Stay Social Stays

Manage Booking

Terms & Conditions

Stay Social Stays – Terms and Conditions

What these terms cover:

When you make a booking with us via our digital channels (such as our website or mobile site), these terms and conditions will apply. If you book five or more rooms for two or more nights, we will treat this as a Group Booking. All types of bookings are covered by these terms.

When you make a booking on our digital channels, you will be asked to click “I accept.” You will not be able to complete your booking if you do not do this. Clicking “I accept” confirms that you accept these terms.

For your benefit and protection, you should read these terms carefully before making a booking. If you do not understand any point, please ask us for further information.

If you have a question about your booking or these terms, please visit our website www.staysocialstays.com and click on the “Contact Us” link. We will respond as quickly as possible, normally within five working days.

 

Contents of these terms:

  • A. Making a booking and identification required on arrival

  • B. Payment

  • C. Cancellation, amendments, refunds, and no-shows

  • D. Arrival, departure, and relocation

  • E. Your stay – requirements of you and other guests

  • F. Extras

  • G. Pets and other animals

  • H. Car parking

  • I. General

  • J. Information about us and how to contact us

 

A. Making a Booking and Identification Required on Arrival

  1. Please follow the directions on our website or mobile site to make a booking.

  2. If you book five or more rooms for two or more nights, we will treat this as a “Group Booking.”

  3. We will issue a confirmation number when your booking has been accepted. No booking is binding on Stay Social Stays until we issue you with a confirmation number.

  4. Each booking is for one accommodation only. It is not possible to split a booking across multiple locations.

  5. Your booking is not transferable. You cannot transfer, resell, or advertise your booking (in whole or in part). If you do so, we may terminate your booking and retain any money paid. Resold bookings may not be honoured.

  6. You must ensure that the name on a booking is correct at the time of booking. We cannot change the name on a booking after it is confirmed.

  7. You are responsible for ensuring that everyone staying under your booking complies with these terms.

  8. You must be aged 18 or over to make a booking or stay alone. We may require photo identification (driver’s licence, passport, or national ID card) as proof of age. If you cannot provide satisfactory ID, we may cancel your booking without refund.

  9. If you are paying by cash for a pay-on-arrival or walk-in booking, you must also show a valid credit/debit card and photo ID. If you are unable to do so to our satisfaction, we may cancel your booking without refund.

  10. We may request photo identification at any time during your stay.

 

B. Payment

  1. All payments are due six weeks prior to your stay unless otherwise advised.

  2. VAT: Room rates published on our website include VAT unless stated otherwise. If VAT rates change between your booking date and payment date, we may adjust the final amount accordingly.

  3. Group Bookings: Please refer to your group booking contract or contact our Groups Team. If payment is not made according to the agreed schedule, we may cancel the booking without refund.

  4. Any bookings made through our reservations centre will be subject to an additional, non-refundable booking fee.

 

C. Cancellation, Amendments, Refunds, and No-Shows

Cancellation

Cancelling a Booking

  1. All bookings are at discounted rates and are non-refundable in whole or in part, including Extras and booking fees.

  2. You can cancel by:

    • Using the Manage Booking portal (groups only); or

    • Calling the Central Reservations team at 0131 203 3041 (calls cost 13p per minute plus your phone company’s access charge).

Cancelling a Group Booking
3. Please refer to your group booking contract or contact the Groups Team.

Booking Amendments

Non-Amendable Accommodation Bookings
Accommodation bookings are non-amendable. Any change request will be treated as a cancellation and subject to the cancellation terms.

Booking Amendments
4. If an amendment is allowed:

  • If the new booking is cheaper, no refund for the difference will be made.

  • An amendment fee of £10 per change applies (per room).

Example:
If you booked two rooms and wish to move both, subject to availability, you must pay:

  • Any difference in cost if the new date is more expensive; and

Group Booking Amendments
5. Please refer to your specific group booking contract or contact the Groups Team.

Booking Errors and Corrections

  1. If a booking error is discovered, we reserve the right to:

    • Request payment for any undercharged amount; or

    • Refund any overpayment.

Our team will contact you directly to discuss.

No-Shows

  1. If you do not check in by 9:00 PM on your scheduled arrival date and have not notified us, we will treat this as a “no-show.”

  2. No refunds are provided for no-shows.

Refund Process

  1. Refunds, where applicable, will only be made to the payment card used for the booking.

  2. Refunds are normally processed within 10 days of cancellation.

  3. Your statutory rights remain unaffected.

Cancellation by Stay Social Stays
4. We may cancel your booking if:

  • You fail to pay on time; or

  • Circumstances outside our reasonable control prevent us from fulfilling your booking.

  1. If we cancel for reasons beyond our control, we will refund the full amount paid, excluding non-refundable Extras and booking fees.

 

CANCELLATION BY STAY SOCIAL STAYS

2. If you fail to pay us when required or breach these terms, we may cancel your booking with immediate effect by giving you notice (including by email or phone call).

3. If an event outside of our reasonable control is likely to prevent us from fulfilling your booking, we may cancel your booking by giving notice (including by email or phone call). In this case, we will refund in full any payment made by you for the booking to the card used for payment, including any food and beverage Extras. All other Extras and any booking fees are non-refundable.

 

D. Arrival, Departure and Relocation

1. You may check in after 3:00 PM on the scheduled arrival date unless an early check-in has been requested and approved, subject to availability.

2. You must check out before 10:00 AM on your scheduled departure date unless a late check-out has been requested and approved, subject to availability. If you fail to check out on time, we may charge you the current applicable room rate until you check out.

3. Relocation Policy:
If a room is unavailable on arrival (other than due to an event outside of our reasonable control – see section J6), we will either:

  • (A) Provide a room in another accommodation, along with any equivalent Extras booked, and cover the reasonable cost of transport and parking;

  • (B) Provide a room in third-party accommodation and cover the reasonable cost of transport and parking; or

  • (C) At your request, or if no suitable alternative is available, cancel your booking and refund any prepayments including food and beverage Extras. All other Extras are non-refundable.

 

E. Your Stay – Requirements for You and Your Party

1. Accessibility: We offer wheelchair-accessible and limited mobility rooms subject to availability. Please request these at the time of booking.

2. You must not exceed the maximum room occupancy specified on your booking form. Please contact the accommodation team for confirmation regarding cots or room size.

3. No one under 18 may stay alone. Under-18s must not be left unattended in rooms or public areas.

4. Special requests are subject to availability and cannot be guaranteed.

5. The maximum booking period is 28 days. Consecutive bookings exceeding this may require you to move rooms. Failure to comply may result in booking termination without refund.

6. Commercial activities are not permitted without prior written consent. Breach may result in booking termination and retention of any money paid.

7. Smoking is prohibited in all rooms and public areas. Designated smoking areas are available outside. Breaches may incur cleaning fees, room replacement costs, and administration fees.

8. Hazardous or dangerous items must not be brought onto the premises.

9. You must not damage or interfere with hotel property. We may charge you for repairs, replacements, or specialist cleaning.

10. No personal cooking equipment (e.g., microwaves, toasters) may be operated in rooms.

11. Noise or disturbances affecting other guests or staff are prohibited.

12. Room keys must be returned at check-out. Failure to return may incur replacement charges.

13. Non-compliance with any of paragraphs E2-E12, or illegal activity, may result in immediate termination of your booking without refund. Serious breaches may result in future booking bans.

14. You are responsible for any damage or loss caused by you or your party.

15. We may charge any due costs to the payment card provided at the time of booking.

 

F. Extras

1. Breakfast, WiFi, and other Extras may be available. Rates usually exclude Extras unless otherwise stated.

2. Extras may be purchased during your stay or at the time of booking.

3. All Extras are subject to availability.

4. Food and beverage Extras are refundable only according to these terms. Other Extras, including WiFi, are non-refundable.

5. Extras cannot be transferred between bookings. They can only be cancelled if the associated booking is cancelled.

 

G. Pets and Other Animals

1. Guide dogs, assistance dogs, and hearing dogs are welcome free of charge with prior notice. Other pets or animals are not permitted.

2. Pets and animals are not allowed in bar and café areas. Pets must not be left unattended and dogs must be on leads in public areas.

 

H. Car Parking

1. Car parking may be available at certain accommodations. Fees vary.

2. Where car parking is managed by third parties, your agreement will be with them, not Stay Social Stays. Please review the third-party terms displayed at the car park.

3. We are not liable for loss or damage to vehicles or their contents, whether parked in our accommodation’s parking or elsewhere.

 

I. General

1. Your personal information is processed in accordance with our Privacy Policy, which you should read carefully.

2. Additional terms apply when using our website, apps, or other digital channels.

3. Bookings by Local Authorities, Councils, or Housing Associations are also subject to our specific Local Authority Terms & Conditions.

4. We may update these terms at any time. The terms applicable to your booking are those in force at the time of booking.

5. Your statutory consumer rights are not affected by these terms.

6. Events Beyond Our Reasonable Control:
We are not liable for failure to meet obligations due to events beyond our reasonable control, including (but not limited to) natural disasters, terrorism, government restrictions, or utility failures.

7. Complaints:
Please contact us via the “Contact Us” link on our website. We aim to respond within 5 working days.

8. Our Liability:

  • (a) We are not liable for losses not caused by us or not foreseeable when the contract was made.

  • (b) Under the Hotel Proprietors’ Act 1956, liability for guests’ property is limited unless otherwise proven.

  • (c) Our total liability for non-Act covered losses will not exceed twice your total booking amount.

  • (d) We are not liable for loss or damage to vehicles or their contents.

  • (e) Nothing in these terms limits our liability for fraud, death, or personal injury caused by negligence.

9. Severability:
If any part of these terms is invalid, the rest remains in effect.

10. Waiver:
Failure to enforce any right does not constitute a waiver of it.

11. Third-Party Rights:
This contract is between you and us. No third party has rights under it.

12. Governing Law:
These terms are governed by English law. Disputes are subject to the non-exclusive jurisdiction of English courts, though we may pursue you elsewhere.