Terms and Conditions

We offer unique places suitable for your comfort

The booking information and conditions below should be read in conjunction with the details section on each property listing on the website [www.westaygroup.com] which form part of the overall agreement between you (the guest) and the management company.

Upon booking with We Stay Ltd you are deemed to have read in full and accepted the following Terms and Conditions.

Enquiries can be made via email to stay@westaygroup.com or by calling 0116 296 3186.

Photographic ID must be given before check-in in the form of a valid passport or a current driving licence.

General

We Stay Limited T/A We Stay is incorporated in England who’s registered office is at Shaw House, 1-3 Fowke Street, Rothley, Leicestershire, LE7 7PJ.

Booking & Payment Procedure

Upon booking we require a 30% deposit to secure your reservation, the remaining 70% is then due 7 days prior to check in. Credit/debit card details will be held on file to collect the final payment. Upon receipt of payment we will send you confirmation of your booking via email. You may extend your stay at any time, subject to availability.

​Payments must always be made in full, via bank transfer or credit/debit card, 7 days before your arrival. All prices quoted are in UK Pound Sterling and are correct at the time of publication. Bookings completed using a credit/debit card must be made by, or with the consent of the cardholder. Guests must be over 21 years old to make a booking with We Stay Ltd.

​Direct bookings for stays of more than 4 weeks are invoiced in monthly blocks (28 nights). The first month is due in full at the time of booking is under 30 days. Should your booking exceed 28 nights payment for month 2 must be made 30 days in advance and the same for all subsequent months.

​If booking through a third-party platform, the guest will adopt their booking and payment terms.

If full payment for your stay has not been received or has not processed by the day of check in, We Stay Ltd reserve the right to cancel your booking with no prior notice given.

Mid-Long Stays

If your booking is made in advance in weekly/monthly blocks upon booking we require 100% of the first block to secure your reservation and a signed agreement stating the terms of your stay. Credit/debit card details will be held on file to collect the final payment. Upon receipt of payment we will send you confirmation of your booking via email. You may extend your stay at any time, subject to availability.

If weekly, you will be charged via your credit/debit details or a BACS payment to be issued weekly in advance or as per the terms set out in your agreement. 

If monthly, you will be charged via your credit/debit details or a BACS payment to be issued monthly in advance or as per the terms set out in your agreement. 

Payments must always be made in full, via bank transfer or credit/debit card prior to your arrival and in line with your agreement. All prices quoted are in UK Pound Sterling and are correct at the time of publication. Bookings completed using a credit/debit card must be made by, or with the consent of the cardholder. Guests must be over 21 years old to make a booking with We Stay Ltd.

If booking through a third-party platform, the guest will adopt their booking and payment terms.

If full payment for your stay has not been received or has not processed by the agreed payment schedule, We Stay Ltd reserve the right to cancel your booking with no prior notice given.

Interest

Interest on overdue invoices shall accrue from the date when payment becomes due, From day to day, until the date of payment, at a rate of 4% above Bank Of England base rate in force at the time and shall accrue at such a rate after, as well as before any judgment.

Damage Waiver and Security Deposits

We Stay Ltd operates a damage waiver policy for all its properties within the portfolio. This covers the cost of accidental loss or damage to the selected property and or its content cause for act or omission of you and any of your guests or pets up to a certain amount, which is specific to each property.

The damage waiver policy is not insurance and does not provide liability coverage, it is in place to protects guests from potential high costs of accidental damage to the We Stay property in which they are staying.

Where any such damage caused exceeds the damage waiver amount, you agree to pay We Stay Ltd, acting on behalf of the owner, any reasonable costs incurred in making good any such loss or damage above the predetermined amount. Please request this document.

We reserve the right to hold an additional security deposit for any booking; this decision is made at our discretion. This will be in the form of a payment from the debit or credit card used at the time of Booking.

​In the event that an additional security deposit is taken, this will be held and refunded once all keys are returned, and the property has been checked by our cleaning team and completed a satisfactory check out inventory.

Cancellation Policy

All bookings are non-refundable if booked within our non-refundable cancellation period. No refunds will be made for non-arrivals. A full refund will be given if the guest cancels up to 7 days prior to check in. Any cancellation made within 7 days of check in is not eligible for a refund.

In exceptional circumstances it may be necessary for us (We Stay Ltd) to cancel a booking, in the event of this we shall make all reasonable efforts to offer a suitable alternative within our property portfolio, if we cannot offer alternative accommodation, we will provide a full refund for the dates if we cannot accommodate.

If you have any accessibility requirements or medical problems, such as reduced mobility, please let us know at the time of booking so we can advise you on suitable properties. If We Stay Ltd reasonably feels unable to properly meet your particular needs, we can refuse or cancel the reservation.

Mid-Long Stays

All bookings are non-refundable if booked within our non-refundable cancellation period. No refunds will be made for non-arrivals.

For any booking under 7 days, a full refund will be given if the guest cancels up to 7 days prior to check in. Any cancellation made within 7 days of check in is not eligible for a refund.

For any booking 7 – 14 days, a full refund will be given if the guest cancels up to 14 days prior to check in. Any cancellation made within 14 days of check in is not eligible for a refund.

For any booking 14 – 28 days, a full refund will be given if the guest cancels up to 21 days prior to check in. Any cancellation made within 21 days of check in is not eligible for a refund.

For any booking over 28 days, a full refund will be given if the guest cancels up to 28 days prior to check in. Any cancellation made within 28 days of check in is not eligible for a refund.

Please refer to your booking agreement for any specific terms and condition in relation to your reservation.

Travel Insurance

Depending on the reasons for your cancellation, you may be able to reclaim cancellation charges from your insurance company if you have taken out travel insurance.

We strongly advise that you take out adequate travel insurance to cover your stay. Access and availability can be affected by unforeseen circumstances, such as illness, adverse weather (including snow) or accidents, and events outside the control of the owner, such as failure of public utilities, which can impact upon your stay and are not subject to refund or compensation.

Amendments to Bookings

If the guest amends a booking:

If a guest wishes to amend a booking (dates of stay, accommodation required, check in/out time), we will make all reasonable efforts to comply with the request(s) however the guest will be charged for any additional charges incurred. If the guest makes amendments to the booking once the stay has commenced, we may not be able to comply with the request(s). If on any occasion the guest vacates the apartment early and wishes to terminate the remainder of their stay, this must be confirmed in writing and the keys be returned on the new agreed check-out date.

If We Stay Ltd amend a booking:

​We Stay Ltd reserves the right to make any changes or amendments to any booking at any time. If it is necessary to amend a booking, we would make every effort to allocate an identical apartment, either in the same or a similar development, this may however not always be possible, and another alternative may be offered. We are not obliged to provide any reimbursement or compensation.

Facilities & Services

Note: No items are to be removed from any property or dismantled in any way. Furniture is not to be moved within the property.

​We cannot be held responsible for failure or interruption of services within or outside of the property. If there is an interruption or breakdown to any services or facilities, once we receive notification, we will use all reasonable efforts to rectify the issue within a reasonable period of time. This includes utilities and communications (Wi-Fi, Electricity, Water, and Heating). The supply of public utilities is beyond the control of us or the owner and even after the issues has been reported to the appropriate utility company a resolution may not be possible in a timely fashion.

If there is a breakdown to any of the appliances, please inform us as soon as possible.

We cannot be held responsible for inconveniences such as noise, access or supply of services caused by engineering or repair works within the property’s vicinity.

These events are classified as Force Majeure in the contract and are not subject to compensation.

​We reserve the right to add or remove any of its services without prior notice.

Emergency call outs

Monday – Friday (9:00am – 5:00pm): 0116 296 3186

Out of Hours: 0800 090 3141

​The emergency contact details are provided to give guests a direct line to a property manager 24/7. This number is only to be used for emergencies e.g. Flood, Power Cut, and Lost Keys.

Hot Tubs

All of our property owners are asked to confirm to us that their hot tubs are maintained to strict industry standards and HSE guidelines. This includes changing the water between guest stays and checking the water condition on a regular basis. Whilst every effort is made to have a hot tub ready for immediate use by the arrival time stated, this may not always be possible. In such cases, the hot tub will usually be ready to use later that day unless otherwise advised. In such cases, no compensation or refund is payable unless the hot tub is faulty.

Should the property have a hot tub in situ, or you choose to add this to your stay as part of our additional services, information about using a hot tub safely is provided to the guest before arrival. All hot tub users should wear an appropriate bathing suit and bring extra towels for this.

If you have chosen to add a hired hot tub to your stay, the instructions and rules for this will be left at the property for you. Should there be an issue with the hired hot tub during your stay, please contact the number left for you by the hire company.

Cleaning Services

All properties are thoroughly cleaned between bookings and set up for your arrival. Under normal circumstances, the cost of the clean is included in the price you have paid.

Additional cleaning charges may be levied if significant additional cleaning is required after you leave, or you do not leave the property and its contents as you found them. Please refer to your check out information.

If your stay is for a longer period of time, over 14 days, we will be arranging a mid-stay clean, which will include a change of bed linens and towels.

​We endeavour to have each property cleaned and ready for new guests by the check-in time, however on rare occasions there may be a delay in cleaning. In the event of this, guests will be given access to the property from the check-in time and the apartment will be cleaned as soon as possible. No compensation will be given for this.

Sleeping Arrangement and Occupancy

Our property descriptions show the maximum number of guests that a property will sleep. Under no circumstances may more than the maximum number of persons specified in the property description, or the reservation, occupy the property. We reserve the right to refuse admittance or terminate the stay in the property to the hirer and their party if they are in breach of this condition.

​Infants who sleep in a cot do not count towards the total occupancy figure, however, due to space restrictions, we may restrict the extent to which the occupancy limit can be exceeded by infants.

Check In, Check Out and Return of Keys

Check-in and check-out times are specific to the property and detailed on your check in form.

In the event of keys being lost or not returned to the lockbox, we reserve the right to charge guests for replacements. The cost of this will depend on the individual situation.

If there is a delay in departing, We Stay Ltd reserves the right to charge a late checkout fee of £20 per hour.

In the event of a refusal to vacate the apartment by the booked check-out time, we reserve the right to remove all persons and belongings from the property. Any items left in a property past the agreed departure time are left at the owner’s risk – we accept no responsibility for these items and reserve the right to remove them.

As detailed in our terms and conditions, when booking with us you are responsible for looking after the property and its content. If for any reason the keys are lost during your stay, please contact us immediately via the emergency number provided. Should we need to arrange for a locksmith, this will be at cost to you.

Breakages and Damage

If you notice any damages/issues, please let us know within 24 hours of checking in.

We understand that accidents happen, and this can result in breakages or damages to the property of the equipment contained within. If such an incident occurs, we ask that this is reported immediately to the property management team. Owners are entitled to charge you for the cost of any breakages or damage to items caused to the items in the property of the property itself, or the cost of replacing missing items above the value of the damage waiver amount. However, we will be practicable about the application of this rule and will consider each incident on a case-by-case basis.

Towels and bed linen are provided, this is for your convenience and comfort, and we ask that you take care to look after them. Damage or permanent staining can occur as a result of fake tan for example.

Please take care not to remove anything from the property. If you take something away by accident, you must notify us and return the item to the property at your own expense.

​The property should be left in a reasonable state on departure, if we consider additional specialist cleaning is required (for example carpet cleaning to remove a stain), we will charge an additional fee, the price of this will depend on the extent of the damage.

Within 14 days of any deduction of any additional charges from a debit/credit card, we will provide you by e-mail or otherwise with a breakdown of the additional charges. In relation to any additional charges. The guest is responsible for taking all reasonable care of the property and its contents. The property and all equipment, utensils, furniture etc. must be left tidy at the end of the stay, except in the case of normal wear and tear. The guest will be responsible for making good any damage to the property or its contents which has occurred due to negligence, wilful damage or irresponsible behaviour on the part of those occupying the property or their guests. Such damage must be reported, without delay, to our property management team. The cost of the repair or replacement must be paid to We Stay Ltd. Should a property require a deep clean due to misuse or smoking then an additional charge of up to £250.00 will be incurred by the guest. The guest responsible for the booking undertakes that no person will suffer anything to be done which would endanger the policy of our insurers in respect of the property and its contents which might make the same void or avoidable.

Personal Belongings

We cannot be held responsible for any theft and/or damage of your personal belongings during your stay in any of our properties. Therefore, you are advised to ensure you have appropriate insurance in place.

If the Guest, or any member of your party, leaves any personal belongings behind at the property after departure, the Guest will be charged the cost of postage and packaging and an admin fee to have them returned. Any items found by the servicing company responsible for the property will be disposed of within 30 days if not claimed. All perishable foods will automatically be disposed of at the time of the changeover.

Right of Access

Representatives of We Stay Ltd or their subcontractors have the right of access to the property at any time, with written notice to the guest, to carry out any essential repair or maintenance work.

Pets

Pets are only permitted with the prior written consent of We Stay Ltd and where pets are permitted at certain properties: they are to be kept under control.

Pets are not permitted in the bedrooms or on the furniture and We Stay Ltd cannot accept responsibility for their safety. Pets must not be left in the property unsupervised as this can result in considerable damage to the property and distress to the pet. An additional housekeeping charge typically of £50 per stay will be made for each pet.

Where a property does not accept pets, We Stay Ltd cannot guarantee that there have been no pets previously kept at the property.

Any fouling of lawns, paths or outside surfaces shall be cleared up without delay, by the Guest. Failure to do this will result in additional charges being made which will not be claimed from the Damage Waiver.

Please do not take pets to properties where We Stay Ltd have stated that pets are not permitted.

Many properties have private gardens or courtyards. If you require an enclosed outdoor space suitable for pets, this will normally be stated in the property description, however, this does not guarantee that pets cannot find a way out. Some garden walls may be low enough in height that pets may be able to jump or climb over them. If you are concerned about this, please check with us before you book. We strongly recommend that pets are always supervised in the garden.

Smoking

Not to smoke, vape or use an e-cigarette in any We Stay Ltd properties. Smoking/vaping/e-cigarette are only permitted outside. Please be sure that all cigarette butts and ash are cleared and disposed of by you before departure. A surcharge of £250 will be made if evidence of smoking is discovered.

Complaints

We do not expect and certainly do not want dissatisfied guests, but if you are not entirely satisfied with the service offered, please follow the following procedures:

If you have any complaint about our booking services, you must let us know immediately in writing and in any event before you travel. Unfortunately, we cannot accept any legal responsibility if you do not let us know what is wrong and allow us an opportunity to respond to you. If we are found to be at fault in relation to any service we provide (as opposed to any owner for whom we are not responsible), we will not pay more than the commission we have earned for the booking (or the appropriate proportion of this if not everyone on the booking is affected), plus any reasonable expenses you cannot recover from elsewhere.

You must inform us as soon as possible if you are dissatisfied. This means on arrival if you are immediately dissatisfied or during your stay as soon as you become dissatisfied. You must provide an immediate opportunity for the company to put right anything that is wrong before the end of your stay.

If you feel that a problem has not been dealt with to your satisfaction, you must, within 28 days of returning from your stay, put your complaint in writing to us if you would like us to complete an investigation. You can email us at guestrelations@westaygroup.com or write to us at 1-3 Fowke Street, Rothley, Leicestershire, LE7 7PJ marked for the attention of the Customer Relations Department. We have designed this process to make sure we can resolve complaints as quickly as possible. Please help us and the Owner to assist you by following this process. If you fail to do so, this may affect your entitlement to claim compensation if this would be appropriate.

Any aggression or abuse directed towards our staff will not be tolerated. Aggressive or abusive behaviour includes language (whether verbal or written) that may cause staff to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks, and rudeness.

Unreasonable Behaviour

We Stay Ltd can refuse entry to the property if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests, members of staff or neighbours, or if they have reasonable cause to believe you or any member of your party will cause damage or loss to the property, its services or facilities. 

We Stay Ltd has the right to terminate a booking at any time during your stay on the grounds of partying, playing loud music, general nuisance behaviour, abuse to staff, mistreatment of the property, non-payment or criminal activity on the part of those occupying the property or their guests. In such circumstances, We Stay Ltd is not obliged to provide or locate alternative accommodation. The period of notice is at the discretion of We Stay Ltd. In the event of such a breach, no refund will be made. You may also be responsible for any cost incurred as a result of your behaviour.

We also reserve the right to remove guests from a property if we are outstanding any balance payments. Any part payments already captured will be retained.

Group Bookings

We Stay Ltd reserves the right to refuse a booking from a) all male or all female parties of more than six people or b) groups of three or more single people under the age of 21.

Group bookings will be required to give a reason for their stay. If the booking is allowed and guests are found to be holding parties of any kind, you will be evicted immediately, without a refund and additional costs may be incurred.

Discounts and Promotional Codes

All promotional codes promoted and distributed by We Stay Ltd via web/email/print/phone are subject to change/expiry/refusal at any time. We Stay Ltd reserves the right to change/refuse the details of promotions without notice. All valid promotions/discounts are added to the booking before payment. We Stay Ltd cannot apply discount/promotional codes after the booking has been made unless agreed in writing.

Force Majeure

Except where otherwise expressly stated in these Booking Conditions, neither the owner nor We Stay Ltd shall be in breach of this Agreement nor liable for delay in performing, or failure to perform, any of its obligations under this Agreement if such delay or failure results from events, circumstances or causes beyond their reasonable control or a Force Majeure event. Force Majeure means an act of God and includes, but is not limited to, the failure of public utilities (including both intermittent and total failure) such as water, gas and electricity; flood, drought, earthquake or other natural disaster; epidemic or global pandemic; terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions; nuclear, chemical or biological contamination or sonic boom; collapse of buildings, fire, explosion or accident.

In such circumstances, no refund, compensation, expenses, costs or other sums of any description (including without limitation the cost of securing an alternative property/accommodation) will be payable by us.

We strongly recommend that you take out adequate travel insurance to mitigate this risk to you and to protect your booking.

We Stay Ltd cannot be held responsible for any personal injury to any guests while in one of our properties. Nor can we be held responsible for loss or damage to personal effects howsoever arising at the accommodation.

Nothing in these terms and conditions limits or excludes our liability for death or personal injury resulting from our negligence or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us or any liability that cannot by law be excluded.

Subject to the above, we shall not be liable for any loss of profits, loss of business, depletion of goodwill and/or similar losses, loss of anticipated savings, loss of goods, loss of contract, loss of use, loss of corruption of data or information, or any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses.

If you are booking for, as or on behalf of a business or business employee, that business shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with your, or your businesses, breach or negligent performance or non-performance of these terms and conditions. If you are booking for, as or on behalf of a business or business employee, our total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to us under your booking. We shall not be liable for any failure or delay in the performance of our obligations which results directly or indirectly from any cause or circumstance which is beyond our reasonable control, including (but not exclusively) act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any licence or consent), fire, flood, lightning, explosion, fog or bad weather, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations undertaken at the property, strikes, lockouts or boycotts, embargo, blockade.

Other than in relation to death or personal injury caused by our negligence, or any other liability that by law cannot be excluded or restricted, our liability to you in relation to these conditions is limited to the higher of (i) GBP £1,000; and (ii) the value of the booking made with us.

Miscellaneous

​You and your party must comply with any rules and regulations set by us. We recommend that you take time to familiarise yourself with the safety procedures in the property, the building and the local area, paying particular attention to fire evacuation details and security.

Where internet or broadband connectivity is available, you agree to use such services in a responsible manner and not for any illegal purpose.

Our properties cannot be registered as your main residence.

Lost property is kept in storage for no longer than 30 days and safekeeping is not guaranteed. Lost property can be posted back to you at your own cost with prior agreement and We Stay Ltd will not accept any liability for any items that go missing.

We do not provide any storage facilities for luggage or personal belongings, including post or packages. We cannot under any circumstances accept any of these items. We do not provide keys to the apartment post boxes, the post boxes are checked regularly and if requested, post will be delivered to the apartment, otherwise it is returned. There is no mail forwarding service if the guest has checked out already.

Many of the properties in our portfolio are traditional period cottages/homes, please remember that much of their charm results from their age. Some properties were built before the days of modern conveniences such as damp-proof courses and cavity wall insulation. Please consider this if you are booking for elderly guests or young children, especially if you are travelling during the cooler months of the year. Steep stairs or low beams can be a problem, if you are concerned about this, please discuss it with us before you book.

Included in All Bookings

​As standard, We Stay Ltd will often (but is not obliged to) provide the following on arrival: a sample of washing up liquid, one toilet roll per bathroom, one dishwasher tablet, one jay cloth, one bin bag, and complimentary condiments.

Marketing

We aim to ensure that marketing material is accurate and representative of the property. However, occasionally the property owner may make changes and upgrades and errors occasionally occur. You must ensure that you check all property details and arrangements, including the price, with us at the time of booking.

Occasionally, due to owner upgrades or other circumstances, there may be small differences between the actual property and its description. Occasionally some facilities or services become unavailable or subject to restriction, in this instance, we will tell you as soon as reasonably practical after we become aware of the situation.

We cannot accept responsibility for any changes or closures to local services or attractions mentioned on our website/digital guidebook, by our team of advisers or advertised elsewhere. We make reasonable efforts to ensure that information supplied to you in relation to the property, its facilities and local facilities or services is accurate, however, we cannot accept responsibility for any inaccurate, incomplete, or misleading information about any property or its facilities and services, unless this was caused by our negligence. 

Data and Privacy

In making a booking we will ask for personal information such as your name, postal address, email address, telephone number and payment details. We may use the data to inform you about news and information we think may be of interest to you. We will not pass your information on to any third parties for the purposes of administration. By booking with us you are deemed to have consented to the use of personal information for this purpose.

We Stay Ltd is committed to protecting your privacy. We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998.

Governing Law

We Stay Ltd, the Owner and the Guest, agree that the law applying to this Contract will be English law and that we agree that the jurisdiction of the English Courts shall apply in any dispute or claim arising out of this agreement.

Acceptance of Terms and Conditions

All bookings are subject to the stipulated terms and conditions that are deemed to have been accepted in full by the guest and all persons in the party. Payment of a deposit and/or fee also indicates acceptance of these Terms and Conditions.

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