Booking conditions

Company Information Bnbstay Ltd ("Bnbstay", "we", "us", "our") Registered Address: 124 City Rd, London EC1V 2NX Contact: [email protected] | Phone: +44 20 3925 8646

The Agreement

These Booking Conditions, together with your confirmation invoice and the property‑specific information shown on our website, set out the terms of your booking. By paying a deposit (or the full balance), the Lead Guest confirms they accept these conditions on behalf of the whole party.

Definitions

Lead Guest: The person making the booking and responsible for all payments, communications, and conduct of the party.

Property/Accommodation: The villa or home you have booked.

Supplier: The owner or their appointed manager/agency.

Important: Our Role as Agent

Bnbstay acts strictly as an agent for property owners/suppliers. Your contract for accommodation is with the Owner/Supplier of the property you book. Their specific terms may also apply; where those are stricter than ours, the stricter terms will prevail.

No "Package Travel" Liability

You may choose to book multiple services with us (e.g. accommodation plus concierge services). The price charged for multiple items will always equal the prices charged separately. This means your booking does not constitute a "Package" as defined in the Package Travel and Linked Travel Arrangements Regulations 2018. We act solely as an agent for each individual service and do not accept liability for the performance of other services.

Contract Formation (API Process)

Because we use real-time API technology, the booking process has two stages:

1. The Booking Request: When you pay your deposit, you make a legal offer to buy. You will receive an automated "Booking Request Acknowledgment". This is NOT a confirmation. It means we are verifying the owner's calendar.
2. The Confirmation: A binding contract is only formed when you receive a second email: the "Booking Confirmation Invoice".

Why this matters: If an API error shows a villa as "Available" when it is not, or displays an incorrect price, we reserve the right to decline your Booking Request and refund you in full. We are not liable for consequential losses (like flights) if you book them before receiving the Stage 2 Confirmation.

Payment Schedule The following terms apply unless your specific property invoice states otherwise: Deposit: A non-refundable deposit of 35% is required to secure your booking. Balance: The remaining 65% must be paid no later than 10 weeks (70 days) before arrival. Last Minute: Bookings made within 10 weeks of travel require 100% payment at the time of booking. Sanctions: Bnbstay cannot accept payments from individuals or entities located in countries subject to international sanctions. We reserve the right to cancel any booking linked to sanctioned parties.

Rate Types Standard Rate: Subject to the schedule above. Non-Refundable Rate: If you select a discounted non-refundable rate, 100% of the payment is non-refundable from the moment of booking.

Pricing Accuracy (Manifest Error Clause) We pull live data from global systems. Very occasionally, a technical glitch may result in a "Manifest Error"—where a property is listed at a price that is obviously incorrect (e.g., £50 instead of £5,000, or significantly below market value).

Our Right to Correct: If a Manifest Error occurs, Bnbstay reserves the right to cancel the booking and issue a full and immediate refund, even if you have received an automated acknowledgment. We will never knowingly overcharge you, but we cannot legally be held to a contract formed on the basis of a technical error.

Cancellation by You If you need to cancel, the Lead Guest must notify us in writing at [email protected]. Charges are calculated from the date we receive your email.

Standard Rate Charges: More than 70 days (10+ weeks) before arrival: Loss of Deposit (35%). 70 days or less before arrival: 100% of total holiday cost is retained (No refund).

Non-Refundable Rate Charges: At any time: 100% of total holiday cost is retained.

48-Hour Cooling-Off Period We offer a cooling-off period under strict conditions: Eligibility: You must have booked a Standard Rate stay more than 70 days before arrival. Benefit: If you notify us in writing within 48 hours of booking, we will refund your deposit in full. Exclusions: Bookings made within 70 days of arrival and any bookings made on a Non-Refundable Rate are not eligible. These are final from the moment of booking.

Cancellation by Us/Supplier If an Owner must cancel (e.g., sale of property, fire): We will offer a full refund or help you re-book a similar property. We are not liable for "consequential losses" (e.g., flights, car hire).

Electric Vehicle (EV) Charging Strict Prohibition: Domestic electricity sockets (interior or exterior) must not be used to charge electric vehicles under any circumstances due to fire risk and insurance invalidation. Designated Chargers: You may only charge vehicles if a dedicated EV charging point is explicitly listed in the property amenities. Penalties: Unauthorised charging will result in immediate termination of the booking without refund, and you will be liable for any damage to the property's electrical system.

Heated Pool Availability & Charges If a property is listed as having a heated pool, this indicates that the heating facility exists. It does not imply that heating is free. In most cases, pool heating is an optional extra that attracts an additional weekly charge. Please check the specific property listing or contact us to confirm costs. Temperature & Weather: Water temperature is reliant on external weather conditions (ambient temperature, wind, rainfall) and cannot be guaranteed. Typically, pools reach 26°C–28°C. No refund or compensation will be paid if the pool fails to reach temperature due to adverse weather conditions outside the Owner’s control.

Reasonable Wear & Tear You acknowledge that the Property is a private home. Minor cosmetic imperfections, scuffs, or signs of ageing that do not materially affect your stay do not constitute grounds for a complaint or refund.

International Sanctions Bnbstay cannot accept payments directly or indirectly from individuals or entities located in countries subject to international sanctions. We reserve the right to cancel any booking linked to sanctioned parties.

EU Entry/Exit System (EES) & ETIAS Please be aware of upcoming changes to EU border controls (expected 2025/2026): EES: Manual passport stamping will be replaced by digital registration at EU borders. Please allow extra time for airport arrival/departure. ETIAS: Non-EU citizens (including British, US, Australian) may legally require an ETIAS travel authorisation to enter Europe. Responsibility: It is your sole responsibility to check and comply with these requirements. Bnbstay cannot offer refunds if you are denied entry at the border due to missing documentation.

Security Deposit A refundable security deposit (e.g., £500) or a non-refundable damage waiver fee may be required to cover accidental damage. This will be pre-authorised on your payment card or collected prior to arrival. It is released within 14 days of checkout, provided no significant damage is found.

Zero Tolerance Party Policy Parties, events, and large gatherings are strictly prohibited at all our properties unless explicitly agreed in writing at the time of booking. Pre-Arrival Cancellation: If we receive evidence or have reasonable cause to believe that you intend to use the property for a party or unauthorised event (e.g., a stag/hen do in a family zone), we reserve the right to cancel your booking immediately before your arrival. In this circumstance, no refund will be given. During Stay: If a party is discovered during your stay, you will be evicted immediately without refund, and you will be liable for the full cost of any damages and deep cleaning fees.

Maximum Occupancy & Extra Guests The property is booked solely for the specific number of guests stated on your confirmation. You must not exceed the maximum capacity. Unauthorised Guests: Bringing additional guests (including day visitors) without prior written approval is a breach of contract. This will result in either an immediate surcharge per person or the immediate termination of your booking (eviction) without refund.

Smoking Policy Smoking and vaping are strictly prohibited inside all properties. Outside Areas: You may smoke outside, provided you dispose of cigarette butts safely in an ashtray and do not leave litter in the garden or pool area. Penalties: If evidence of smoking inside is found (including smell), a deep-cleaning deduction will be made from your security deposit.

Pets Pets are not permitted unless explicitly stated on the property listing and confirmed in writing on your booking invoice. Unauthorised Pets: If a pet is brought without prior approval, the Supplier reserves the right to refuse entry or charge an additional cleaning fee and security deposit.

Behaviour The Supplier reserves the right to terminate your stay immediately (eviction) if you or your party behave in a way that causes distress, danger, or annoyance to neighbours or damage to the property. No refund will be given in these circumstances.

Wilful Damage You are liable for the full cost of any wilful damage or gross negligence (e.g., leaving the property in an unacceptable state, broken furniture due to misuse). This liability is not capped by the security deposit amount.

Our Liability to You As Agent: Our maximum liability is limited to the value of the commission we earned on your booking. We are not responsible for the acts or omissions of the Supplier (Owner) or for failures of local services (e.g., power cuts, road works). Force Majeure: We will not pay compensation if your holiday is affected by unforeseeable events beyond our control, including war, civil unrest, pandemics, natural disasters, or adverse weather.

Complaints Procedure During Stay: You must report any issues immediately to the local Property Manager/Owner. If they cannot resolve it, you must contact Bnbstay immediately. Post-Stay: If the issue was not resolved, you must write to us within 14 days of checkout. Failure to report issues during your stay may invalidate your claim, as you denied the Supplier the chance to fix it.

Law & Jurisdiction These Booking Conditions are governed by English Law. Any dispute will be dealt with by the Courts of England and Wales.