes, cancellations or any other effect on your booking due to events beyond our control (force majeure). In these Conditions "force majeure" means any event or consequences thereof which could not have been reasonably avoided, by us even with the exercise of all due care. Such events may include war or threat of war, civil strife, terrorist activity, industrial dispute, natural or manmade disaster, fire, adverse weather conditions and all similar events outside our control. Force majeure events include but are not limited to natural disasters, pandemics, government-mandated lockdowns, industrial disputes, and acts of terrorism. In the event of such circumstances, Luxstay Ventures Limited will use all reasonable efforts to contact you, but no liability will be accepted for cancellations caused by such events.

3.3 If you wish to alter your booking, we will use our best efforts to accommodate your requirements, however, you will be obliged to pay any additional expenses incurred as a result of alteration. In addition, we may charge, at our discretion, an amendment fee to cover the necessary administrative costs incurred.

3.4 If cancelled or modified up to 30 days before date of arrival, no fee will be charged except if it is stated any different at the time of booking.

3.5 If cancelled within 30 days of the arrival date, no fee will be charged. If cancelled between 7-30 days before the arrival date, a 50% refund will be issued. For cancellations made within 7 days of the stay, no refund will be issued.

3.6 No refunds will be made for non-arrivals.

3.7 If you cancel within the free cancellation period, you will not be refunded 1.4% (of the total booking) credit card fees which is included in the price when you made the booking.

3.8 Any cancellation must be notified to us in writing. The day we receive your written notification of cancellation is the date on which your booking is cancelled. If cancelled or modified up to 30 days before date of arrival, no fee will be charged.

3.9 If cancelled or modified later or in case of no-show, the total price of the reservation will be charged.

3.10 The managing agent may, as its own discretion, waive its rights to cancellation fees.

4.1 Guest agrees that all personal property, furnishings, personal effects and other items brought into the Property by Guest or their permitted guests and visitors shall be at the sole risk of Guest with regard to any theft, damage, destruction, or other loss and Rental Agent shall not be responsible or liable for any reason whatsoever.

4.2 Guest hereby covenants and agrees to indemnify and hold harmless Rental Agent and their agents, owners, successors, employees, and contractors from and against any costs, damages, liabilities, claims, legal fees, and other actions for any damages, costs, attorneys fees incurred by Guest, permitted guests, visitors or agents, representatives or successors of Guest due to any claims relating to the destruction of property or injury to persons or loss of life sustained by Guest or family and visitors of Guest in or about the Property and Guest expressly agrees to save and hold Rental Agent harmless in all such cases.

4.3 We cannot be held responsible for any theft and/or damage of your personal belongings during your stay in any apartments booked. Therefore you are advised to ensure you have appropriate Insurances in place. All warranties, conditions, and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with us and these conditions shall apply in their place.

 4.4 Any items left in an apartment past the agreed departure time are left at the owners risk – we accept no responsibility for these items and reserve the right to remove them and safekeeping is not guaranteed.

4.5 Lost property can be posted back to you at your own cost with prior agreement and ARRAE Properties will not accept any liability for any items that go missing.

4.6 All guests are given one set of keys (and fobs etc.) unless a second set is pre-arranged when booking. Second sets can be arranged after check-in but this is at the discretion and availability of the ARRAE Properties management.

4.7  Any guest using their own electrical appliances (hairdryers, curlers, tongs, shavers, personal computers, personal stereos etc) must use the appropriate adaptor. Non-UK plugs used without the appropriate adaptor/transformer are a serious fire risk. Please ensure that all heated appliances are switched off and stored safely before leaving the property. Guests found to be in breach of this rule may be asked to leave with immediate effect. 

4.8  Cars and their contents are parked at owners" risk. Please ensure that cars are locked and possessions are left out of sight. 

5.1 Unless otherwise agreed, the owners will issue to the client or guest one set of keys to the property. If at any time the client or guest loses the keys, they must notify us as soon as possible and we will instruct a locksmith to change the lock/key(s) and charge the client or guest.

5.2 If the guest locks him or herself out of the property and requires the owners assistance to re-enter the property, we reserve the right to charge an administration fee of £150.00.

5.3 The managing agent will retain keys to the property and will access the property to provide the services set out in the agreement and any necessary maintenance and also to inspect the property and carry out repairs to the structure, roof, exterior or any services, appliances or equipment therein. We reserve the right to enter the property at any reasonable time during your stay for essential maintenance or if we suspect damage have been caused or in case of any emergency. We will make reasonable efforts to contact you before entering the property.

6.1 We cannot be held responsible for any failure or interruption to services to the property, for example, gas, water and electricity, or for any damage, disturbance or noise caused as a result of maintenance work being carried out in any part of the building.

6.2 Should a guest or client report that a service or an appliance is faulty and subsequent inspection confirms that the appliance was not faulty, but was not being operated properly by the guest, and where usage instructions have been provided, a maintenance call-out fee of £50 will apply

7.1 We cannot b Wireless Broadband Internet is usually available at our properties, however, the owners and managing agent will not be liable for loss of this service due to connection, environmental or human error and no support service is available. For this reason, wireless broadband internet is not a contractual provision. The managing agent do not assume any responsibility for any damage to your computer or the data contained on it, nor the security of any data transferred over the internet. Guests are responsible for the protection of their computers from loss of data, unauthorised access or viruses. 

8.1. The client will guarantee that any guest will:

8.2 Not keep any animals, insects, birds or reptiles in the property.

8.3 When guests with small children occupy the property, the guest undertakes to provide all suitable childproofing safety equipment.

8.4 Not to do or permit any act that would make any insurance policy on the property void or voidable or increase the premium.

8.5 Not to do anything that may cause a nuisance or annoyance to the owners or to any other occupier or guest of adjoining properties or do anything at the property that is illegal or immoral. Noise disturbance after 11pm and before 7am can be reported to the local Council.

8.6 Ensure that at the end of this agreement the property is cleared of the guest"s effects and left in good repair and clean condition and make good, pay for the repair or replace of such items of the fixtures, furniture, furnishings and other effects as shall be broken, lost, damaged, or destroyed save as for reasonable wear and tear excluding matters covered by insurance.

8.7 Use the Property for residential purposes only and not for any business use.

8.8 Not make any alterations to the property.

8.9 Indemnify and keep the owners fully and effectively indemnified against all losses, claims, demands, actions, proceedings, damages, costs of expenses or other liability or right arising in any way from this agreement.

8.10 Not assign, underlet, sub-licence, charge or part with possession of whole or any part of the property, take in lodgers or share occupation of the property with any person in any way.

8.11 Not sell, loan, charge or otherwise dispose of or part with possession of any of the contents located at the property including without limitation the owners" furniture and effects.

8.12 Not hang on the outside of the property any flower pot or similar object or any clothes or other articles.

8.13 Not block or put noxious or damaging substances into the sinks, baths and lavatory cisterns or waste or soil pipes in the property or allow them to overflow.

8.14 Not leave the entrance door or windows to the property open but to ensure that all door and window locks are properly engaged at all times. All windows must be closed when not in the property or during bad weather.

8.15 To take all reasonable precautions to prevent condensation by keeping the Property adequately ventilated and heated. Extractor fans located in the bathrooms and en-suites must be switched on at all times to prevent damage to the property.

8.16 Not change any lock to the property or have any duplicate keys made.

8.17 To report any plumbing, electrical or general problem to the owners as soon as is practicably possible and to desist from attempting to remedy such problem on their own.

8.18To maintain properly insured to their full replacement value all of the client's and/or guest's personal property which is kept either at the property or on the guest's person.

8.19 To use all equipment provided at the Property strictly in accordance with its operating instructions and not for any purpose other than its intended use.

8.20 Not to leave or store any valuable personal possessions anywhere in the property where they can be easily viewed by third parties.

8.21 Not to play ball games inside or within the grounds of the property.

8.22 To ensure that the number of people occupying the property does not at any time exceed the maximum number of permitted occupants as set out in your booking of the relevant property.

8.23 To use any cleaning products, liquids, tablets strictly in accordance with their usage instructions and to ensure that such products are kept out of reach of children. The managing agent accept no liability for mis-use of products supplied.

8.24 Not to install any portable cooking appliances, camping stoves or similar items in the property.

9.1 This agreement may be ended by the managing agent without notice:

9.2 If the accommodation fee is not paid on the payment day or if the client is in breach of any of the conditions

9.3 If the client becomes bankrupt, has an administration order made against him or her or has a judgment enforced or entered against him or her.

9.4 The managing agent may also terminate this agreement at any time on giving the client written notice.

9.5 The client will at the end of the accommodation period return to the managing agent all keys to the property and give the managing agent vacant possession of the property.

 10.1 We want your stay to be as comfortable as possible. Failure to comply with this statement may be considered as a breach of contract and the guest being asked to leave.

10.2 Guests should keep the property free of hazardous objects at all times and not to leave it in a condition that would make it unsafe for our housekeepers, staff, guests or themselves to use.

10.3 By making a booking and staying in one of our properties you agree to abide by these terms and conditions.

11.1 The managing agent is required to gather certain personal data about clients for the purposes of satisfying operational and legal obligations. This personal data will be subject to the appropriate legal safeguards as specified in the Data Protection Act 1998.

11.2 The managing agent fully endorse and adhere to the eight principles of the Data Protection Act. These principles specify the legal conditions that must be satisfied in relation to obtaining, handling, processing, transportation and storage of personal data.

11.3 We use your personal data in compliance with GDPR regulations. This data includes your contact details, payment information, and any identification required for booking. For more details on how your data is stored and processed, please refer to our Privacy Policy, available on our website.

We do not expect and certainly do not want dissatisfied customers, but in the event that You are not entirely satisfied with the service offered, you should notify any complaint To our office during your stay within 24 hours of the problem occurring to Restay Properties by email to contact@restayproperties.co.uk We will take all reasonable steps to settle the problem.

These terms and conditions are governed by the law of England and Wales. In the event of a dispute, you will be subject to the exclusive jurisdiction of the courts of England. 

Your statutory rights are not affected by anything contained within these Terms and Conditions of Hire.