Terms & Conditions

1.1 What these terms cover. These are the terms and conditions on which we make available to you the accommodation shown on our website at www.staybeyond.com (the “Website”).

1.2 Why you should read them.  Please read these terms carefully before making a reservation with us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

2.1 Who we are. We are StayBeyond Limited, a company registered in England and Wales. [Our company registration number is 10354608) and our address is 2 Eastbourne Terrace, London W2 6LG. Our registered VAT number is GB 251236826.

2.2 How to contact us. You can contact us by telephoning our customer service team at +44 203 868 5336 or by writing to us at home@staybeyond.com.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us when making a reservation.

2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

2.5 How we will accept your order. Our acceptance of your reservation will take place when we email you to accept it, at which point a contract will come into existence between you and us.

2.6 If we cannot accept your reservation. If we are unable to accept your order, we will inform you of this and will not charge you.  

2.7 Changes to a Reservation

Changes you request. If you wish to make a change to your reservation (e.g. the dates of your stay or the accommodation requested) please contact us. We cannot guarantee that any change you request will be possible. If it is, we will let you know promptly and tell you about any other relevant changes including to the price of the reservation or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

Delays or early departure. If you are delayed for any reason and unable to check-in on the date specified in your reservation or need to leave the accommodation early, we will be entitled to the full payment specified at the time of making your reservation.

Changes made by us. In some circumstances, we may need to make a change to your reservation e.g. if there is an unforeseeable event affecting the accommodation or our ability to make it available or damage to or around the accommodation. In those circumstances we will give you as much notice as we can, explain the issue to you and what we propose to do about it e.g. offering you alternative accommodation.  If we are not able to offer you alternative accommodation or you do not wish to stay at the alternative accommodation we will provide a full refund.

3.1 Confirmation you are over 28 years old. By making a reservation with us you are confirming that you are over 28 years of age and agree to these terms. Our accommodation is intended to bring families together. We, therefore, apply minimum age criteria. You must not make a reservation with us if you are under 28 or the eldest member of the group staying at the accommodation is under 28. This is unless your reservation includes your children or for long-term reservations (28+ nights).

3.2 We reserve the right to remove any persons from the accommodation if our booking criteria are not met or to require that they vacate it.    

3.3 We reserve the right to use identification matching software to confirm the identities of all guests over 18 if we deem it necessary. The software allows us to ensure that anyone staying with us provides a valid government ID and an unedited photograph of their face with the identification included for comparison. We also reserve the right to use a video questionnaire software to complete a short, interactive set of questions recorded by video, using a phone, computer or tablet. We use these only for comparison purposes to validate that the guests match the identification information and are providing their own, genuine ID. The information processed through this service is kept in accordance with our Privacy Policy.

3.4 We reserve the right to access the property to uphold our responsibilities for maintaining the property and scheduling inspections. Permission to enter the property during business hours cannot be restricted by the occupant. We will provide notice before accessing the property.

4.1 Your stay. Your reservation gives you a limited licence to enter, occupy and use the accommodation for the duration of your stay – subject to your compliance with these terms and applicable law and our rights (and those of the owner of the accommodation) and anyone authorised by us or the owner to enter the accommodation in accordance with these terms or applicable law. Such entry may be for purposes that include, but which are not limited to, entry to the accommodation during your stay to perform mid-stay housekeeping duties or repair works. Please note that children under the age of 14 must be supervised by an adult guest at all times.   

4.2 Licence. This Agreement is not intended to confer exclusive possession on you or to create the relationship of landlord and tenant.  You will not be entitled to a tenancy or to an assured shorthold or assured tenancy or to any statutory protection under the Housing Act 1988 or to any other statutory security of tenure now or when this Licence ends. The permission granted by this Agreement is personal to you.

4.3 Fully furnished. The accommodation is fully furnished to a high standard and includes a kitchen fully equipped with appliances, cutlery, crockery, and kitchen utensils. A Broadband Internet connection is provided at all locations. If a loss of connection occurs, and you are unable to reconnect, we will endeavour to get it reconnected as quickly as possible.

4.4 Baby cots etc. A baby cot and/or high chair may be provided if available and requested at the time of making a reservation.   

4.5 Other requests. Subject to prior written request and payment of corresponding additional fees, where possible, we will try to comply with other requests such as to stock the fridge with basic essentials or to provide extra beds and/or housekeeping services.But we reserve the right to refuse to provide such services.

Homekeeping & Services

Here are the finer points that you should be aware of when booking our Homekeeping service:

• By booking a Homekeeping service, you consent to have a member of our team attend the home. You are welcome to be in the home or out when we clean (we can let ourselves in and out).
• Homekeeping can take up to 4 hours depending on the size of the home. StayBeyond warrants to you that the Homekeeping service will be performed with reasonable skill and care. 
• Prices vary based on the size of the home, as shown to you in the Homekeeping tariff prior to your purchase of the Homekeeping services, and there is an additional charge for a linen change.
• Your Homekeeping service is not confirmed until we receive payment. All payments must be made at least 48 hours in advance from the requested service time
• If you have booked via Airbnb, you can pay for your Homekeeping through Airbnb; we will send you a link to pay directly through Airbnb messenger service. In the event of an inconsistency between the terms and conditions of Airbnb, and these terms and conditions herein regarding the booking of Homekeeping services, these terms and conditions shall prevail.   
• If you have not booked via Airbnb, we will take payment using Stripe, an online payment system, it is secure and traceable. We will send you a link by email and through the respective booking platform. If you prefer to pay via bank transfer, please notify us in writing and we will confirm the account details you can make the transfer to. 

Cancellation policy: Cleanings cancelled up to 48 hours before the scheduled service time will be refunded in full. Cancellations received less than 48 hours before the scheduled service time cannot be refunded. If you do not allow us access to the property to perform the Homekeeping service as arranged, such prevention shall be adjudged to be a cancellation on less than 48 hours’ notice.

The Accommodation is a private residence and neither the property owner nor StayBeyond is responsible for any loss of any personal belongings or valuables during your stay, which you bring to the property at your own risk, to the fullest extent permitted by law.  

StayBeyond reserves the right to be indemnified if our cleaning team determines, or suspects (acting reasonably) that a party has been held or damage has been done to the property. You shall indemnify StayBeyond for all losses incurred by StayBeyond (either directly or indirectly) as a result of any such damage caused to the property.

Regretfully, there may be occasions when StayBeyond will need to cancel or rearrange Homekeeping services. StayBeyond reserves the right to cancel or amend Homekeeping services for any reason. If this occurs, we will notify you in writing. Any cancelled bookings will be refunded in full.

The Homekeeping service is only available as a package and includes only the specified services:

• Fresh towels
• Top up toilet paper
• On request: change all bedsheets (we will charge extra for this)
• Make beds
• Wipe down fixtures and clean surfaces
• Take out all bins and replace bin bags
• Wipe down and clean all surfaces, including putting the dishwasher on, doing any washing up needed, wiping kitchen surfaces, cleaning all toilets, sinks, shower/bath
• Vacuuming floors
• A general tidy: We will put the dishes away and give the home a general straightening up. Please put your belongings away before we arrive; we will clean around your items, rather than move them
• Homekeeping does not include:
• Clearing out the fridge
• Cleaning the oven
• High dusting
• Laundry
• Ironing
• Garden maintenance
• Deep clean bathrooms

By placing an order for the Homekeeping service, you agree to the above Terms and Conditions.

4.6 Be respectful. You are responsible for taking all reasonable care of the accommodation and its contents. You must leave the accommodation and its contents, including but not limited to all equipment, utensils, furniture clean and tidy at the end of your stay. 

You must notify us of any damage, destruction, loss or disrepair to the accommodation or property in it immediately. It’s also your responsibility to ensure that any smoke and/or carbon monoxide alarm(s) installed in the home is kept free from obstruction and in good working order and where such alarm(s) is battery operated that the battery is replaced as and when necessary to ensure the alarm(s) is fully operational at all times. 

You are permitted to use the home in a reasonable manner and to keep the fixtures and fittings and furniture effects or other items forming part of the contents of the home, together with the interior of the Premises, clean and in the same order and preservation as at the commencement of the stay(fair wear and tear and damage by accidental fire and the Insured Risks only excepted) and so far as possible forthwith to replace with articles of the same sort and equal value such as may be lost broken or destroyed or to compensateStaybeyond Ltd in damages for any omission to replace as aforesaid and to repair and make good such articles as may be damaged by you, your guests, your family, visitors or your permitted contractors (except as aforesaid).

Except in the case of normal wear and tear you will be responsible for making good any damage to the accommodation or its contents. 

In case of any unexpected repairs, we will address your request within 24-hours depending on the urgency. We will carry on all the required repairs at our costs in due course. We will also offer an alternative property for you to move to if needed.

4.7 No smoking. Please note that we operate a no smoking policy.

4.8 Number of occupants. You are responsible for ensuring that the accommodation is not occupied by more people than is stated in your reservation and booking confirmation email (which is set by reference to the number of beds at the accommodation). We reserve the right to refuse admittance to the accommodation before or during your scheduled stay if we believe this condition is likely to be breached. Any payments made will not be refunded.  

4.9 Check-in and check-out. Unless stated otherwise at the time of reservation, check-in is available from 3pm. All our accommodation is ‘self-check-in’. You will access the accommodation by using a code for a smart lock or a code for a key box containing the keys to the accommodation.  We will send you an email with instructions on how to access the accommodation between 48 and 24 hours prior to your scheduled arrival. All apartments must be vacated by 11am on the day of departure. Please switch off all lights and close and lock all windows and doors on departure. Keys must be left securely where you found them.  Arrangements may be made for a later checkout where possible but this is subject to prior arrangement and we cannot guarantee availability. We reserve the right to charge you additional fees (from £300 up to the cost of a full night’s stay per 24 hour period) if you have not checked out of the accommodation and/or vacated any corresponding parking space by 11am on the day of scheduled departure and have not made arrangements with us in advance for a late checkout.   

4.10 Security. Please keep important information like Smartlock numbers or key box codes private to keep the accommodation secure during your stay. Please leave doors and windows closed and locked and secure when not in the accommodation.  

4.11 Re-entry. Without prejudice to any other rights and remedies that we have, we may enter the accommodation immediately after 11am on the day of departure specified in your reservation.  We reserve the right to remove your belongings left in the accommodation at that time and (subject to paragraph 10 below) accept no liability for any loss or damage to such items.

4.12 Lost or stolen keys. If any keys/fobs are lost or stolen, you will be liable for the full cost of an emergency locksmith plus any replacement keys/fobs required for operating entrance doors/car park gates, etc.

4.13 Nuisance and noise. Part of what makes the accommodation feel like home is the wonderful neighbourhoods they are in and we work hard to maintain a good relationship with our neighbours. Please keep the noise down and park your car respectfully. Whilst we want you to enjoy yourself we do need you to behave reasonably and responsibly at all times. Please do not do anything in or around the accommodation or allow anyone else to do anything that could be a nuisance, annoyance or inconvenience to neighbours or cause damage to the accommodation or any adjoining or neighbouring property or the neighbourhood. That means no loud parties. Noise monitors are fitted in all our accommodation. The monitors do not make recordings; they just alert us when the noise level exceeds a certain level. You must not disconnect or tamper with the noise monitor in any way.

4.14 Pets. No pets of any kind are permitted unless specifically agreed by us in writing in advance. In some properties, we can accept pets, subject to size and to a non-refundable £100 per pet per stay fee.

4.15 Prohibited activities.  The following activities are expressly prohibited. You must not engage in or authorise any such activities in or around the accommodation:   

1. a) re-letting/subletting the accommodation or any part of it; 
2. b) smoking; 
3. c) hanging any washing clothes or other articles outside the accommodation;
4. d) hanging or placing wet or damp articles of washing upon any room heater in the accommodation;
5. e) using the accommodation for any parties or gatherings of more people than the accommodation has beds; 
6. f) using the accommodation or permitting it to be used for any illegal or immoral purposes;
7. g) using or consuming or allowing to be used or consumed in or about the accommodation at any time any illegal or prohibited drugs or any other substances the use of which may be prohibited by law
8. h) to make or have made any duplicate keys, fobs, security devices and remote controls, or to replace or add any new locks.
9. i) to register to the home as any business company or trade and not to use the address as an address for business or trade purposes or as a registered or other office address.
10. j) to engage any contractor or workman or otherwise incur expenditure on our behalf without the prior written consent of StayBeyond Ltd. 
11. k) to attempt to damage, or to tamper or interfere with, alter or add to the gas water or electrical installations or meters in or serving the home.

4.16 Compliance with rules and procedures. You must comply with all reasonable rules and procedures in effect at the accommodation as well as any reasonable and lawful instructions we give you (in these terms and conditions or otherwise), including but not limited to health and safety and security procedures and statutory requirements. If you fail to comply, we may inform the police and /or take all such lawful steps as we consider appropriate to protect our legitimate legal and commercial interests or those of third parties. In relation to the examples set out below, and without prejudice to any other rights and remedies, we may apply the following additional charges as a genuine pre-estimate of loss and damage (in the form of additional costs and expenses we will have to incur to remedy or address your failure to comply):  

1. a) Deep cleaning: minimum of £100 
2. b) Smoking: minimum of £250
3. c) Lost or damaged StayBeyond furniture or decoration: cost of replacement
4. d) Party: minimum of £5000 
5. e) Late check-out: minimum of £300 up to the cost of a full night’s stay (per 24 hour period)
6. f) Noise Complaint from Neighbours: £250

5.1 What, when and how you must pay. You must pay the price that is specified on the Website at the time of making a reservation. That price is due in full at the time of making the reservation if the reservation is made 30 days or less before the day of check-in. If the reservation is made more than 30 days before the day of check-in, a downpayment of 50% of the total price is due at the time of making the reservation and the remaining balance is due 30 days before the day of check-in. All prices are quoted on the Website in GBP and, unless otherwise specified, the prices quoted include VAT. All prices are based on costs prevailing at the time of quotation and may be subject to change. Prices include the accommodation and other relevant utilities (water, electricity and/or gas). 

Please note, if you make a reservation for one of our properties on a third party website, the booking will be connected to the payment terms you agreed to when confirming the reservation.

5.2 Security deposit. At the time of making a reservation, we will also request a damage deposit. The deposit shall be returned within 14 days of the end of the booking, and in the event of an extension, will act as the deposit for the extension booking. The deposit is held by StayBeyond Ltd as Stakeholder until the expiration or sooner determination of the stay and to be returned without interest at the end of the booking within 14 days of vacating the property. 

6.1 Cancellation by you. If you wish to cancel your reservation you must tell us using the contact details at 2.2 above.

For bookings up to 27 nights, you must inform us more than 14 days before the date of the check-in specified in your reservation. If you do so we will not charge you and will return any security deposit. If you tell us less than 14 days before the date of the check-in specified in your reservation, we will be entitled to the full payment specified at the time of making your reservation. If you book with a non-refundable policy, we will always be entitled the full payment of the booking. We will refund any security deposits.  

For bookings of 28 or more nights, you must inform us more than 30 days before the date of the check-in specified in your reservation. If you do so we will not charge you and will return any security deposit. If you cancel less than 30 days before check-in, we will be entitled the full payment of the booking. If you book with a non-refundable policy, we will always be entitled the full payment of the booking. We will refund any security deposits.

Please note, if you select a cancellation policy on a third party website, the booking will be connected to the cancellation terms you agreed to when confirming the reservation.

6.2 Cancellation by us. In some circumstances, we may need to cancel your reservation e.g. if there is an unforeseeable event affecting the accommodation or our ability to make it available or damage to or around the accommodation. In those circumstances we will give you as much notice as we can, explain the issue to you and what we propose to do about it e.g. offering you alternative accommodation. If we are not able to offer you alternative accommodation or you do not wish to stay at the alternative accommodation we will provide a full refund.

7.1 How we may use your personal data. We will only use your personal data as set out in our Privacy Policy.

8.1 Take out insurance. We recommend that you take out any insurance coverage you may require or which it would be prudent to obtain in respect of any costs or expenses you may incur as a result of any changes (or attempted changes) to your reservation, delay or cancellation. 

9.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Such liability is limited to the sums you pay or which are payable under these terms in respect of the accommodation.   

9.2 We do not exclude or limit our liability to you in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights.

10.1 What these terms cover. These terms integrate additional specifications for our for-sale homes.

10.2 Why you should read them.  Please read these terms carefully before making a reservation with us as for our for-sale homes you agree to additional conditions.

10.3 Your stay. By booking one of our for-sale homes, you agree to a tidying service carried on Monday to Saturday in advance of scheduled viewings at our for-sale homes. You agree to accommodate viewings with potential buyers from happening at the time booked in from our team. We will inform you of any scheduled viewings and cleanings. 

10.4 Additional terms for 28+ nights bookings. If the property gets sold, we may need to make a change to your reservation. In these circumstances, we will give you 4-week notice and we will offer you a valid alternative accommodation. If we are not able to offer you alternative accommodation or you do not wish to stay at the alternative accommodation we will provide a full refund.

10.5. A four week notice period will be applied to the stay. StayBeyond will notify you four weeks prior and move you to a like for like (or better) property as determined by StayBeyond. As a minimum standard, the home will have an equal number of bedrooms and bathrooms. One-bedroom apartments will not be swapped for studios. In the unlikely event that an alternative accommodation cannot be provided, StayBeyond will refund the remaining balance in full.

11.1 Amendments to these terms. We reserve the right to amend these terms at any time in accordance with this provision. If we make changes to these terms we will notify you in writing of any amendments that may affect your stay. 

11.2 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

11.3 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

11.4 Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.

11.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

11.6 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. 

11.7 Events beyond our control. We will not be responsible for any delay or failure to comply with these terms if the delay or failure arises from any event which is beyond our reasonable control. Such events would include (but are not limited to) fires, floods, earthquakes, storms, natural disasters, war, civil unrest, acts of terrorism, burglary, utilities supply failure or malicious damage to or destruction of our premises, equipment, goods or the accommodation specified in your reservation.

11.8 Which laws apply to this contract and where may legal proceedings be brought. The contract between us and you any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the law of England and Wales. We and you each irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the contract between us or its subject matter or formation.