Terms and Conditions

Booking Terms & Conditions

Please read these terms and conditions carefully as these conditions incorporate the basis on which bookings for 12Stay are accepted. Failure to abide by these Terms and Conditions permits the owner or the manager to refuse the key, amend the rental or apply additional charges and/or terminate the occupancy.

How to Book / Quotes and Reservations

Bookings can be made via the online booking form or by calling our Reservations staff on 0208 191 7959. Verbal quotes are valid for 24 hours only. Any verbal quote given is only an estimate of the price, which will be subject to written advice on confirmation of the reservation from your booking manager.

Accommodation

The premises are let to you for holiday purposes only.
The tenancy is for the period stated in the confirmation letter and final receipt.
The accommodation is for the maximum person per bed per premises booked. Whilst care is taken to ensure that the description of facilities and services of 12Stay is accurate, these are continually being changed, upgraded, and on occasion taken out of service. If any feature/facility is essential for the guest in choosing a particular property, it is advisable that the guest checks this with the reservation staff at the time of booking. 12Stay cannot be held liable for omissions or errors, whether temporary or permanent, in regard to a property’s facilities and services.

The person affecting a booking shall be deemed to have accepted the booking conditions on behalf of all persons in the booking.

Cancellations and Amendments

An Amendment is a change in either dates or property where the total price difference is higher. Any other changes are considered cancellations.

30 days prior to check-in :
Amendments and cancellations can be made free of charge.

14 days prior to check-in:
Cancellations will be charged a 25% administration fee. 
Amendments will be charged a 10% administration fee.

7 days prior to check-in:
Cancellations will be charged a 50% administration fee. 
Amendments will be charged a 25% administration fee.

Within 7 days of check-in:
Cancellations will be charged a 100% administration fee. 
Amendments will be charged a 25% administration fee.

Amendments within 2 days of check-in will be considered cancellations.

Please note that all bookings made with special promotion vouchers (eg blackfriday23will be charged an Amendment or cancellation fee of 100% at all times.

Check-in

Standard check-in is 3pm. Do ask for an earlier time if required at least 24 hours in advance, as it may be available.

Check-out

Standard check-out time is 10 am. Do ask for a later time if required at least 24 hours in advance, as it may be available.

A late check-out fee of 1 additional night will automatically be debited to the credit card of the guest for late check-out without a prior written agreement.  The guest hereby authorises the manager to do so.
Where applicable, keys must be returned to their lockbox or property manager as discussed.

Cleaning and Linen

All properties will have linen supplied in them.

Please ensure that the property is left clean and tidy when vacating. All crockery and utensils must be washed and placed back in the cupboards.

All furniture must be left in the same position as it was upon check-in. Charges will be made for any additional cleaning or relocating furniture.

All rubbish and bottles must be removed from the property and placed in the rubbish bins provided prior to vacating. Any excess items left in the apartment will incur an additional charge.

Damages, Breakages and Losses

All damages, breakages or losses to the property, furniture and furnishings are to be reported to the manager by the guest immediately. Should you discover a default or breakage or maintenance/safety issue when you arrive, please advise one of our team or we will consider those the responsibility of the current guest and charge accordingly. When a guest registers or an invitee of a guest enters the premises, they are deemed to have agreed to be bound by these conditions. Guests and invitees are expected to behave in a manner, which is conducive to the safety, comfort and convenience of other guests within the property.

In the event that the property has been either damaged (whether such damage is wilful or not) the manager without reference will enter a debit on the credit card of the guest and the guest hereby authorises the manager to do so. This is at the sole and absolute discretion of the manager and/or staff or managers of 12Stay.

Damage to Common property

Occupiers of any unit shall not mark, paint, drive nails or screws or the like into or otherwise damage or deface any structure that forms part of the common property. Occupiers of any unit shall not damage any lawn, garden, tree, shrub, plant or flower being part or situated upon the common property. When you book direct you give 12Stay permission to put an authorisation hold equal to the security deposit of the property you have booked. This amount will be held 1-3 days prior to check-in, and returned 1-3 after check out given there are no stolen items, damages or extra cleaning required to the property. 

Security deposit

When you book direct you give 12Stay authorisation to hold a security deposit for the property you have booked. This will be taken from the chosen banking card you booked the property with. This amount will be held 1-3 days prior to check-in, and returned 1-3 days after check out given there are no stolen items, damages or extra cleaning required of the property.
 

Extra Person Charge

Persons aged over 2 years will be charged a £100 Extra Person rate for each person staying in a room which exceeds the maximum occupancy for the room type.

Functions

The properties we manage are for residential accommodation only. Functions/parties of any sort are not permitted and penalties apply. Any type of function, party, wedding or get-together will incur a fee of £5,000.

Future Bookings

Please be reminded that reservations are not automatically placed year after year. To avoid disappointment please make your next booking on check-in or during your holiday. A deposit must be placed to secure your reservation.

Keys

Where applicable, keys are to be collected and returned to their lockboxes found on the property. Any properties with smart locks have generated codes that guests will receive via email prior to their check-in. For security reasons lost keys will incur a complete re-key of the locks at the guest’s expense.
An additional charge of £50 will apply for any remote controls which are lost or damaged. 

Lock Out Procedure

A £200 fee will be charged if the manager is called out between 7 pm and 6 am due to misplaced or lost keys to gain access to the property.

Loss, Damage or Theft of Guests property

The Manager/Owner takes no responsibility for personal property. This establishment or proprietor of the property shall not be liable to any guests or invitees for any loss, damage or destruction to the property or any personal property brought upon these premises by the said guest or invitee. Without limiting the foregoing, personal property shall include jewellery, money and other personal effects and motor vehicles parked on premises. Guests are strongly advised to seek their own travel insurance.

Noise

Owners or occupiers of any unit shall not create any noise to interfere with the peaceful enjoyment of owners or occupiers of any other unit or any person lawfully using common property. Owners and occupiers of all properties shall take all reasonable steps to ensure that their invitees do not behave in a manner likely to interfere with the peaceful enjoyment of occupiers of any other unit.

Office Hours

Our office hours are from 9 am to 5 pm Monday to Friday. Closed Christmas Day.

After booking, you will be provided with a telephone and WhatsApp number providing 24/7 support.  

Pets

Pets are not allowed without a written agreement.

Rates and Changes

Rates are subject to change at any time prior to the deposit being paid. Prices listed are in British Pounds.
Discounts of any kind are only applicable on Rack Rates. Any verbal quote given is an estimate only, which will be subject to written confirmation of the reservation. The price of your stay cannot be guaranteed until the security deposit is received.

Responsibility

Every effort is made to ensure that the information displayed on this website is correct. Information and rates on the 12Stay website are subject to change without notice.

Subject to Change

We accept bookings in good faith as managers and these bookings may be subject to change. We cannot be held responsible for circumstances beyond our control. 

Tariffs are subject to change without notice. Minimum night stays apply, which varies amongst properties. No responsibility is accepted for errors and omissions contained on our website and ensuing correspondence with respect to bookings and tariffs. We are careful not to misrepresent any rental property. Room numbers and/or complex or house locations are not guaranteed. We cannot be held responsible if the accommodation is unsatisfactory on arrival. No refund is given if you are unsatisfied with your accommodation.

In certain circumstances, refunds will be given due to health and safety reasons. Satisfactory evidence in writing from a guest may be considered. This refund process may take between 6 to 8 weeks. A written refund application will need to be completed for consideration.
No guarantee is given that your money will be refunded.

Under 18’s

All clients under the age of 18 must be accompanied by a parent/guardian or an individual over the age of 21. We have the right to refuse any booking when the legal guardian over 21 cannot provide a current photo ID if requested before check-in.

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