Madestays General Booking Terms and Conditions

These Terms apply to each accommodation booking arranged through Madestays Limited (company number 14552660) ("Madestays", "we", "us" or "our"). The Booking Confirmation and Guest Rental Agreement identifies the accommodation provider or operator contracting with the Guest for the relevant Booking (the "Accommodation Provider").

Madestays may act as the Accommodation Provider, as agent for another Accommodation Provider, or as booking and administration intermediary. Nothing in these Terms changes the capacity expressly stated in the Booking Agreement.

The contract comprises mandatory booking-platform terms, the Booking-specific information in the Booking Agreement, the remaining provisions of that Agreement, these Terms, and the Property-specific house rules, in that order of precedence. Mandatory law prevails over every document.

A Booking becomes binding when the booking is confirmed through the applicable channel and the required acceptance process is completed. The Lead Booker must be at least 18, have authority for the Booking party, and ensure that all Guests and visitors comply.

The Booking Agreement states the total reservation price and includes compulsory charges reasonably calculable at confirmation. Optional services are charged only when approved. Currency-conversion, intermediary-bank or card-provider charges outside the control of Madestays or the Accommodation Provider are not part of the reservation price.

Payments must be made in the amounts and by the deadlines stated in the Booking Agreement. A payment is treated as received only when cleared or validly secured in the verified payment record. Where a Booking is made after a stated deadline, immediate full payment may be required.

Failure to pay may result in access being withheld or the Booking being cancelled in accordance with the Booking-specific cancellation policy and mandatory law.

The Booking-specific cancellation policy always takes precedence. The cancellation policy applicable to the Booking, including the relevant deadlines and any non-refundable amounts, will be clearly disclosed to the Guest before the Booking is submitted. Where the approved policy is the 48-hour OR 14-day policy, a full refund is available if cancellation is received either (a) within 48 hours after Booking confirmation, or (b) at least 14 days before check-in. These are independent alternatives; both conditions are not required.

For automation, the final free-cancellation cutoff is the later of: confirmation timestamp plus 48 hours; and check-in timestamp minus 14 days. Each route must be evaluated independently in the Property time zone. Platform-controlled policies prevail where applicable.

A Guest may request an exception by providing prompt, reliable evidence of a serious circumstance outside the Guest's reasonable control. Any remedy is assessed reasonably, consistently, under mandatory law and, where relevant, the booking platform's policy. This clause does not guarantee a refund where the Booking-specific policy does not provide one.

Madestays will normally initiate an approved refund within five working days after approval. Approved refunds will normally be returned to the original payment method. The Guest's bank, card issuer, card network or payment platform may require additional time for the funds to appear. Platform-controlled refunds follow the platform process. Unless legally required, a refund does not include unrelated banking charges, exchange-rate movements or currency-conversion losses.

The Booking Agreement accurately identifies whether the Booking uses a collected cash deposit, card pre-authorisation, third-party damage protection, platform-managed protection, or no deposit. Where a collected deposit or card pre-authorisation applies, the Booking Agreement states the exact amount, and that amount is disclosed to the Guest before the Booking is submitted or confirmed. These mechanisms are distinct and must not be described interchangeably.

A collected deposit may be applied against reasonable, evidenced sums due for damage, missing items, excessive cleaning, prohibited activity, unauthorised occupancy or use, lost access devices, contractor or building charges, unpaid Booking charges, and other loss caused by breach. The undisputed balance is normally returned within five working days after checkout, inspection and any necessary investigation. Security does not cap liability.

The Property is identified by its listing name and partial location in the Booking Agreement. Full arrival and access details are supplied with the check-in instructions.

The Accommodation Provider will not substitute a materially different Property without notifying the Lead Booker. A proposed substitution is handled under clause 22. A material Property change after acceptance requires a formal amendment or replacement agreement and reacceptance.

Check-in instructions, including the full address and access arrangements, will normally be issued between one and three days before check-in, once the applicable payment, damage-security, verification, approved-Guest and other disclosed pre-arrival requirements are complete. Completion of a prerequisite does not independently trigger release; release occurs only through the approved check-in-instructions workflow.

Guests must leave by the stated checkout time, return access devices, remove belongings, dispose of rubbish as instructed, leave the Property reasonably tidy, report material damage, and secure doors and windows. Unauthorised late checkout may result in reasonable housekeeping, staffing, waiting-time, security, relocation and operational costs.

Only the Lead Booker and approved Guests may occupy overnight, within the confirmed occupancy and permitted capacity. Visitors must comply with the Property rules. The Lead Booker is responsible for all Guests and visitors.

Unauthorised parties, events, commercial gatherings, excessive noise, nuisance, threatening conduct and antisocial behaviour are prohibited. Reasonable security, building-management or police attendance may be arranged. The Lead Booker is responsible for reasonable loss and costs caused by breach.

Pets are permitted only where expressly approved, subject to rights concerning assistance animals. Smoking or vaping contrary to the rules may result in reasonable remediation costs. Illegal activity, unlawful drugs, dangerous items and threatening behaviour are prohibited and may lead to immediate termination and reporting.

Deliveries must comply with the Property rules. Madestays and the Accommodation Provider do not undertake to receive or store deliveries unless agreed. Keys, fobs, permits and codes must be secured and not disclosed. Loss or compromise must be reported immediately; reasonable replacement, locksmith and security costs are recoverable.

The Booking is personal to the Lead Booker. The Guest must not assign, license, resell or advertise the Property; accept payment for another's occupation; allow undisclosed occupation; or conduct unauthorised events, filming, photography or other commercial use. Serious breach may result in immediate termination, removal, withdrawal of access, no alternative accommodation, and recovery of reasonable investigation, enforcement, legal, cleaning, damage and identifiable lost-revenue costs.

Visible pre-existing damage should be reported within 12 hours after check-in; a material listing discrepancy within four hours where reasonably possible; and latent issues when discovered. Late reporting does not automatically create liability but may affect the evidence. The Lead Booker is responsible for damage or excessive cleaning caused by the Booking party, excluding fair wear and tear and matters not attributable to them.

A missing or non-functional material advertised amenity must be reported promptly. A reasonable opportunity to investigate and remedy must be allowed where safe and practical. Any refund, credit or remedy reflects severity, duration and actual effect, subject to mandatory rights.

Only the version-controlled charge schedule incorporated into the Booking Agreement may be applied. A standard charge is a reasonable estimate of likely cost, loss, staffing or administration, not a punishment. Higher actual reasonable cost may be recovered where evidenced and lawful. Staff must not create ad hoc charges.

A stay may be terminated immediately where a serious breach creates material safety, legal, fraud, Property, neighbour or reputational risk. Where appropriate, the Guest may first be required to stop or remedy the breach. Following termination, Guests must leave promptly. Alternative accommodation need not be provided and amounts properly due under the cancellation policy and resulting reasonable losses remain payable, subject to law.

If the Property cannot be provided for reasons not caused by the Guest, reasonable steps will be taken to offer comparable alternative accommodation, considering location, capacity, bedrooms, bathrooms, facilities, accessibility, quality, dates and price. The Guest need not accept a materially inferior alternative. A cheaper or inferior alternative requires agreement and an appropriate price adjustment. If no reasonable alternative is available or accepted, accommodation amounts paid for the unavailable Booking will be refunded.

Independent providers may supply chefs, housekeeping, transport, treatments, tours, personal shopping and other services. Unless expressly stated otherwise, the provider is responsible for performance and its own terms govern availability, price, cancellation and refunds. Nothing excludes responsibility for Madestays' own negligence, fraud or misrepresentation.

Madestays may carry out identity, payment, fraud-prevention and Booking-risk verification appropriate to the reservation. Personal information may be processed for Booking administration, safety, access, support, legal compliance, complaints and claims, and shared where lawful and necessary with platforms, payment and verification providers, the Accommodation Provider, building management, contractors, advisers and authorities. The current Privacy Notice applies.

Nothing limits liability that cannot lawfully be limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Subject to that, liability is governed by the Booking Agreement, mandatory consumer law and the capacity in which Madestays acts. Neither Madestays nor the Accommodation Provider is liable for indirect or unforeseeable loss, or for loss caused by the Guest's breach or failure to take reasonable steps to mitigate.

No party is liable for delay or failure caused by an event outside its reasonable control, except for payment obligations already due and rights that cannot lawfully be excluded. The affected party will take reasonable steps to reduce disruption and communicate material effects. Any cancellation remedy follows the Booking-specific policy, platform terms and mandatory law.

Concerns should be reported promptly to reservations@madestays.com so they can be investigated and, where practical, remedied during the stay. Evidence reasonably required to assess the complaint should be supplied. This does not remove mandatory legal rights.

A Booking exceeding the approved automated duration threshold, initially 90 nights, must be blocked from automatic agreement generation and referred for legal and operational review before confirmation. Approval must consider possession, licensing, consumer and tenancy-characterisation issues.

A material change must be recorded, approved and presented through a new version or formal amendment, with reacceptance where required. A delay in enforcement is not a waiver. If a provision is unlawful or unenforceable, it is adjusted or removed only to the minimum extent necessary and the remaining provisions continue.

These Terms and each Booking are governed by the laws of England and Wales. The courts of England and Wales have jurisdiction, except that a consumer resident elsewhere retains any mandatory right to bring proceedings in the courts of their place of residence.