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 of these 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” and 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 own 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 in relation to your booking or these terms please visit our website www.staysocialstays.com and click on the “Contact Us” link. We will respond to you as quickly as we can and normally within 5 working days.
Contents of these terms:
A. Making a booking and identification required on arrival at the accommodation
B. Payment
C. Cancellation, amendments, refunds and no shows
D. Arrival, departure and relocation
E. Your stay- requirements of you and the other members of your booking
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 at the hotel
1. Please follow the directions on the website or mobile site as advised to make a booking.
2. If you book five or more rooms for two nights or more we will treat this as a “Group Booking”.
3. We will issue you with a confirmation number when a booking has been made. The confirmation number is proof that we have accepted your booking. No booking shall be binding on Stay Social Stays until we issue you with a confirmation number.
4. Each booking will be for one accommodation only. It is not possible to split a booking across multiple hotels.
5. Your booking is not transferable. You cannot transfer or resell your booking (in whole or in part) or advertise or otherwise offer any Stay Social Stays room for sale and if you do transfer or resell (or attempt to transfer or resell) your booking then we may terminate your booking and retain any money paid to us for such booking. Any bookings resold or transferred may not be honoured and we accept no liability in respect of this. We may also refuse to take any future bookings from you.
6. You must ensure that the name on a booking is correct at the time of booking as we will not change the name on the booking afterwards.
7. You are responsible for ensuring that each person who stays at the accommodation under your booking, even if you make a booking for someone else’s benefit and don’t stay yourself, complies with these terms.
8. You must be aged 18 years or over to make a booking with us and you must be aged 18 years or over to stay alone. If a guest arrives at the accommodation and is under 18 years of age the guest will not be permitted to stay alone. We may require photo identification (a driver’s licence or passport) as proof of age and if the guest is unable to present this to the satisfaction of the accommodation we may terminate your booking without refund.
9. You must be able to show photo identification (a driver’s licence, passport or national ID card) and a valid credit or debit card if you are paying by cash for a pay on arrival or walk-in booking at a Travelodge hotel. If you are unable to produce this to the satisfaction of the hotel we may terminate your booking without refund.
10. You must be able to show photo identification (a driver’s licence, passport or national ID card) if requested by Stay Social Stays at any time. If you are unable to produce this to the satisfaction of the accommodation we may terminate your booking without refund.
B. Payment
1. All payments are due six weeks prior to your stay unless you are otherwise advised by us.
2. VAT. Room rates, as published on our website, are inclusive of VAT, unless we state otherwise. If your payment is not due in full at the time of booking and the rate of VAT changes between the date of your booking and the date of payment, we will be entitled to charge you (i) an additional amount to reflect any increased rate of VAT at the date of payment, or (ii) the same amount regardless of any reduced rate of VAT.
3. Group Bookings. Please refer to the group booking contract you have entered with us, or contact our Groups Team to find out. If we do not receive payment in accordance with the payment schedule as agreed in your group booking contract, we reserve the right to cancel your group booking without returning any amount already paid.
5. 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 these bookings are not refundable in whole or in part (including any Extras purchased or any booking fee).
You can still notify us of the cancellation via:
(i) Manage Booking portal
(ii) 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
2. Please refer to the group booking contract you have entered with us, or contact our Groups Team to find out.
AMENDMENT
1. The accommodation booked, is not amendable. Should you request us to change the accommodation or the room type, we will deem the change as a cancellation request and the paragraphs under the Cancellation heading above will apply.
Amending a Booking
2. The same provisions as above in paragraph C.7 to C.10 above (inclusive) apply to any amendment requested for a Rate booking except that:
a. as bookings are not refundable in whole or in part, we will not refund you the difference if the value of the new booking is cheaper than that of the previous booking and such difference will be forfeited.
b. an amendment fee, currently charged at £10 per change, will be payable anytime you amend a booking.
If you have more than one room booked, the amendment fee will multiply accordingly.
For example, you booked two rooms to check in on 1 July. In order to change the check in date for both rooms from 1 July to 1 August, you need to check if the hotel has availability and if the hotel does, you need to pay:
– the difference in value if 1 August is more expensive
– Amendment fee of £20 (£10 for Room 1 and £10 for Room 2)
Such amendment fee will not be charged if the only change made to a booking concerns adding/removing Extras.
Amending a Group Booking
3. Please refer to the group booking contract you have entered with us, or contact our Groups Team to find out.
NO SHOWS
1. If you do not check in at the accommodation before 9pm on the check in date as stated in your booking and if we do not receive any prior notification for the failure to check in, we will treat this as a “no show”.
2. We will not provide any refund for any no show, regardless of the rate type.
REFUND PROCESS
1. Where a refund is payable in accordance with these terms, we will only make refunds in full and to the payment card that you used to make the booking. If you cancel your booking within 7 days from making the booking in accordance with these terms we will normally credit refunds within 10 days of cancellation. If you are an individual consumer, your statutory rights are unaffected. You can find out more about your statutory rights by contacting the Citizens Advice Bureau or going to https://www.gov.uk/consumer-protection-rights.
CANCELLATION BY STAY SOCIAL STAYS
2. If you fail to pay us when you are required to do so or breach these terms we may cancel your booking with immediate effect on notice to you (including by email or via call).
3. If an event outside our reasonable control (as explained in paragraph J6 below) is reasonably likely to prevent us from performing your booking we may cancel your booking on notice to you (including by email or via call) and will refund in full any payment made by you in respect of such booking to the payment card that you used to make the booking, including any food & beverage Extras but excluding all other Extras (which are non-refundable) and any booking fees.
D. Arrival, departure and relocation
1. You can check in after 3pm on the scheduled date of arrival unless you request and approved an early check-in with your booking, subject always to availability.
2. You must check-out before 10am on the scheduled date of departure unless you have requested and approved a late check-out with your booking, subject always to availability. If you do not check out by 10am, or the applicable time if you have requested a late check-out, then we may charge you a rate at that time for the applicable room(s) until you check out.
3. We operate a relocation policy. If a room is unavailable on arrival (other than due to an event beyond our reasonable control – see paragraph J6 below) then we agree to either:
A) provide a room, and subject to availability any equivalent extra which you have booked, in another accommodation and pay the reasonable cost of transport to that alternative accommodation or any applicable car park charges; or
B) provide a room in a third party accommodation and pay the reasonable cost of transport to that alternative accommodation or any applicable car park charges; or
C) at your request or, if in our reasonable opinion there is no suitable alternative accommodation available, cancel your booking and refund you any money you have paid in advance for the unavailable room(s) including related food & beverage Extras (all other extras are non-refundable).
E Your stay – requirements of you and the other members of your booking
1. Accessibility- at various accommodation, we provide wheelchair accessible and limited mobility rooms subject to availability. Please specify this requirement at the time of booking.
2. You must not exceed the maximum specified occupancy for the room type which you have booked. The maximum occupancies are set out on your booking form. You will need to speak directly to the accommodation team via email or call to confirm availability of cots and room size.
3. We do not permit people under the age of 18 to stay in our accommodation alone. You must not leave under 18s unattended in any rooms or public areas at any times.
5. We will try to assist with any special requests but all room bookings are subject to availability.
6. The maximum period for a booking is 28 days. If you make a booking or consecutive bookings exceeding this duration, or stay at an accommodation for 28 or more days consecutively, we reserve the right to require you to move rooms. If you refuse to do so we may terminate your booking and retain any money paid to us for such booking.
7. In making a booking you agree to not use the Stay Social Stays accommodation or its facilities to conduct any commercial activity or activity that seeks to gain profit without prior written consent from Stay Social Stays. We may terminate your booking and retain any money paid to us for such booking if we believe that you are in breach of this provision.
8. Smoking is not permitted in any accommodation other than in designated smoking areas outside the accommodation You must not smoke in any of our accommodation types, either in the rooms or public areas, or interfere with our fire detection system or with any emergency equipment. If you do so we may terminate your booking and reserve our rights to take any further action. We may either (at our sole discretion) request the immediate re-payment of our reasonable costs during your stay, charge the payment card details provided at the time of booking or instruct a third party to contact you after your stay to recover our reasonable costs. The reasonable costs we incur if you smoke in our hotel are likely to include costs for specialist cleaning, repair or replacement of damage by you to our property, the cost of the room for any period it is unusable and our administration expenses. If you request it we will send a breakdown of these costs to the address used for the booking.
9. You must not bring any potentially hazardous or otherwise dangerous items on to our premises.
10. You must not damage or interfere with any items belonging to us. If you do so we may terminate your booking. You must bring any damage to our hotel or property to our immediate attention. We may either (at our sole discretion) request the immediate re-payment of our reasonable costs during your stay, charge the payment card details provided at the time of booking or instruct a third party to contact you after your stay to recover the reasonable costs for any repair, replacement or specialist cleaning we incur if you damage our hotel or property. If you request it we will send a breakdown of these costs to the address used for the booking.
11. Cooking equipment including but not limited to microwave ovens, fridges, deep fat fryers and toasters must not be operated by you in the accommodation.
12. You must not cause any disturbance to any other guests or our staff including but not limited to noise disturbance.
13. All room keys must be returned to to reception on check-out. If you don’t do this we may charge you for a replacement key or lock as required. In the event that a key is not returned after check-out we request you to contact the hotel to make arrangement for keys to be returned.
14. If you do not comply with any of paragraphs E2 to E12 when staying at our accommodation, or do anything illegal whilst on our premises, we may terminate your booking and require you to leave the hotel immediately and may retain any money paid to us for such booking. If we consider your non-compliance to be sufficiently serious we may not accept any future reservations from you and/or not allow you entry to or accommodation at any of our hotels.
15. Your responsibility: If you or any member of your booking causes damage or loss of any kind to us or any other guests, including but not limited to as described in paragraph E8 (Smoking) above, you will be responsible for that damage or loss and you as the person who made the booking will be required to pay the costs, including but not limited to those described in this section E.
16. If we are entitled to recover costs or other sums of money from you under this section E we may (at our sole discretion) charge the payment card details provided at the time of booking.
F Extras
1. Various accommodation offer breakfast, WiFi and other items as Extras (some free). The rates may excludes any Extras unless we expressly agree with you otherwise as part of your booking.
2. You may purchase Extras during during your stay. You can also purchase Extras directly at the accommodation.
4. Extras are always subject to availability.
5. Food & beverage are refundable in accordance with these terms only. All other Extras, including but not limited to WiFi, are non-refundable at any time.
7. We will not transfer Extras to another booking and Extras cannot be cancelled unless the related booking is cancelled and refunded. Please refer to section C above for more detail on cancellation and when Extras may be refunded.
G Pets and other animals
1. Guide dogs, assistance dogs and hearing dogs may be brought into the hotel free of charge; please notify our accommodation team via email or call in advance that you are intending to bring such dog(s) with you. Except as set out in this paragraph, pets and other animals or insects are not permitted in any accommodation.
2. Pets or other animals are not permitted in bar cafe areas at any times. You must not leave pets or other animals unattended in any rooms or public areas at any time and dogs must be kept on leads in public areas at all times.
H Car parking
1. Car parking is available at many of our accommodation. In some locations this is provided by the accommodation and at other locations it is provided by a third party provider and fees vary between accommodation.
2. If the car parking at a accommodation is provided or managed by a third party provider and you decide to use this car parking you will enter into an agreement with the third party provider and not Stay Social Stays. Information on the third party provider is displayed at the car parks and on the pay and display tickets. We strongly advise that you read the third party provider’s terms as displayed at the car park before parking your car.
3. We shall not be liable in any circumstances for any loss or damage to vehicles you bring to the accommodation or any property left in them regardless of whether they are parked in a car park connected to the accommodation or not.
I General
1. We process your personal information in accordance with our Privacy Policy . Please take the time to read our Privacy Policy as it includes important terms which apply to you. By providing personal information in connection with a booking you consent to such processing on behalf of you and each guest staying with us under such booking.
2. Additional terms apply to your use of our digital channels whether or not you make a reservation through them. These are published on the relevant digital channel. Please take the time to read these as they include important terms which apply to you.
3. Where Local Authorities, Councils or Housing Associations make a booking via our digital channels (such as our website or mobile site) or telephone booking service, they agree to comply with our Local Authority, Council and Housing Association Terms & Conditions, in addition to these terms and conditions.
4. Amendments to these terms: We reserve the right to change these terms from time to time and the terms applicable to your booking are those in force on the date of booking. These terms apply from the date set out at the start of these terms.
5. Statutory Rights: If you are an individual consumer you have certain legal statutory rights. If any of these terms conflict with a statutory right or the law changes and your statutory rights change, then the statutory rights will prevail over these terms. For more information on your statutory rights see https://www.gov.uk/consumer-protection-rights or contact your local Citizens’ Advice Bureau or Trading Standards office.
6. Events Beyond our Reasonable Control: We shall not be in breach of these terms or liable for any failure to perform any of our obligations in relation to your booking (such as the provision of room(s) and/or other products and/or services and/or Extras) due to any adverse event, act, omission or accident which happens which is beyond our reasonable control including but not limited to flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, partial or full cancellation or delay of major public event, interruption or fire (except by way of our default) or failure of (except by way of our default) electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.
7. Complaints, Questions and Disputes: If you wish to make a complaint or have a question regarding your booking please contact us using the ‘Contact Us’ link on our website. We will respond to you as quickly as we can and normally within 5 working days.
9. Our Liability:
a) We will not be liable for any losses which are not caused by either a breach of these terms by us, our non-compliance with our duties under applicable legislation or our negligence. We will also not be liable for any losses which were not foreseeable to both parties when the contract was formed. Loss is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen for example if you discussed it with us during the booking process.
b) We want to provide a safe and secure environment for your stay and where necessary we will take appropriate security measures. Under the Hotel Proprietors’ Act 1956 (“Act”) we may be liable for loss or damage to your property while you are staying in our hotels. Where the Act provides that our liability is capped at an amount, we will only be liable up to the maximum sums under the Act. If an incident occurs during your stay resulting in the theft, loss or damage of your property we will carry out an internal investigation. If we do not feel certain that your property was stolen, lost or damaged through any fault of ours, our staff or agents our liability will be limited to the maximum sums under the Act and if an incident is referred to the Police and they draw the same conclusion as us this will also be evidence that our liability is limited to those maximums.
c) In respect of all losses which are not subject to a maximum liability under the Act or are not covered by the Act, our total liability to you for any and all losses shall not exceed twice the total daily rate we charge you for your booking. If your booking includes a number of different daily rates, the average rate will be used.
d) We will not be liable in any circumstances for any loss or damage to vehicles you bring to the hotel or any property left in them regardless of whether they are parked in a car park connected to the hotel or not.
e) Nothing in these terms will exclude or limit our liability for fraud or death or personal injury caused by our negligence or any other matter which it would be illegal for us to (or to attempt to) exclude or limit.
10. Severability: If any provision in these terms is found to be illegal, invalid or unenforceable in whole or in part then the provision will apply with whatever deletion or modification is necessary so that the provision is legal, valid and enforceable. You and we intend that the legality, validity and enforceability of the remainder of these terms shall not be affected.
11. Waiver: Any failure by us to enforce our rights or remedies under these terms or otherwise or any delay in enforcing such rights or remedies shall not be construed as a waiver by us of those or any other rights or remedies.
12. Third Party Rights: This contract is between you and us. No other person shall have any rights to enforce any of its terms.
13. Law: These terms and any non-contractual obligations arising out of or in relation to these terms shall be governed by and will be interpreted in accordance with English law. All disputes arising out of or relating to these terms or any non-contractual obligations arising out of or relating to these terms shall be submitted to the non-exclusive jurisdiction of the English courts save that you agree that we retain the right to bring proceedings against you for breach of these terms in your country of residence or any other relevant country.