Terms of service
Upon booking with DLC Stays you are deemed to have read in full and accepted the following Terms and Conditions:
Inquiries can be made via email to info@dlcstays.co.uk.
ID must be given at the time of check-in in the form of a valid passport or Driving Licence.
Guests should use the booking confirmation invoice email as a receipt of payment and confirmation of the booking made with DLC Stays.
This Agreement and Contract (the “Agreement”) is a legally binding agreement made and entered into as of the Reservation Date that you have booked and between the undersigned company/guest and DLC Stays, pursuant to which the Guest has agreed to rent the residence as per the booking platform, for the duration of the Rental Term for the Total Rental Fee and other good and valuable consideration as described herein.
1. Booking; Payment Procedure
Full payment is due in advance of occupation; this will be taken on the day of booking. Credit card details will be held on file to cover any damages or other costs. Upon receipt of payment, we will send you written confirmation of your booking. You may request to extend your stay at any time, subject to availability. No extra fees are charged for last-minute bookings. Payment must be made in full, in advance by bank transfer or credit/debit card. All prices quoted are in UK Pounds Sterling and are correct at the time of publication. Payment must be made in UK Pounds Sterling. Bookings using a credit/debit card must be made by or with the consent of the cardholder. Guests must be over 18 years old to make a booking with DLC Stays. Bookings for stays of 4 weeks or less must be paid in full at the time of booking (prior to occupancy).
Bookings for stays of more than 4 weeks are invoiced in 4-week blocks (30 nights). The first 4 weeks are due for payment at the time of booking and at least every 2 weeks before the next period (for the next 4 weeks). Subsequent payments must be made every 28 days. Failure to make payment of the booked dates may result in a Holding deposit being taken.
2. Holding Deposit
We reserve the right to take a holding deposit of £250 for any booking, this decision is made at our discretion. Deposits are taken by way of a credit/debit card and are refunded once keys are returned and the property is checked over for damages. Deposits are processed back within 5-10 days after checkout day.
3. Cancellation Policy
The guest will be charged the total price of the reservation if they cancel at any time. This policy means that for any stays longer than 28 days, guests are able to cancel 60 nights before however after this, they will be charged 100% of the blocked dates/ reservation. No refunds will be made for non-arrivals. Depending on the reasons for your cancellation, you may be able to reclaim cancellation charges from your insurance company if you have taken out travel insurance. We strongly recommend that clients purchase adequate travel insurance. Regrettably, for the reasons given above, we have to treat any curtailment of your stay as a cancellation. If We Cancel your Booking: In exceptional circumstances it may be necessary for us DLC Stays to cancel a booking, in the event of this we shall make all reasonable efforts to offer a suitable alternative within our property portfolio.
3.1 You may arrive at your accommodation after 4 pm (except if it is stated differently) on the start day of your booking and, unless otherwise agreed, you must leave by 10 am on the last day. If you fail to arrive by 20:00 on the day of the start date and do not advise us of a late arrival we may treat the booking as being cancelled by you.
4. Amendments to Bookings
If The Guest Amends a Booking if a guest wishes to amend a booking (dates of stay, accommodation required, check-in/out time), we will make all reasonable efforts to comply with the request(s) however the guest will be charged for any additional charges. If the guest makes amendments to the booking once the stay has commenced we may not be able to comply with the request(s). If on any occasion the guest vacates the apartment early and wishes to terminate the remainder of their stay, this must be confirmed in writing and the keys be returned on the new agreed check-out date. – We accept no liability for loss, damage, or expense and cannot guarantee reimbursement of any costs incurred. Similarly in the event of keys not being returned upon check-out, we reserve the right to charge guests for lock replacement, key replacement, building fob replacement, and car park fob replacement.
5. Facilities & Services
Note: No items are to be removed from any apartments or dismantled in any way. Furniture cannot be removed from the apartment.
6. Entry & Inspection
DLC Stays reserves the right to enter the Property at reasonable times and with reasonable advance notice for the purposes of inspecting the Property or showing the Property to prospective purchasers, renters, or other authorized persons. If a Rental Agent has a reasonable belief that there is imminent danger to any person or property, the Rental Agent may enter the Property without advance notice.
7. Services
We cannot be held responsible for failure or interruption of services within or outside of the apartment or development building – this includes utilities, appliances, and communications (Washing Machine, Tumble Dryer, Dishwasher, Television, Broadband, Wi-Fi, Electricity, Water, and Heating). We cannot be held responsible for inconveniences such as noise, access, or supply of services caused by engineering or repair works within or in
another part of the property.
If there is an interruption to any services, once we receive a notification, we will use all reasonable efforts to rectify the issue within a reasonable period of time. Facilities and services in common areas within the building (i.e. lift, door system) are the responsibility of the building managers and not DLC Stays.
We reserve the right to add or remove any of its services without prior notice. We endeavor to have each apartment cleaned and ready for new guests by the check-in time, however, on rare occasions and in the event of staff shortage there may be a delay in cleaning. In the event of this, guests will be given access to the apartment from the check-in time and the apartment will be cleaned as soon as possible. No compensation will be given for this.
Broadband
Wireless broadband (Wi-Fi) is available in all apartment locations and is provided free of charge. We cannot guarantee connectivity at any given time; however, we endeavor to maintain the hardware and connection within all apartments. If there is a fault with the hardware provided (wireless router) we will give support and maintenance. If the fault is deemed to be with the guest's hardware/devices, support will not be available. If the Broadband key/fob code is removed, taken, or lost upon check out you will be charged £100 for the inconvenience and the replacement.
Extra Beds
A travel cot can be provided and delivered to the apartments at an extra cost (agreed at the time of booking). This must be booked at least 48 hours prior to arrival. We cannot guarantee availability at short notice and cots can only be delivered within office hours (9 am-6 pm Monday-Friday). Cot beds are only provided for infants aged 12 months and under you must supply your own bedding. No items are to be removed from any apartments or dismantled in any way.
Pets
Pets are allowed in the property with prior consent from DLC Stays. A surcharge will be applicable to cover additional cleaning costs. If there is any evidence that a pet has been in the property without permission, a fine will be charged.
8. Number of Guests
Occupancy must not exceed the number of guests specified at the time of booking. DLC Stays reserves the right to refuse entry to the entire party if the number of persons occupying the property exceeds the number stipulated in the booking.
9. Smoking
Smoking is not permitted within any of the apartments or common areas within the buildings. If it is discovered that there has been smoking within the apartment then a charge of £100 will be made to cover the cost of cleaning and the cost of the apartment not being able to be rented to another guest due to smoke smell. Similarly, if there is a smell of smoke within the communal areas of the building as a result of smoking then DLC Stays will charge for the cost of cleaning and deodorizing the communal areas of the building.
10. Damage & Breakages
The Guest(s) shall be liable for all damage, breakages, and loss (including accidental damage) caused to the property, fixtures, and fittings during the rental period and shall be responsible for the cost of repair or replacement of said items. If any items are missing from the apartment upon check-out, we reserve the right to charge the guest's credit/debit card for the cost of the item(s).
11. Your Responsibilities
You agree to comply with the Regulations and any other regulations reasonably made from time to time and ensure that they are observed by all members of your party. You agree to keep and leave the Property and the furnishings, kitchen equipment, crockery, glasses, bedding, and towels clean and in good condition. You agree not to cause any damage to the walls, doors, windows, or any other part of the Property nor to do anything that may be reasonably considered to cause a nuisance or annoyance to us or to any other occupier of adjoining or neighboring properties. You agree to take all necessary steps to safeguard your personal property while at the Property.
You agree to ensure that each member of your party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage, and other property) and health insurance (including evacuation and repatriation coverage).
12. Complaints
Every effort has been made to ensure that you have an enjoyable stay. However, if you have any problem or cause for complaint, it is essential that you contact us immediately to give us the chance to resolve it. We value your custom and want you to return. We are on call 24 hours a day, 7 days a week.
13. Liability
DLC Stays and its employees shall not be liable to the Guest or any third parties for any damage to property or for the death or personal injury of the guest howsoever caused except where such death or personal injury was caused by the negligence of DLC Stays or its employees. You must take all necessary steps to safeguard your personal property while at the Property.
14. Data Protection
We are committed to protecting your privacy and keeping your personal information secure. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998 and GDPR 2018).
15. Law & Jurisdiction
This Agreement shall be governed by and construed in accordance with the laws of England and Wales, and the parties hereby submit to the exclusive jurisdiction of the courts of England and Wales.
**Termination by DLC Stays**
DLC Stays has the right to terminate a booking at any time on the grounds of Partying, playing loud music, General Nuisance Behaviour, Abuse to staff or other guests, mistreatment of the apartment, nonpayment, or criminal activity on the part of those occupying the apartment or their guests. In such circumstances, DLC Stays is not obliged to provide or locate alternative accommodation. The period of notice is at the discretion of DLC Stays.
**Injury or Loss**
DLC Stays cannot be held responsible for any personal injury to any guests while in one of our apartments. Nor can we be held responsible for loss or damage to personal effects howsoever arising at the accommodation. Neither we, nor our representatives, can be held responsible for any circumstances beyond our control including, but not limited to, mechanical breakdown, illness, or failure of any Public service supply.
**Rights of Access**
Representatives of DLC Stays or their subcontractors have the right of access to the property at any time, with due regard to the convenience of the hirer, for the purpose of inspecting the property and carrying out any essential repair or maintenance work.
**Pets**
Regrettably, no pets of any kind are permitted under any circumstances. The client is liable for any infringement of this rule. DLC Stays Management has the right to terminate your stay if they deem such behavior has occurred. In the event of such a breach, No refund will be made if such behavior is deemed to have occurred. A surcharge of £250 will be made if evidence of pets is discovered in the apartment.
**Smoking**
Smoking is not permitted in the apartments or the apartment blocks' internal communal areas. Smoking is permitted on external balconies that were present in an apartment only. A surcharge of £250 will be made if evidence of smoking is discovered in the apartment.
**Complaints**
We do not expect and certainly do not want dissatisfied customers, but in the event that You are not entirely satisfied with the service offered, you should notify any complaint To our office during your stay within 24 hours of the problem occurring to DLC Stays by email to info@dlcstays.co.uk We will take all reasonable steps to settle the problem. DLC Stays shall not have any liability for any complaint submitted after the completion of the above period.
**Information**
All information supplied by DLC Stays is given in good faith and is based on information available at the time. All reasonable measures have been taken to ensure the accuracy of any statement made either in writing or otherwise, but DLC Stays is not liable for any variation however caused. We DLC Stays have the right to add or remove any of its services or facilities without prior notice.
**Interest**
Interest on overdue invoices shall accrue from the date when payment becomes due, From day to day, until the date of payment, at a rate of 4% above NatWest Bank base rate In force at the time and shall accrue at such a rate after, as well as before any judgment.
**Security of Tenure**
All properties are occupied as serviced accommodations and on this basis, no rights of tenancy are created, they are exempt from security of tenure under the Rent Act. DLC Stays reserves the right to access the apartment and or terminate your stay at any time without prior notice if it deems necessary.
**Usage & Nuisance Behavior**
The properties cannot under any circumstances be used for partying, playing loud music, or General nuisance behavior. Guests must have regard for other occupants in the building. DLC Stays Management reserves the right to terminate your stay if they deem such behavior has occurred. In the event of such a breach, no refund will be made, if such behavior is deemed to have occurred and an additional fee of £250 will be charged. An additional fee of £150 will be charged for any extra cleaning of the property.
You as the guest shall use the Property for residential purposes only and in a careful manner to prevent any damage or loss to the Property and keep the Property in clean and sanitary condition at all times. Guest and any additional permitted guests shall refrain from loud noise and shall not disturb, annoy, endanger, or inconvenience neighbors, nor shall Guest use the Property for any immoral, offensive, or unlawful purposes, nor violate any law, association rules, or ordinance, nor commit waste or nuisance on or about the Property.
The number of people permitted to occupy each apartment is limited to the number of beds. In some properties, extra beds can be provided and this will be at an extra charge to be agreed at the time of booking.
Hen/stag & Group Bookings, We do not knowingly accept bookings of this nature. Group bookings will be required to give a reason for their stay. If the booking is allowed and guests are found to be holding parties of any kind, you will be evicted immediately with no refunds due & a fee of £250 will be charged.
Use of the apartments for any behavior deemed by the management of DLC Stays to be inappropriate or illegal will result in the immediate eviction of all guests without refund and, where necessary, reporting to West Midland Police for further investigation.
If Guest should fail to comply with the conditions and obligations of this Agreement, Guest shall surrender the Property, remove all Guest’s property and belongings, and leave the Property in good order and free of damage. No refund of any portion of the Total Rental Fee shall be made and if any legal action is necessary, the prevailing party shall be entitled to reimbursement from the other party for all costs incurred.
ASSIGNMENT OR SUBLEASE Guest shall not assign or sublease the Property or permit the use of any portion of the Property by other persons who are not family members or guests of the Guest and included within the number of and as permitted occupants under this Agreement.
**Property Specification**
Reasonable care has been taken that the content of our website (and/or other means of promotion or advertising) is correct but it is subject to amendment at any time without notice. All content on our website (and/or other means of promotion or advertising) is published in good faith. We do not warrant that the content of our website (and/or other means of promotion or advertising) accurately or completely describes any of the apartments. Our website may link to other websites and we are not responsible for the data policies, content, or security of these websites. You should note the following points about our property:
*Properties are individual and vary in style, size, and layouts so furnishing details are not uniformly standard. Although accommodation and location are confirmed in advance, the exact apartment cannot be guaranteed prior to arrival and can be subject to change at any time;
*Our website (and/or other means of promotion or advertising) may contain a plan for the layout of the apartment. The plan will only be a general representation of the accommodation. Actual unit size, design, fixtures, furnishings, and facilities may vary from those shown on the plan; We prime location lets have the right to add or remove any of its services or facilities without prior notice.
* The number of people permitted to occupy each apartment is limited to the number of beds. In some apartments, extra beds can be provided and this will be at a charge to be agreed upon at the time of booking. If the number of people permitted to occupy an apartment is exceeded, we may refuse access to the accommodation and reserve the right to charge for additional properties;
*You and your party must comply with any rules and regulations set by us. We recommend that you take time to familiarize yourself with the safety procedures in the apartments, the building, and the local area, paying particular attention to fire evacuation details and security;
*You and the other members of your party are responsible for payment of rental, any charges made for use of facilities, such as additional laundry services, and for any other fees levied by us for the use of amenities;
*Where internet or broadband connectivity is available, you agree to use such services in a responsible manner and not for any illegal purpose.
**Discount/Promotional Codes**
All promotional codes promoted and distributed by DLC Stays via web/email/print/phone are subject to change/expiry/refusal at any time. DLC Stays reserves the right to change/refuse the details of promotions without notice. All valid promotions/discounts are added to the order before payment when booking; this allows clients to see whether or not the promotion has been added to the order. DLC Stays cannot apply discount/promotional codes for bookings over the phone or after placing the order.
**Included As Standard**
DLC Stays often provides toiletries & condiments on arrival, these are complementary and provided at the discretion of DLC Stays Toiletries, condiments, etc will not be replenished throughout the stay; it is not the responsibility of DLC Stays to provide such items.
As standard, DLC Stays will often (but is not obliged to) provide the following on arrival; a Sample of washing up liquid, one toilet roll, one dishwasher tablet, one jay cloth, one bin bag, a selection of toiletries, and complimentary condiments.
Store cupboards- These are for staff use only, any sundries removed from the cupboard will be charged the individual cost per item. All items are stock-checked after every visit.
**Acceptance of Terms and Conditions / Contract of Hire**
All bookings are subject to these terms and conditions that are deemed to have been accepted in full by the hirer and all persons in the party. Payment of deposit and/or Apartment fee also indicates acceptance of these Terms and Conditions.
**GENERAL PROVISIONS**
This Agreement contains the entire agreement between the parties with regard to the rental of the Property, and any changes, amendments or modifications hereof shall be void unless the same are in writing and signed by both the Guest and the Rental Agent. This Agreement shall be governed by the laws of the United Kingdom. The words “Rental Agent” and “Guest” shall include their respective heirs, successors, and representatives. The waiver or failure to enforce any breach or provision of this Agreement shall not be considered a waiver of that or any other provision in any subsequent breach thereof. If any provision herein is held invalid, the remainder of the Agreement shall not be affected. Any notice required to be
given under this Agreement shall be in writing and sent to the contact information included herein. This Agreement may be signed in one or more counterparts, each of which is an original, but taken together constitute one in the same instrument.
Execution of a digital signature shall be deemed a valid signature.
SECURITY DEPOSIT
Please be aware that it is essential to comply with the rules and regulations outlined during your stay. Failure to do so may lead to a deduction from your security deposit. We kindly request your cooperation in following these guidelines to ensure a pleasant and hassle-free experience. Thank you for your understanding and adherence to these terms and conditions.
QUIET TIME
We are located in a residential community and, although this is a holiday destination, it's home to many people. As such we ask that you respect their privacy and their right to a peaceful existence! Specifically, between the hours of 9 pm and 8 am noise should be kept to a minimum.
Please note that a noise monitor is installed on the premises to ensure that noise levels are kept within acceptable limits. If the noise exceeds the set threshold, we will receive notifications. It is important to adhere to the three-strike rule regarding noise disturbances.
We kindly request your cooperation in maintaining a peaceful environment for the comfort of all guests. Thank you for understanding and complying with this policy.
BREAKAGES
We understand that sometimes accidents happen! Should you break anything please let us know immediately - if it's minor we usually won't charge. If it's a larger issue (e.g. the TV screen!) we would like to agree on the cost with you before you leave to avoid any issues later. Thank you!
SMOKING POLICY
This property strictly upholds a smoke-free policy, which prohibits smoking of any kind, including vaping. If you choose to smoke on the balcony, kindly ensure that all windows and doors are closed to prevent smoke from entering the premises. Please be aware that there is a smoke detection monitor in place, which alerts us if any smoke has entered the property. Failure to comply with these rules may result in the deduction of the security deposit. Thank you for your understanding and cooperation.
PETS
We love animals but we chose to make this home pet-free due to many people being allergic.