Terms and Conditions
Perfect Stays® Terms & Conditions of Booking
1. These terms
1.1. These are the terms which apply to the contract in relation to your booking of holiday accommodation via Perfect Stays®. For the purpose of these terms, you (the person making the booking) are referred to as the ‘Guest’ (or ‘Guests’), ‘you’ and/or ‘your’.
Please take the time to read these terms carefully as they explain important information, such as: who we are and our relationship to you, how bookings are made and secured, how we expect Guests to pay for bookings, terms of cancellation and security deposits and other important information.
1.2. Who are we? We are Perfect Stays® Limited (‘Perfect Stays’, ‘we’, ‘us’ or ‘our’). We are a company incorporated in England with company number 07436644. Our trading address is: 10b Palmers Way, Trenant Industrial Estate, Wadebridge, Cornwall PL27 6HB. You can contact us by telephoning 01208 895570 or by emailing us at firstname.lastname@example.org .
1.3. Our relationship with you: Perfect Stays® only ever acts as an agent for property owners (the ‘Owner’) in relation to the exclusive letting of their properties to guests (such as you). Perfect Stays® makes all letting arrangements with guests on behalf of property owners. Each booking (for the property letting for the booked letting period) is a direct contract between you and the Owner and the Owner remains directly responsible for supplying to you the booked property in the condition the Owner has specified to you.
1.4 Processing of Personal Data under the GDPR: As part of the process of making a booking via Perfect Stays®, having the intention of making a booking with us, or using our website where we act as the agent between property Owner and prospective Guest, you may provide personal data or have personal data collected. You may also have data collected when calling or emailing us with enquiries or questions regarding the service provided.
2. Booking procedure
2.1. Perfect Stays® accepts online bookings and bookings made by telephone. To make an online booking, please visit our website at: www.perfectstays.co.uk. To make a telephone booking, please call: 01208 895570. All last minute bookings (where the letting start date is within 7 days of the booking date) must be made by telephone only.
2.2. Provisional bookings: Provisional bookings can be made by telephone and will be held for a maximum period of 20 hours from the time of booking unless otherwise agreed by Perfect Stays®. Provisional bookings will be automatically released after this time without further reminder to you, if you have not confirmed your booking by making payment of the required deposit (see below for deposit details).
2.3. Securing a booking: To secure each booking, Guests must pay a non-refundable deposit of 33% of the total rental charge (excluding any security deposit). The deposit amount will be confirmed either when you make your provisional booking by telephone or through our website when you select the dates of your stay. By paying the deposit, you are confirming that you have read, understood and agree that you and any accompanying guests staying at the holiday accommodation will be bound by these terms.
Whether a booking is made online or by telephone, Perfect Stays® will only confirm a booking once the required deposit and Guest details (see below) has been received.
Please note: Perfect Stays® may take up to 72 hours from the time of receiving a booking request and / or deposit to confirm the booking. In some circumstances this period may be longer, especially during busy periods or to allow for office closure (such as during public holidays). For online bookings, Perfect Stays® may need to contact you to discuss your booking before we accept it. Where we need to contact you, we will do so using the contact details submitted by you in your online booking form.
2.4. Guest Account: When we confirm your booking (whether the booking is an online booking or made by telephone), we will issue you with login details for your online Guest Account which can be accessed via our website (the 'Guest Account'). You can manage your booking via your Guest Account, as detailed in these terms.
2.5. We may decline your booking: We reserve the right to decline your booking request for any reason and / or to take an alternative booking. If we decline or are unable to accept your booking request, we will notify you and, if the deposit (or any further monies) has been paid, this will be returned to you.
2.6. Guest details: Perfect Stays® requires details of all persons in your party who will be occupying the property during the letting period, including names and ages. Bookings will not be confirmed by Perfect Stays® until this detail has been received. If additional Guests are joining and/or leaving between the booking dates, we also require their names and ages and on which nights they will be staying. Only persons named within the booking are authorised to stay at the property. You can update Guest details via your Guest Account or by calling us.
2.7. Perfect Stays® regrets that we cannot accept (or will only accept, at our discretion) bookings from:-
– groups where all Guests are under the age of 25 (in particular, for houses/areas where there have been reported anti-social issues);
– parties where the majority of the members are under the age of 25 (in particular, for houses/areas where there have been reported anti-social issues) with the exception of families or supervised groups;
– stag and hen parties; or
– large same sex groups.
3.1. In the case of all bookings made more than 6 weeks before the start date of the letting period, Guests must pay a non-refundable deposit of 33% of the total rental charge. The balance is then due 6 weeks before the commencement date. The balance must be paid to Perfect Stays® in cleared funds by way of same day BACS transfer or by debit or credit card payment. Payments can be made via your Guest Account or by telephone.
If you have not paid the balance by the due date (and have not cancelled your booking), we may automatically process this payment using the card details we hold on record for you following payment of the booking deposit (the 'Default Payment Card'). If you wish to make payment (whether of the balance or the security deposit payment) using a different payment card, you must call us to make payment over the phone or make the payment manually via your Guest Account. Note: Where your booking was placed on or before Wednesday 2nd December 2020 payment must be made either directly with us over the phone, via BACS or manually via your Guest Account. For bookings placed on or before Wednesday 2nd December 2020 we will not be able to take automatic payments in respect of your booking.
3.2. For bookings made less than 6 weeks from the start date of the letting period, the total rental charge must be paid to Perfect Stays® in full and in cleared funds by way of same day bank transfer or debit or credit card payment on the same day as your booking is made (and must be received before we will confirm your booking).
Payments by Cards and Bank Transfers (BACS)
3.3. UK – Payments should be made by debit cards, accepted credit cards or a BACS payment. We do not accept payments by cheque.
3.4. Overseas – All reservations by guests resident outside of the United Kingdom and without a UK bank account must be made in pounds sterling using an accepted credit card or debit card. We do not accept payments by cheque or BACS.
3.5. Most of the Owners that rent through Perfect Stays® are not VAT rated so we do not charge VAT. If an Owner is VAT rated then the prices displayed will include VAT. You can see the VAT position of a property at the base of the price list, on that property’s individual AVAILABILITY AND COSTS page.
4. Balance payments (and additional costs)
4.1. Where a deposit has been paid (see 2 above), the final balance of the accommodation costs, together with any additional costs (in respect of pets etc.) must be paid by the Guest in full (in cleared funds by the due date) to Perfect Stays®, not less than 6 weeks before the start date of the letting period. At the time of booking, Perfect Stays® will send you (by email) a booking confirmation which will indicate the latest date when the full amount is due and must be paid by. A courtesy reminder is sent out by email two weeks prior to the due date. Payment can be made via your Guest Account or if payment has not been made by the due date, we will automatically take payment from the Default Payment Card. Note: Where your booking was placed on or before Wednesday 2nd December 2020 payment must be made either directly with us over the phone, via BACS or manually via your Guest Account. For bookings placed on or before Wednesday 2nd December 2020 we will not be able to take automatic payments in respect of your booking.
4.2. Due to the nature of Perfect Stay®’s obligations to Owners, if the balance of the payment (including the security deposit) is not paid in clear funds on or by the relevant due date(s) (see above) and we cannot process payment using your Default Payment Card details, Perfect Stays® reserves the right to cancel your booking and retain all sums paid by you. You will also be liable, at the Owner’s discretion, to pay the full outstanding balance owed.Guest liability to pay the full balance may be subject to deductions if Perfect Stays® is able to re-book the Guest’s booking with replacement guests.
4.3. In certain circumstances, Perfect Stays® reserves the right to increase the number of weeks in advance of the letting period that a balance (not security deposit) is payable by the Guest. In such circumstances, Perfect Stays® will notify you of the earlier date before accepting a deposit payment and confirming your booking.
5. Security deposits
Payment of security deposit
5.1. Every property booking requires a refundable, security deposit to be paid by the Guest as a deposit towards any damage, loss or loss of rental suffered by the Owner as a result of the conduct of a Guest or any member of the Guest’s party or other person authorised to enter the property by the Guest or a member of the Guest’s party.
5.2. The security deposit amount will vary from property to property (from £500 – £5,000) as the amount is determined by each property Owner. The security deposit amount will be confirmed when you make your provisional booking by telephone or before you submit your booking when you book online. If the Owner reasonably requires an increased security deposit after the booking has been confirmed, Perfect Stays® will notify the Guest at the earliest opportunity. Any such increase shall be proportionate to the nature of the booking and accommodation.
5.3. Guests are required to pay the security deposit (in cleared funds) no later than one week in advance of the start date of the letting period (or if the booking is made less than a week before the start date of the letting period, at the time of booking). Payments can be made via your Guest Account, by BACS transfer or via telephone. If you have not paid the security deposit by the due date we will automatically process this payment using your Default Payment Card details. If the security deposit is not paid in clear funds on or by the relevant due date and we cannot process payment using your Default Payment Card details, Perfect Stays® reserves the right to cancel your booking and retain all sums paid by you. Note: Where your booking was placed on or before Wednesday 2nd December 2020 payment of the security deposit must be made either directly with us over the phone, via BACS or manually via your Guest Account. For bookings placed on or before Wednesday 2nd December 2020 we will not be able to take automatic payments in respect of your security deposit.
Guest liability for property loss, damage and condition of property on departure
5.4. Whilst ordinary and fair wear and tear is expected and allowance made for such, all Guests are liable for loss and damage caused to the rented property and/or its contents (and for any loss of rental income suffered by the Owner as a result of any such damage) to the full value of the Owner’s loss, which shall be deducted from the security deposit at the Owner’s discretion. Perfect Stays® acts a mediator between the Guest and the Owner to manage any necessary charges to the security deposit. Any lawful disputes relating to charges against the security deposit must be directed to the Owner as the rental contract is directly between the Guest and the Owner.
5.5. Guests must also leave the rented property in a clean and tidy condition at the end of the letting period and will be liable for the costs associated with any additional cleaning required at the property if this requirement is not complied with.
5.6. Guests must be aware that the security deposit does not limit your liability to the Owner against loss and/or damage and/or loss of rental income suffered by the Owner. Guest liability for losses applies even if the value of the loss exceeds the security deposit amount (in which case Guests will be liable to pay for the full amount in excess of the security deposit).
5.7. Insurance: We strongly recommend that Guests take out holiday insurance that, in addition to protecting against cancellation costs and unforeseen circumstances etc., protects Guests in the event of liability incurred against (and in addition to) the security deposit.
Security deposit refunds
5.8. Each property is inspected after the Guest’s departure by the Owner’s employed service company. Perfect Stays® aims to refund the security deposit within 7-14 days of Guest departure from the property, provided no loss, damage or unreasonable cleanliness has been caused to the property, its contents, fixtures/fittings etc.
5.9. If any loss, damage or unreasonable cleanliness is identified, you will be notified of the value of such loss/damage and this will be deducted from the security deposit. Any (undisputed) security deposit balance (if applicable) will be refunded to you within 28 days of your departure from the property. Perfect Stays® reserves the right to withhold the security deposit (or an appropriate portion of the security deposit) for longer if, for reasons beyond our reasonable control, it takes the Owner (or their service provider) longer to assess the value of loss and/or damage incurred.
5.10. The security deposit does not limit your liability to the Owner for loss, damage and/or unreasonable cleanliness etc. If the value of the loss/damage claim exceeds the security deposit paid, then Guests may be issued with an invoice (setting out the relevant payee details) for the balance, which must be settled within 7 days of receiving notification of the total value and amount owing.
5.11. Insurance: If Guests wish to claim any amount from their own insurance, Perfect Stays® will provide you with all the documentation required. However, Guests will remain personally liable to the Owner for making payment in full within the 7 day term in relation to any loss/damage claim which exceeds the security deposit paid.
6. Booking cancellations and amendments
6.1. Insurance: Perfect Stays® strongly recommends that Guests take out suitable holiday insurance, to cover the total cost of your holiday in the event of cancellation.
6.2. On cancellation of a confirmed booking, Perfect Stays® will retain your non-refundable booking deposit and, if paid, the balance (see 2 and 3 above). Where only the booking deposit has been paid at the time of cancellation, you will remain responsible for payment to Perfect Stays® of the total cost of your booking. Your liability on cancellation to pay the total cost of the holiday, which is at the Owners discretion, may be subject to deductions if Perfect Stays® is able to fill your cancelled booking with replacement guests, subject to any deductions taking into account Perfect Stays® administrative time and any discounted price Perfect Stays® may be required to charge in order to secure such booking at a later stage. We therefore strongly advise you to take out holiday insurance to cover you for the full cost of the stay.
6.3. All cancellations must be notified to Perfect Stays®, in writing or by submitting a cancellation request via your Guest Account, prior to the commencement date of the holiday letting period. If, after submitting a cancellation request, you do not receive a response from us within 72 hours, please contact us at 01208 895570.
6.4. Grace cancellation period: Perfect Stays® offers a complimentary 24 hour grace period from the time we accept your booking, as a ‘cooling off’ period. Should you wish to cancel your booking within this time, a full refund (of the deposit and balance) will be provided. As such, please ensure that you thoroughly review your booking confirmation within 24 hours of receiving the booking confirmation and notify Perfect Stays® immediately if you have any queries.
6.5. Changing properties: Once a booking has been confirmed by Perfect Stays® then if you, the Guest, decide you would like to change the booking to another property, then this will be treated on the same terms as a cancellation as set out above. The new property would then need to be booked separately with new payment taken for the non-refundable deposit applicable to the booking. However if you wish to make changes within the 24 hour grace period then clause 6.4 would apply.
6.6. Changing dates: if you wish to occupy the same property but on a different date and at the same tariff, then, subject strictly to availability on alternative dates, an administration charge of £30.00 will apply to alter the terms of the booking. This can only be offered at the discretion of Perfect Stays and the Owner. Should the tariff be higher, then any additional costs would also be payable.
6.7. Any other changes to the terms of a booking other than trivial administrative changes will incur an administration fee of £30.00 to cover Perfect Stay®’s reasonable costs.
6.8. Property unavailability: If for any reason:
a) the property you have booked becomes unavailable, for example because of flood, fire damage or other similar circumstances; or
b) the Owner is prevented from making their property available to you due to government restrictions or public health measures restricting (1) domestic travel, or (2) use of holiday accommodation / rentals (including measures which are introduced in response to a pandemic or epidemic, such as COVID-19),
Perfect Stays will notify you as soon as possible. Perfect Stays will, where practicable, try and provide alternative accommodation or dates for you, although unfortunately we cannot guarantee that we will be able to find a suitable alternative for you. If no suitable alternative is available, or if you choose not to take the alternative property or dates offered to you, your booking will be cancelled and refunded.
For the avoidance of doubt, 6.8 (b) includes where there is a public travel restriction in place that prevents you travelling (within the United Kingdom) to the property you have booked but excludes where you (or any guest under your booking) are prevented from travelling to your booked property due to personal health matters or travel restrictions only applicable to limited categories of persons.
6.9. Transfers: Any bookings which are transferred to an alternative date or alternative property under clause 6.6 or clause 6.8 will be treated as a new booking for the purpose of cancellations (except no grace cancellation period will apply to bookings transferred by the Guest under clause 6.6), with effect from the date we confirm to you in writing that the booking is transferred. The Guest terms and conditions communicated to you (and displayed on our website) on the date your transfer is confirmed will apply to the transferred booking.
6.10. Neither the Owner nor Perfect Stays® will be liable for any form of damages, compensation or expenses claimed by the guest in respect of the non-availability of the booked property, except as provided for by a refund as set out above.
7. Your occupation of the property and late arrival
7.1. Guests occupy the property for the letting period for holiday and social purposes only – no business purposes are permitted unless agreed with Perfect Stays® and the Owner.
7.2. Arrival and departure: The property will normally be available to you from 4.30pm on the first day of the booked letting period. All Guests and occupiers, luggage, property, vehicles etc. must vacate the property and associated land completely by 10.00 am on the last date of the letting period. If a Guest (or their guests) fails to vacate the property or associated land by this time, Perfect Stays® reserve the right to deduct an amount from the security deposit to cover the extra period of occupation and any extended or delayed cleaning arrangements caused by the delay.
7.3. Security: All windows and doors of the property must be checked and securely locked on departure and whenever the property is vacant during the Guest’s letting period. Keys must be returned to the key safe and locked properly on departure. In the event that keys are not returned, then a charge will be deducted from the security deposit to cover locksmith costs for changing locks and replacing keys.
7.4. Cleanliness: Guests are responsible for leaving the property in a clean and tidy condition. All waste must be removed, correctly bagged and placed in bins provided and any failure to remove and bag waste may incur a further charge, which shall be deducted from the security deposit.
7.5. Maximum number of Guests: Guests shall not permit the property to be occupied by more than the maximum number of persons stated in each property description.
7.6. Guest’s occupation: The Guest must occupy the property for the purposes of a stay for themselves and not with any other person not named on the booking form unless otherwise agreed with Perfect Stays®.
7.7. Amenities: All prices quoted include electricity, gas and water and use of property equipment and amenities. The use of a telephone is not normally included in the accommodation price and if you do use a telephone, you are expected to place appropriate monies in the honesty box provided by the Owner.
7.8. Telephone and internet: Neither the Owner nor Perfect Stays® will be liable for any form of damages, compensation or expenses claimed by Guests in respect of any internet services (Wi-Fi) or telephone services not being available or failing during any stay. If internet access is essential to you during a stay, we recommend that you have back up provisions such as mobile dongles. We do understand the importance of internet and will ensure that our property partners work to resolve any issues within their control.
7.9. Housekeeping services: Guests can request additional housekeeping services (using the Owner’s service provider) for an additional charge. Bookings for this service must be made prior to the start of the letting period and are subject to availability of the Owner’s service provider.
7.10. Laundry: Bed linen and towels are included in the price. If a party is staying for 14 days then guests will receive cleaning, fresh linen and towels on or around the end of the first week.
7.11. Telephone concierge: Perfect Stays® provides a telephone and email concierge as part of its service. You are welcome to use this service for the booking of restaurants, attractions and the like. Perfect Stays® would normally expect Guests to use no more than three hours of the concierge service per week.
7.12. Loss and damage: You will be responsible for covering the costs of putting right any damage or loss caused (excluding reasonable wear and tear) during your stay, even if the sum proves to be in excess of the security deposit (see 5 above for more detail on the security deposit).
7.13. Damage to linen and towels: Guests will be responsible for any charge for linen or towels soiled or damaged as a result of products used or applied by you (and your own guests), in particular make-up and fake tan or if any item is found to be missing from the property. Deductions for such damage or loss will be made from the security deposit.
7.14. Guests must agree:-
– not to cause nuisance, excessive noise or annoyance to occupiers of neighbouring properties; and
– to allow reasonable access to the property by anyone authorised by the Owner and in particular to Perfect Stays® and any service providers.
7.15. Pyrotechnics: The use of fireworks or any pyrotechnics are strictly prohibited at any Perfect Stays® property and the land associated with it. This is applicable all year round and also includes New Year’s eve, Fireworks night, Diwali and the Chinese New Year.
7.16. Unacceptable behaviour: If in the opinion of the Owner or Perfect Stays®, guests are not deemed suitable to continue occupation of the property because of your behaviour or damage to the property or nuisance to other parties, this includes the owners service or agency personnel being disrespected or verbally abused by you or any member of your party, then your booking contract may be terminated without notice and the Owner or Perfect Stays® will be entitled to repossess the property immediately without any compensation to you.
7.17. Property rules: Some properties may have specific house rules which the Owner has requested, such as: no shoes indoors (e.g. for houses with wooden floors), no stiletto shoes (houses with wooden floors) and specific usage of swimming pools and hot tubs. Such rules are generally advised on booking and always referred to by the essential property information guide or at the house in the guest information folder/tablet.
7.18. Late arrivals: Some of our properties have a meet and greet service which is available generally up to no later than 8pm. After 8 pm, separate arrangements can be made for access to some properties but some properties have strict contractual arrangements where they can only be made accessible by the property manager or Owner. We reserve the right to make a charge for guests arriving later than 8pm of £50.00 to cover ours or the Owner’s costs. We strongly recommend Guests arrive between 4:30pm to 6:30pm and we accept no liability if Guests cannot access the property where no advance notice of late arrival has been given to Perfect Stays®.
8. Older and heritage properties
8.1. Some of the properties handled by Perfect Stays® are older or heritage properties. Perfect Stays® cannot guarantee that there will not be damp and /or insects (or other characteristics associated with older and heritage properties) and you should be aware that it is impossible to eliminate these factors entirely from an older property. Neither Perfect Stays® nor the Owner will be held responsible in respect of any particular sensitivity Guests may have to such characteristics.
9. Properties with swimming pools and hot tubs
9.1. Guests use the swimming pool or hot tub at their own risk and the property owners accept no liability, loss, damage or expense, including, without limitation, solicitor fees and cost of litigation, resulting from any swimming pool or hot tub accidents occurring at the property.
9.2. Guests must be considerate of neighbouring properties when using outdoor pools/hot tubs that may cause a disturbance. Neighbourhood complaints as a result of anti-social behaviour, may result in eviction as per clause 7.15
9.3. For the purposes of servicing the pool /hot tub for guest health and safety, the pool/hot tub may not reach its full operational temperature until the following morning after guest arrival.
9.4. For any properties with swimming pools and hot tubs, the lead guest making the booking accepts:-
– Full responsibility for the health, safety and behaviour of all members of their group.
– The responsibility to ensure that all members of their group abide by the pool/hot tub rules/Code of Conduct and Pool Safety Operating Plan/operating instructions provided in the property guest information tablet/folder.
– The responsibility for access to the pool or hot tub area for their group, and for safety reasons, will not give any relevant keys that would allow access to these areas to any children or non-swimmers in the group.
– Children and non-swimmers must be supervised by an adult at all times when in the pool or hot tub area.
– That they will ensure the correct procedures are followed in the event of an accident or emergency, and phone the Emergency Services if needed.
– The servicing company for the property must be advised of any accident or emergency.
– The property owners and their service partners reserve the right to close any part of, or all of the Pool or hot tub area, for maintenance and/or safety reasons.
– The property owners shall not be liable for any loss or damage caused to the property of the lead guest and/or their family/group, arising from, or in conjunction with, the use of the pool/hot tub or the pool/hot tub area.
– The property owners and their servicing companies reserve the right to refuse access, or to expel the lead guest and/or their family/group from the Pool area for any breach of, or if they have reason to believe there has been a breach of, the Pool/Hot Tub Code of Conduct/Rules, any act of negligence such as to endanger their own, or others safety, or if they have caused unnecessary damage which has not been reported to the Owners or the owners servicing company and/or paid for.
10.1. Perfect Stays® let some properties where dogs are permitted by prior agreement of the Owner and Perfect Stays®, together with a cost of £50.00 per week for the first dog, £25.00 per dog per week for each dog thereafter, for the holiday accommodation period.
Our use of the term ‘dog friendly’ is defined only by a property that permits dogs to stay at a property as per these terms. Some properties may have additional dog rules at the Owner’s discretion. Whilst properties may be dog friendly, the external areas may not be fully enclosed or dog proof. Guests are responsible for the safety and security of their dogs at all times.
Dogs must not be taken to properties or visit properties where they are not permitted. You, the Guest, agree that you will do the following in respect of occupation of the property by your pets, where they are permitted:-
– No more than the number of dogs specified on our website may occupy the property at any one time.
– Puppies under the age of 12 months are not permitted unless authorised by the home owner via Perfect Stays®.
– All dogs should be kept under strict control at all times whilst on the property.
– Dogs shall not be permitted in the bedrooms, bathrooms or to go onto furniture.
– Dogs shall not be left in the property unattended or in your vehicle outside of the property at any time.
– Should dogs be left unattended and cause any disturbance to any neighbours or neighbouring properties, then this may be deemed as unreasonable behaviour and could warrant eviction from the property.
– Any fouling of internal areas shall be professionally cleaned and the cost borne by the guest, which will be recovered from the security deposit.
– Any fouling of lawns, paths or outside surfaces shall be cleared up without delay, by you the Guest. Failure to do this will result in additional charges being made which will be recovered from the security deposit.
– Guests should provide dog bedding and necessary equipment, including food and water bowls, including towels.
– Dogs should only be left at night in the area indicated in the properties guest information folder/tablet.
– The following breeds of dog are not permitted even where muzzled as required by law: – American Pit Bull Terrier, Japanese Tosa, Fila Brasileiro, Doga Argentino or any other dog breed at the discretion of Perfect Stays® or the property Owner.
Note: If anyone is allergic to dogs then we strongly recommend that they ring to discuss their chosen property with our reservations team. We do have a few properties where Owners have dogs that stay with them but their houses do not allow dogs when renting to guests.
11. Smoking policy
11.1. All properties handled by Perfects Stays® are subject to a strict no-smoking policy. If there is found to be any damage caused to the property or its contents by smoke or burns you would be responsible for covering any costs associated with rectifying this. These costs would be deducted from your security deposit. Smoking is only permitted outside of the property, away from open doors and windows, on condition that all cigarette or cigar butts and ashes are cleared up and disposed of by Guests before departure. If there is a smell of smoke inside the property Guests will be charged for any additional cleaning time required to rectify this (again, such costs will be deducted from the security deposit).
12.1. Parking instructions for the relevant property are included in the property description and such instructions and limitations must be strictly adhered to by Guests (and your own guests). All vehicles are parked at Guest’s risk and neither the Owner nor Perfect Stays® shall be liable for any damage to vehicles, theft of personal items stored in them, or parking fines/clamping.
13. Noise disturbances
13.1. Perfect Stays® and the property Owners accept no liability for any noise disturbances (including but not limited to noise disturbances caused by building or road works, festivals, events, fetes and anti-social behaviour arising from neighbouring properties, within the vicinity of the property or within the local area) experienced by guests at any time within the duration of the letting period. Perfect Stays® and the property Owners will make reasonable endeavours to notify you of any known works or event that may affect your stay, either prior to making your booking (where known) or promptly upon becoming aware of the works or event. Perfect Stays® and/or the property Owners shall in no circumstances be held accountable for any disturbance experienced by Guests whether known or otherwise. Should you wish to cancel your booking on becoming aware of any works or event giving rise to a possible disturbance, your cancellation rights shall be as set out clause 6 of these terms.
14. Guest information folder or tablet
14.1. A property information section is included in the guest information folder or tablet provided at the property by the Owner. You are advised to read the property information section upon your arrival at the property and familiarise yourself with the operation of safety, electrical and other equipment in accordance with any guidance provided. The information is provided to make your stay a safe and happy one, but no liability can be accepted by Perfect Stays® for the content of the property information and your reliance on it, although neither the Owner nor Perfect Stays® seeks to limit or exclude liability for any death or personal injury that results from our own negligence.
14.2. Guests are responsible for familiarising yourself with the health and safety information relevant to the property that you are staying in. Guests will find all the necessary information within the guest information folder or tablet at the property. Please pay particular attention to swimming pool and hot tub details, where applicable.
15. Complaints procedure
15.1. If you feel you have a reason for complaint, then Guests should notify Perfect Stays® immediately so that steps can be taken to address your complaint. Perfect Stays® is expected to act on behalf of the Owner in dealing with your complaint quickly and efficiently. If you do not complain at the time when you are staying at the property, by leaving it until after your stay has ended or at a later date during your stay, Perfect Stays® and the Owner will not be able to remedy your complaint as you will not have not given Perfect Stays an opportunity to remedy the matters you have complained of during your stay and, in such circumstances, neither Perfect Stays® nor the Owner shall be liable to offer any refund or compensation in relation to the matter complained of. Please note that this does not affect your statutory rights or those set out in clause 16 (Liability).
15.2. For each property, the Owner provides a 24 hour call out service and the necessary contact telephone numbers are given on the essential information property guide and at the property in the guest information folder or tablet.
15.3. Alternative Dispute Resolution: Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without parties having to go to court. If you are not happy with how Perfect Stays® handles any complaint, you are entitled to submit the dispute for online resolution to the European Commission Online Dispute Resolution platform:
Perfect Stays® are also a member of the Holiday Home Association:
16. Personal belongings left behind
16.1. If Guests or any members of your party leave any personal belongings inside the property you will be charged the cost of postage and packaging and an admin fee by the relevant housekeeping company, to have them returned to you. Any items found by the servicing company responsible for the property will be disposed of within 7 days if not claimed. All perishable foods will automatically be disposed of at the time of the changeover.
17.1. Liability to you: Perfect Stays® is responsible to you for foreseeable loss and damage caused by us if we fail to use reasonable care and skill whilst acting in our capacity as agent between you and the Owner. Perfect Stays® does not exclude or limit in any way our liability (or the liability of Owners) to Guests where it would be unlawful to do so. This includes:-
– our liability for death or personal injury caused by Perfect Stays®’ negligence or the negligence of our employees; or
– the Owner’s liability for death or personal injury caused by the Owner’s negligence or the negligence of its employees; or
– for fraud or fraudulent misrepresentation; or
– for breach of your legal rights in relation the Owner’s contract with you.
17.2. Where we are not liable: Other than the exceptions set out above, Perfect Stays® will not be liable for any act, neglect or default on the part of the Owner or any other person not within their employ or otherwise under their control for any accident, damage, loss, injury, expense or inconvenience whether to personal property which the Guest or any other person may suffer or incur arising out of or in any way connected with the occupation of the property unless Perfect Stays® has been negligent (such as by failing to use reasonable care and skill). In addition, Owners and Perfect Stays® accept no liability for loss or damage to Guests’ possessions on the Owner’s property or land.
17.3. Business use: Each property is provided for Guests’ personal enjoyment only. Neither Perfect Stays® nor the Owner are liable for business losses. If a Guest uses the property for any commercial or business purpose, neither Perfect Stays® nor the Owner will have any liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
18. Property descriptions
18.1. The Owner is responsible for ensuring the safety of their property and for ensuring that all descriptions and facilities listed for their property are correct. Every effort is made by Perfect Stays® to ensure that information provided to Guests is accurate and not misleading, but Perfect Stays® cannot accept any liability or responsibility for mis-description or detail omission by the Owner in its material or publications. If, once you arrive at the property, you feel that the property is not what you were expecting, please let Perfect Stays® know immediately, so we can address this with you and the Owner.
18.2. Where a property contains features which might reasonably cause accessibility issues or difficulties (for example, low ceilings/beams or a large number of steps), to the extent that these are notified to Perfect Stays® by the Owner, they will be stated within the property description or otherwise shown in marketing materials for the property available to prospective guests. Guests must note, however, that Perfect Stays® relies on detail and description supplied to it by the Owner. Whilst Perfect Stays® will endeavour to answer any questions you might reasonably have in relation to property accessibility, you are ultimately responsible for familiarising yourself with this information, raising enquiries with us if you have any particular accessibility requirements and for determining if the property is suitable for all guests in your party.
19. Renting a house for film projects
19.1. Should the property be booked for use as part of a film project, Guests will be required prior to acceptance of the booking by Perfect Stays® to describe the nature and content of the proposed film. Perfect Stays® reserve the right to refuse any such booking and to require Guests and occupier/s to leave the property forthwith if the nature of the film project is not as described at the time of the booking. This includes the making of pornography, portraying and/or representing material which is defamatory in any way or involves the depiction and/or representation of any unlawful act.
20. Other important terms
20.1. Laws applying to booking contracts: These terms (which apply to the booking contract between you and the Owner) are governed by English law and the parties can bring legal proceedings in respect of the contract in the English courts.
20.2. Booking transfers: Guests must seek Perfect Stays®’ prior written consent if you wish to transfer your rights (i.e. your booking) to someone else.
20.3. If a court finds part of your booking contract (including these terms) illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
20.4. Third party rights: Nobody other than the Guest, the Owner and, where applicable, Perfect Stays®, has any rights under the booking contract as that contract is between the Guest and the Owner (with Perfect Stays® acting as agent to the Owner).
20.5. Amendment of these terms: Perfect Stays® reserves the right to amend the booking terms and conditions at any time prior to confirming your booking. Perfect Stays®’ current set of terms and conditions will always be displayed on our website at any given time.
Last updated: October 2020