Terms and conditions

1. Arrival and departure

The property is available from 3 pm on the day of arrival. The property must be vacated by 11 am on the day of departure unless otherwise sanctioned at the discretion of the host. In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity by providing their booking reference and their passport/identity card/driving licence.

2. No smoking

Guests are not permitted to smoke on the property. Smoking inside our premises will result in a £150 fine which will be automatically charged from the card details used for the security deposit.

3. No drugs

Possession and use of any drugs on the property are strictly forbidden. Any guests in breach of this rule will be reported to the police, removed from the property immediately and charged a £300 fine, which will be automatically charged from the card details used for the security deposit.

4. No parties or events

Guests are not permitted to host any parties or events inside our premises. Any parties or events inside our premises without prior written consent will result in a £250 fine which will be automatically charged from the card details used for the security deposit.

5. No pets

Guests are not permitted to have pets or permit access to any pets within the property. Pets inside our premises will result in a £150 fine which will be automatically charged from the card details used for the security deposit.

6. Damage

We reserve the right, and you authorise us to charge your credit or debit card for any damage incurred to the property during your stay (including, without limitation, specialist cleaning) or for any missing or damaged items when you leave.

7. Guest behaviour

Guests are requested to always conduct themselves appropriately and comply with Company procedures and/or requests regarding conduct and respect for the property. We reserve the right to refuse accommodation or services or remove you from the property if, in our reasonable opinion, we consider this provision to have been breached.

8. Assignment prohibited

Guests are not to assign, underlet, charge, part with or share possession or occupation of the Property or any part of it.

9. Number of guests

Guests agree to adhere to the number of guests confirmed at the time of their booking, and should this need to be changed agree to contact the host to make arrangements.

10. Cancellation policy

Full Refund Policy: Guests are entitled to a full refund of their booking amount in the event of a cancellation made thirty (30) days or more prior to the scheduled check-in date.

Short Notice Booking Cancellation Policy: For bookings made fewer than thirty (30) days before the intended check-in date, guests can still receive a full refund provided they cancel within forty-eight (48) hours of making the booking and provided the cancellation occurs at least fourteen (14) days before the scheduled check-in date.

Partial Refund Policy: Following the initial cancellation periods outlined above, guests may receive a fifty percent (50%) refund of their booking amount if the cancellation is made at least seven (7) days prior to the scheduled check-in date.

Non-Refundable Period: No refunds will be issued for cancellations made less than seven (7) days prior to the scheduled check-in date.

11. Covid-19

Guests are asked not to attend the property if they are displaying symptoms associated with possible COVID-19 infection.

12. Communications

If a mobile phone number is provided when booking, this can and likely will be used to send you information and updates about your booking with Surrey Stays. If you would not like to receive these messages, you can opt out my emailing guests@surreystays.co.uk.

Contact us at guests@surreystays.co.uk for questions related to our terms and conditions.

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