Terms and Conditions

The booking information and conditions below should be read alongside the details provided in each property listing on our website: www.westaygroup.com. Together, these form the full agreement between you (the guest) and the management company.
By booking with We Stay Ltd, you confirm that you have read and accepted the following Terms and Conditions in full.
For any enquiries, please contact us via email at stay@westaygroup.com or call 0116 296 3186.
Before check-in, guests must provide valid photographic identification in the form of a passport or current driving licence.

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General

We Stay Limited (trading as We Stay) is a company registered in England, with its registered office at:
8b, Quorn Business Quarter, Loughborough Rd, Leicester Rd, Mountsorrel, Loughborough LE12 7XF

Booking & Payment Procedure

Updated policy for bookings made on or after 02/04/2024:

A 30% deposit is required to secure your reservation.
The remaining 70% balance must be paid 14 days before check-in.
Credit/debit card details will be held on file for the final payment.
Once full payment is received, a booking confirmation will be sent via email.
Guests may extend their stay, subject to availability.
Payments must be made in full via bank transfer or credit/debit card.
All prices are in UK Pound Sterling and are correct at the time of publication.
Bookings made with 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.
For direct bookings over 4 weeks, stays are invoiced in monthly blocks (28 nights):
- - The first month’s payment is due in full at the time of booking.
  - If the booking exceeds 28 nights, payment for the second month must be made 30 days in advance, and the same applies for subsequent months.
If booking through a third-party platform, the platform’s booking and payment terms will apply.
If full payment is not received by check-in day, We Stay Ltd reserves the right to cancel the booking without prior notice.

Mid-Long Stays

For weekly/monthly bookings, full payment for the first block is required upfront, along with a signed agreement outlining the terms of your stay.
Payment methods:
- - Weekly stays: Payment is charged weekly in advance via credit/debit card or BACS transfer, as per the agreement.
  - Monthly stays: Payment is charged monthly in advance via credit/debit card or BACS transfer, as per the agreement.
Payments must be made in full and in advance.
Guests must be 21 years or older to book.
Third-party bookings follow the third-party platform’s terms.
If payment is not received as per the agreed schedule, We Stay Ltd reserves the right to cancel the booking without prior notice.

Interest on Late Payments

Overdue invoices will accrue interest at a rate of 4% above the Bank of England’s base rate, starting from the due date until payment is received.

Damage Waiver and Security Deposits

We Stay Ltd operates a damage waiver policy, covering accidental loss or damage to the property and its contents caused by the guest, their guests, or pets.
This waiver is not insurance and does not provide liability coverage but protects guests from high accidental damage costs.
If damages exceed the waiver limit, the guest agrees to pay the additional costs.
We Stay Ltd reserves the right to hold an additional security deposit at its discretion.
If a security deposit is required, it will be held and refunded once:
- 1. All keys are returned.
  2. The property passes an inspection by our cleaning team.

Cancellation Policy

Updated policy for bookings made on or after 02/04/2024:

A full refund is available if cancelled at least 14 days before check-in.
No refund for cancellations made within 14 days of check-in.
In exceptional circumstances, We Stay Ltd may cancel a booking and offer:
- 1. A suitable alternative within our portfolio, OR
  2. A full refund if no alternative is available.
Guests with accessibility or medical needs (e.g., reduced mobility) must inform us at the time of booking so we can recommend suitable properties. If We Stay Ltd is unable to accommodate these needs, we reserve the right to cancel the reservation.

Mid-Long Stay Cancellations:

Non-refundable if cancelled within the non-refundable period.
No refunds for non-arrivals.
Refund eligibility:
- - Bookings under 7 days: A full refund will be provided if cancelled 14+ days before check-in.
  - Bookings 7–14 days: A full refund will be provided if cancelled 14+ days before check-in.
  - Bookings 14–28 days: A full refund will be provided if cancelled 21+ days before check-in.
  - Bookings over 28 days: A full refund will be provided if cancelled 28+ days before check-in.
Guests should refer to their booking agreement for any specific terms.

Travel Insurance

If you need to cancel your booking, you may be able to reclaim cancellation charges through your travel insurance provider, depending on the reason for cancellation.
We strongly advise all guests to take out adequate travel insurance to cover their stay. Unforeseen circumstances, such as illness, adverse weather (including snow), accidents, or issues beyond the owner’s control (e.g., public utility failures), may impact your stay. These situations are not eligible for refunds or compensation.

Amendments to Bookings

If the guest requests an amendment:
If a guest wishes to amend their booking (including changes to dates, accommodation, or check-in/out times), we will make all reasonable efforts to accommodate the request. However, the guest will be responsible for any additional charges incurred.
Once the stay has commenced, amendments may not always be possible. If a guest decides to vacate the property early and wishes to terminate the remainder of their stay, this must be confirmed in writing, and all keys must be returned on the newly agreed check-out date.

If We Stay Ltd amends a booking:
We Stay Ltd reserves the right to amend a booking at any time. If a change is necessary, we will make every effort to provide an identical or similar apartment in the same or a comparable development. However, this may not always be possible, and an alternative may be offered. We are not obligated to provide any reimbursement or compensation for such changes.

Facilities & Services

No items are to be removed from the property or dismantled in any way. Furniture must not be moved within the property.
We Stay Ltd is not responsible for failures or interruptions to services within or outside the property.
In the event of an interruption or breakdown in services (e.g., Wi-Fi, electricity, water, or heating), we will use reasonable efforts to resolve the issue as quickly as possible. However, the supply of public utilities is beyond our control, and resolutions may not always be immediate.
If any appliances within the property break down, guests should inform us as soon as possible so we can arrange repairs.
We Stay Ltd cannot be held responsible for external inconveniences, such as noise, restricted access, or supply disruptions caused by maintenance or engineering work in the surrounding area.
Such events are classified as Force Majeure and are not subject to compensation.
We reserve the right to add or remove services without prior notice.

Emergency Contact Information

If you require assistance during your stay, please first refer to your digital guidebook. It contains useful information that may help resolve your query.
If you cannot find the information you need, the best way to contact us is via your booking platform or email. This ensures the quickest response from our team. We aim to reply within 30 minutes; however, please note that between 10:30 PM and 6:00 AM, support will be limited.
For urgent assistance and to speak directly with a team member, please call one of the following numbers between 6:00 AM and 10:30 PM. If your call does not go through, please try an alternative number. If we are unable to answer immediately, a team member will call you back as soon as possible.
Important Contact Numbers
• Property Management Queries: 07375 844151
• Reservation Queries: 07403 802441
For major incidents or emergencies during our limited support hours, please check the emergency section of your digital guidebook for further guidance.

Hot Tubs

All property owners are required to confirm that their hot tubs are maintained according to strict industry standards and HSE guidelines. This includes changing the water between guest stays and regularly checking water quality.

While every effort is made to have the hot tub ready for immediate use upon arrival, this may not always be possible. In such cases, the hot tub will usually be ready later that day or the following day, unless otherwise advised. No compensation or refund is provided unless the hot tub is faulty.

Guests should wear appropriate swimwear and bring extra towels for hot tub use.

If you have hired a hot tub for your stay, instructions and rules will be provided at the property. If you experience any issues, please contact the hire company using the number provided.

We Stay Hot Tub Terms and Conditions – Hired or Static

We want you to relax and enjoy your hot tub experience! However, to ensure your safety and enjoyment, please review the following guidelines:

Accidents & Injuries

The lead guest is fully responsible for the hot tub and its users at all times.
We Stay Ltd is not liable for accidents, injuries, or death resulting from hot tub use.
Hot tubs are professionally disinfected after each use, but guests must be aware of any allergies they may have.
Guests should exercise caution around wet surfaces to avoid slipping.
Jumping or running in or around the hot tub is strictly prohibited.
Glass items are not permitted in or around the hot tub. Any injuries caused by broken glass will not be the responsibility of We Stay Ltd.
Children under 16 must be supervised at all times.
Pregnant women must seek medical advice before using the hot tub. Please note, this is not a birthing pool.

Health & Safety

Always check the water temperature before entering.
Do not jump, dive, or enter the hot tub with sharp objects.
No glass or breakable items are allowed in or near the hot tub.
Proper swimwear must be worn at all times. No shoes or heels inside the tub.
The lead guest is responsible for ensuring that all users are in good health. If in doubt, seek medical advice.
Guests must not use the hot tub while under the influence of alcohol or drugs.
Guests must shower before using the hot tub to keep the water clean.
The hot tub cover must be secured when not in use to retain heat and ensure safety.

Upkeep & Chemicals

Do not turn off the power. If power is accidentally switched off, please turn it back on immediately.
Guests must be clean before entering the hot tub—remove dirt, grease, makeup, moisturizers, and creams.
Fake tan users are not permitted in the hot tub, as it can cause permanent discoloration. A £50 cleaning fee will be charged if the hot tub is found to be excessively dirty.
Do not add bubble bath, soaps, washing-up liquid, or any other foreign substances (e.g., silly string), as this can damage the pump. Any misuse leading to damage will result in additional charges.

Lost, Stolen, or Damaged Hot Tubs

The lead guest is responsible for keeping the hot tub in its original condition.
Any lost, stolen, or damaged hot tubs—whether minor or beyond repair—will be charged to the lead guest.
If damages are not paid for voluntarily, We Stay Ltd reserves the right to pursue legal action.

Our Right of Access

By booking, you grant We Stay Ltd and our maintenance team permission to access the hot tub for essential maintenance during your stay.

Cancellations & Refunds

If you cancel your hot tub booking at least 14 days before your stay, you will receive a full refund.
Cancellations made less than 14 days before arrival will not be refunded.

By completing the check-in form, the lead guest agrees to all terms and acknowledges that hot tub use is at their own risk.

Pools

Guests using the swimming pool do so at their own risk. We Stay Ltd is not liable for:

Loss or damage to personal belongings.
Negligence or personal injury of any kind.

Pool Rules

Children must be supervised at all times.
Know the depth before entering the pool.
Do not swim under the influence of alcohol.
No lifeguard is present—you are responsible for your own safety.
Do not enter the house while wet.
Shower before and after using the pool.
No food or drink in the pool area.
No running or diving.
Follow all safety instructions for any inflatables, including age restrictions.

CCTV is in operation overlooking the pool for your safety. Recordings are stored for up to 28 days before being deleted in accordance with data protection laws.

Gyms

Guests using the gym do so at their own risk. We Stay Ltd is not liable for:

Loss or damage to personal belongings.
Negligence or personal injury of any kind.

Gym Rules

Use equipment properly.
Know your physical limits—guests are responsible for their own health.
Shirts and shoes must be worn at all times—no sandals or bare feet.
No glass, alcohol, or food allowed in the gym.
Children under 18 must be supervised.
Return all equipment (including weights) after use.
Report any faulty equipment to We Stay Ltd.
Wipe down equipment after every use with the provided sanitizing wipes.

Cleaning Services

All properties are thoroughly cleaned between bookings and set up for your arrival. Under normal circumstances, the cost of cleaning is included in the price you have paid.
However, additional cleaning charges may apply if:

The property requires excessive cleaning after your departure.
You fail to leave the property and its contents in a reasonable condition.
There is specialist cleaning required (e.g., carpet stains or misuse of the property).

If your stay exceeds 14 days, a mid-stay clean will be arranged, including a change of bed linens and towels.
While we make every effort to ensure properties are cleaned and ready by the check-in time, delays may occasionally occur. In such cases, you will still be given access to the property at the scheduled check-in time, and cleaning will be completed as soon as possible. No compensation will be provided for cleaning delays.

Sleeping Arrangements & Occupancy

Each property listing specifies the maximum number of guests allowed. Under no circumstances may this limit be exceeded. If this condition is breached, We Stay Ltd reserves the right to refuse entry or terminate your stay without a refund.
Infants sleeping in a cot do not count toward the occupancy limit. However, due to space restrictions, we may limit the number of infants permitted.

Check-In, Check-Out & Key Return

Check-in and check-out times are property-specific and detailed in your booking confirmation email.

Lost or Unreturned Keys

Lost or unreturned keys will incur a replacement charge, the amount of which will depend on the situation.
If a locksmith is required, this will be at your expense.

Late Check-Out

Late departures will be charged at £20 per hour.
Guests who refuse to vacate at check-out time may have their belongings removed, and We Stay Ltd is not responsible for any items left behind.

Locking Yourself Out / Losing Keys

As per our terms and conditions, guests are responsible for looking after the property and its keys.
If keys are lost, a charge of £170 will apply, plus £50 for a secondary set if needed.
If you lock yourself out, you must contact a locksmith at your own expense. If the locks need replacing, you will be charged for the new locks plus three extra keys, which must be left on check-out.

Breakages & Damage

If you notice any damage or issues, please inform us within 24 hours of check-in.
We understand that accidents happen. If you break or damage anything, report it immediately to our property management team.
Owners may charge for damages, missing items, or excessive wear and tear, but we will assess each case reasonably.

Towels & Bed Linen

Towels and bed linen are provided for your comfort and convenience.
Fake tan, hair dye, and other staining substances can cause permanent damage. If any linens are permanently stained, you may be charged for replacements.

Property & Item Removal

Please ensure nothing is removed from the property. If you take an item by accident, notify us and return it at your own expense.

Excessive Cleaning & Deep Cleaning Charges

The property should be left in a reasonable state.
If specialist cleaning is required (e.g., stain removal, excessive mess), additional charges will apply.
If the property requires a deep clean due to misuse or smoking, an additional charge of up to £250 will be incurred.

Damage & Insurance

If damages occur due to negligence, willful damage, or irresponsible behaviour, the cost of repair or replacement must be paid to We Stay Ltd.
If damage affects the property’s insurance policy, the lead guest will be responsible for any losses incurred.
Within 14 days of any additional charge, a detailed breakdown of costs will be provided via email.

Personal Belongings

We Stay Ltd is not responsible for theft, loss, or damage to personal belongings during your stay.
Guests are advised to ensure adequate travel insurance is in place.

Lost Property

If you leave items behind, you will be charged for postage and an admin fee to return them.
Any unclaimed items will be disposed of after 30 days.
Perishable food items will be disposed of immediately after check-out.

Right of Access

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

Pets

Pets are only permitted with prior written consent from We Stay Ltd. Where pets are allowed, the following conditions apply:

Pets must be kept under control at all times.
Pets are not allowed in bedrooms or on furniture.
We Stay Ltd is not responsible for the safety of pets.
Pets must not be left unsupervised in the property, as this can cause damage and distress to the animal.
A housekeeping charge of £50 per pet will be applied per stay. A minimum fee of £75 will be applied for cats, should they be permitted.
For properties that do not accept pets, We Stay Ltd cannot guarantee that pets have never previously been inside the property.

Outdoor Spaces & Pet Waste

Any pet waste on lawns, paths, or outdoor surfaces must be cleaned up immediately by the guest. Failure to do so will result in additional charges that are not covered by the Damage Waiver.
Some properties offer enclosed gardens or courtyards, but this does not guarantee that pets cannot escape. Garden walls may be low enough for pets to jump or climb over. If this is a concern, please contact us before booking.
We strongly recommend that pets are always supervised outdoors.

Smoking

Smoking, vaping, or using e-cigarettes is strictly prohibited inside all We Stay Ltd properties. These activities are only permitted outdoors.

Guests must ensure that all cigarette butts and ash are properly disposed of before departure.
A £500 surcharge will be applied if evidence of smoking is found inside the property.

EV Charging

Charging of electric vehicles using any interior or exterior plug sockets at We Stay Ltd properties is not permitted.

If evidence suggests a vehicle has been charged using the property’s electricity, a £500 surcharge will be applied.
If a property has a designated EV charging point, it may be used by guests, but pre-payment is required before charging can begin.

Complaints

We strive to ensure a seamless and enjoyable experience for all guests. However, if you have a complaint, please follow these steps:

Before Your Stay

If you have any concerns regarding your booking, notify us immediately in writing, before you travel.
If we are found to be at fault for any booking-related issue, our liability is limited to the commission earned for your booking, plus any reasonable expenses not recoverable elsewhere.

During Your Stay

If you are dissatisfied upon arrival, you must inform us immediately.
If an issue arises during your stay, report it as soon as possible to allow us an opportunity to resolve it.
We cannot accept liability if you fail to notify us and allow us to address the issue.

After Your Stay

If a problem has not been resolved to your satisfaction, you must submit a written complaint within 28 days of returning.

Send complaints to guestrelations@westaygroup.com or via post to:
Customer Relations Department
We Stay Ltd
8b, Quorn Business Quarter, Loughborough Rd, Leicester Rd, Mountsorrel, Loughborough LE12 7XF

We have implemented this complaint process to ensure efficient resolution. Failure to follow this process may impact your eligibility for compensation, if applicable.

Respectful Communication

Any aggression or abuse toward our staff will not be tolerated. This includes:

Verbal or written language that causes staff to feel threatened, afraid, or abused.
Personal verbal abuse, derogatory remarks, or rude behaviour.
We are here to help, and we appreciate your cooperation in ensuring a respectful and professional environment.

Unreasonable Behaviour

We Stay Ltd reserves the right to refuse entry to the property if any member of your party exhibits unreasonable behaviour that may cause offence to other guests, staff, or neighbours. This includes behaviour that could result in damage or loss to the property, its services, or its facilities.

Additionally, We Stay Ltd may terminate a booking at any time during your stay if there is evidence of:

Partying or loud music
General nuisance behaviour
Abuse towards staff
Mistreatment of the property
Non-payment of outstanding balances
Criminal activity

In such cases, We Stay Ltd is not obliged to provide alternative accommodation, and no refund will be issued. You may also be held liable for any costs incurred due to your behaviour.
We also reserve the right to remove guests from the property if any balance payments remain outstanding. Any part payments made will be retained.

Group Bookings

We Stay Ltd reserves the right to refuse bookings for:

All-male or all-female groups of more than six people
Groups of three or more individuals under the age of 21

Guests booking as a group will be required to state the reason for their stay. If permission is granted and guests are found to be holding parties, they will be evicted immediately without a refund, and additional charges may apply.

Photography & Filming

If you intend to use a We Stay Ltd property for photography, filming, content creation, or any commercial media production, you must contact us prior to booking for approval.

Additional charges may apply, depending on the nature and scope of the production.
We Stay Ltd reserves the right to refuse bookings if we determine that the proposed use is unsuitable for our brand or may disrupt other guests or neighbours.
Unauthorised use of a property for photography or filming may result in immediate cancellation of the booking without refund, and additional charges may be incurred.

For all media-related inquiries, please contact us at prostay@westaygroup.com before finalising your reservation.

Discounts & Promotional Codes

All promotional codes issued by We Stay Ltd (via web, email, print, or phone) are subject to change, expiry, or refusal at any time.

We reserve the right to alter or cancel promotions without prior notice.
Any valid discount or promotion must be applied before payment is made.
Discounts cannot be applied retrospectively unless agreed in writing.

Force Majeure

Neither We Stay Ltd nor the property owner shall be liable for any delays or failure to fulfil obligations due to circumstances beyond reasonable control (Force Majeure). This includes but is not limited to:

Failure of public utilities (water, gas, electricity)
Natural disasters (floods, earthquakes, pandemics)
Terrorism, riots, war, civil unrest
Government actions (sanctions, restrictions)
Structural damage (fire, explosions, building collapse)

In such cases, no refunds, compensation, or alternative accommodation will be provided. We strongly recommend that guests obtain comprehensive travel insurance to cover any potential losses.

We Stay Ltd cannot be held responsible for:

Personal injury sustained by guests at our properties
Loss or damage to personal belongings

However, nothing in these terms excludes liability for death or personal injury caused by our negligence or for fraudulent misrepresentation.

For business bookings, liability is limited to the fees paid for the reservation. We will not be liable for:

Loss of profits, business, contracts, or reputation
Interruption of service due to external circumstances

Our total liability in any claim is limited to the greater of £1,000 or the value of your booking.

Miscellaneous

Guests must comply with property rules and regulations and familiarise themselves with safety procedures, including fire evacuation plans.
Internet usage must be responsible and not for illegal purposes.
Properties cannot be used as a primary residence.
Lost property is stored for 30 days but safekeeping is not guaranteed. Items can be returned at the guest’s expense.
We do not provide luggage storage or mail handling services. Any post received after checkout will be returned.

Traditional Properties

Many of our properties are period homes that may lack modern conveniences like damp-proofing or insulation. Guests with elderly companions or young children should consider factors like steep stairs or low beams when booking.

Included in All Bookings

Where applicable, guests may receive a starter pack on arrival, which may include:

Washing-up liquid
One toilet roll per bathroom
One dishwasher tablet
One cleaning cloth
One bin bag
Complimentary condiments

(Please note that these items are not guaranteed and are subject to availability.)

Marketing & Property Descriptions

We strive to ensure all marketing material is accurate, but property owners may make upgrades or changes without prior notice.

We recommend guests verify property details and amenities before booking.
If a property differs slightly from its description, this is not grounds for cancellation or refund.
We cannot be held responsible for closures of local services or attractions.

Vehicle Parking:

Guests are responsible for their own vehicles while on the premises. We Stay Ltd cannot be held liable for any damage to vehicles during the stay.

Data & Privacy

When making a booking, guests provide personal information such as name, address, email, and payment details. This data may be used to provide booking confirmations and updates, as well as inform guests of offers and news.

We do not share personal data with third parties for administration purposes.
We Stay Ltd complies with the Data Protection Act 1998 and is committed to safeguarding guest privacy.

Governing Law

This agreement is governed by English law, and all disputes will be handled under the jurisdiction of the English courts.

Acceptance of Terms & Conditions

By booking with We Stay Ltd, guests confirm that they:

Have read and understood these terms and conditions
Agree to abide by the rules stated
Accept responsibility for their party’s conduct

Payment of a deposit or full fee constitutes acceptance of these terms.