Booking Terms

1. Scope

These Booking Terms apply to all accommodation reservations made through CrewStays, whether arranged via telephone, email, our website enquiry form, or any other communication channel. They should be read alongside our Terms of Business. In the event of any conflict, these Booking Terms take precedence in relation to individual reservation matters.

2. Making a Booking

A booking is considered confirmed when the Client provides written acceptance (including email or text message) of a quoted property, rate, and dates. Upon confirmation, CrewStays will:

• Arrange access to the property and provide check-in instructions
• Confirm the all-inclusive nightly or monthly rate in writing
• Provide property address, key collection details, and emergency contact information
• Issue a booking reference number for your records

Bookings are subject to availability. We will always confirm availability before accepting a reservation.

3. Rates and What's Included

Unless otherwise stated in writing, all quoted rates include:

• Gas, electricity, and water
• Council tax (for stays of less than 6 months)
• High-speed broadband
• Fully furnished property with equipped kitchen
• Bed linen and towels
• Weekly cleaning service

Rates do not include: food and personal supplies, telephone calls, damage to property, additional cleaning required due to excessive mess, or any items not explicitly listed above.

4. Check-In and Check-Out

Standard check-in time is from 15:00 on the arrival date. Standard check-out time is by 10:00 on the departure date. Early check-in or late check-out may be available upon request but cannot be guaranteed.

Keys must be returned to the designated location on the departure date. Failure to return keys may result in a lock-change charge being applied to the Client's account.

5. Minimum Stay

Our standard minimum stay is 5 nights. For stays of fewer than 5 nights, a short-stay supplement may apply. Monthly rates are available for bookings of 28 nights or more and represent the best value per night.

6. Extensions

Booking extensions are accommodated wherever possible and should be requested with a minimum of 7 days' notice. Extensions are subject to property availability. Where the original property is unavailable for the extension period, we will offer suitable alternatives at comparable rates. Extended stays continue at the same agreed rate unless market conditions have changed significantly, in which case any rate adjustment will be discussed and agreed in advance.

7. Cancellation Policy

The following cancellation charges apply:

For active bookings, early termination requires a minimum of 14 days' written notice. Charges continue during the notice period.

8. Guest Changes

The Client may substitute occupants during the booking period at no additional charge, provided we are notified in advance with the new occupant's name and contact details. The Client remains responsible for the conduct of all occupants regardless of any personnel changes.

9. Property Rules

All occupants must adhere to the following:

• No smoking inside any property (designated outdoor areas may be available)
• No pets unless explicitly agreed in writing prior to booking
• Respect for neighbours — no excessive noise, particularly between 22:00 and 07:00
• No subletting or allowing additional guests to stay without prior agreement
• Reasonable care of all furnishings, fixtures, and appliances
• Prompt reporting of any maintenance issues or damage
• Bins to be put out on collection days as advised at check-in

10. Damage and Additional Charges

The Client is liable for any damage to the property or its contents caused by occupants beyond normal wear and tear. This includes but is not limited to:

• Broken or damaged furniture, appliances, or fixtures
• Staining or burns to carpets, upholstery, or worktops
• Damage caused by smoking indoors
• Lost keys requiring lock replacement
• Additional cleaning required due to the property being left in an unacceptable condition

Damage charges will be evidenced with photographs and/or repair invoices and added to the Client's next monthly invoice.

11. Maintenance and Issues

CrewStays provides 24/7 support for property issues. Response times are as follows:

• Emergency (no heating, water leak, security issue): Response within 4 hours
• Urgent (appliance failure, hot water issue): Response within 24 hours
• Non-urgent (minor repairs, cosmetic issues): Response within 48 hours

Report all issues to your account manager or our 24/7 support line. Do not attempt repairs yourself or instruct third-party tradespeople without our prior agreement.

12. Force Majeure

Neither party shall be liable for failure to perform obligations where such failure results from circumstances beyond reasonable control, including but not limited to natural disasters, government actions, pandemics, strikes, or utility failures. In such events, we will use reasonable endeavours to provide alternative accommodation or agree a fair resolution.

13. Governing Law

These Booking Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact

For questions about these Booking Terms or to discuss specific booking requirements:

CrewStays
11 Station Road, Harold Wood, Romford, RM3 0BP
Email: hello@crewstays.co.uk
Phone: 0208 419 8865