Reservations for accommodation by guests (referred to as the ‘Guest’, ‘You’ or ‘Your’) may be accepted by Penriver Limited Ltd T/A TLC Stay (referred to as the ‘Owner’,‘We’,‘Us’ or ‘Our’) either directly via our website, or as a result of reservation requests made by the Guest via email, telephone, text or use of our online, mobile and social media channels and associated messaging services, or on behalf of partner Third Party Sites (also referred to as the ‘Agent’ which refers partner booking sites such as AirBnB, Booking.com etc. or any other company who makes a booking on our behalf with our consent).
THE AGREEMENT: The Rental Agreement is between the Guest and the Owner. Third Party Sites act only as an agent for the Owner. The contract is deemed to have been made once the Guest has paid a deposit and / or We or the Third Party Site have dispatched a confirmation of Booking. The Guest must be over 18 years of age at the time of Booking. This Agreement may be referred to as the ‘Rental Agreement’ or as the ‘Terms and Conditions’ which is in addition to the Website Terms and Conditions.
BOOKING: The Guest who makes the booking is deemed to have agreed to these Terms and Conditions will be responsible for all persons included in the booking and should ensure that they are all aware of all house rules and policies outlined in the Terms and Conditions, House Manual or instructed to verbally or electronically. Any damages caused, loss of earnings and revenue and damage to TLC Stay reputation as a result of any guests not observing the House rules and Policies during their stay could lead to termination of the booking and / or additional charges.
The Owner or the Agent reserves the right to decline any booking or refuse to hand over a key to any person who has not complied with these Terms & Conditions.
PAYMENT For Bookings that are:
Advance Saver Non-Refundable rate bookings 100% of the total cost of the booking is paid upon booking.
For all other bookings that are made more than 7 days before arrival, a deposit (part payment) of 10% of the total cost of the booking is required. The balance is due 7 days before the Rental commences.
For all bookings made less than 7 days before arrival, the total amount (100%) is payable in full on booking.
Where a guest fails to pay their balance by the due date the booking may be cancelled and the deposit retained and Guest may still be liable to settle the balance..
SECURITY DEPOSIT: A Deposit may be required and charged 14 days before arrival. The Deposit value varies for each property and TLC Stay reserves the right to increase this, if deemed appropriate.
We will contact you to organise taking the deposit by credit / debit card or bank transfer.
The Deposit will be refunded within 7 working days after check-out, subject to the terms of this Rental Agreement.
This Deposit is a minimal amount to cover the loss or damage to small items and the property during your stay and any additional services that may be required to rectify, which will be deducted at cost. This does not cover all damages and risks. It is important you ensure that your travel insurance specifically covers you for damage to the property, or contents, accidental or otherwise.
CANCELLATION OR CHANGES BY THE GUEST: Once the Rental is Booked, the Guest has entered into a legally binding contract. If the Guest cancels, for whatever reason (including medical, transport and weather related) and within 7 days of the Check-In date no refund is due. Furthermore ‘Advance Saver non-refundable rate’ bookings will not be refunded if cancelled for any reason, however we will issue a cancellation invoice upon request to enable the Guest to claim on their insurance.
Cancellations must be notified in writing (including by email or electronic means) to the Agent and the Owner immediately.
Once a booking has been accepted by the Agent / Owner, rental dates may be changed, subject to availability, and the owner is agreeable to the request. Any extra rental costs will be payable if the new dates are being offered at a higher rate.
We recommend and expect that the Guest has a holiday / rental or business travel insurance policy (which includes cancellation insurance covering sickness and unavoidable reasons for cancellation) prior to their stay. It is essential that you check your insurance cover prior to booking as this is the full responsibility of the Guest, and not the Owner.
Security Deposits, Service Items such as Cleaning Fee, Linen Fee and Optional Items that have been pre-paid will be fully refunded upon cancellation, by request and subject to the terms of this Rental Agreement.
CANCELLATION BY OWNER: The Agent / Owner reserves the right to refuse any booking and to cancel any bookings already made if the property is unavailable (for example through fire, flood, maintenance etc) for any reason whatsoever, subject to a full refund of all monies paid (but no further liability). Neither the Owner nor the Agent shall be under any other liability if such cancellation occurs. In the unlikely event of a cancellation the Owner / Agent will make every possible effort to secure alternative accommodation if appropriate.
FORCE MAJEURE: The Owner or Agent cannot accept responsibility or liability for any alterations, delay or cancellation, or any other loss or damage caused by war, civil strife, terrorist action, industrial disputes, fire, sickness, bad weather, epidemics, acts of any government or public authority, or any other event outside our control.
ARRIVAL AND DEPARTURE: The house is available for occupation as per the Check-in and Check-out time and date specified on your booking. Please contact us if you would like to request an earlier check-in or later check-out time.
UNAUTHORISED LATE CHECK-OUTS will incur an additional charge. If an unexpected situation arises that means you will be late checking out please advise TLC Stay directly to try and avoid any delays, additional fees or penalties.
LOCKING AND SECURING THE PROPERTY: Upon departing the property Guests must always ensure windows and doors are locked. On departure, once the door is locked, keys must be returned & secured in the lock-box. Keys NOT to be left in the house or posted through the letterbox.
NUMBER OF PEOPLE USING ACCOMMODATION: The Owners permit the Guest and members of the Guests party (but no one else) to occupy the property for travel / holiday / business accommodation purposes only. The Guest must declare the correct number of additional guests during booking and, if this changes, must inform Us before the rental commences. No more than the maximum number of persons stated on Our Website or Third Party Site may occupy a property at any time, unless by prior written agreement with the Owner.
Extra charges will be applicable if the number of guests differs from the number on the booking.
BEDDING AND TOWELS are only provided for the number of guests booked. We will only prepare the bedding for the configuration of beds / sofa beds / day beds to match the number of guests and requests specified within the booking.
PETS: In some of our properties we are happy to accept bookings for pets. Cats are not allowed.
A charge of £35.00 for the first week per pet and £25 for each extra week.
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Generally the maximum number of pets we will allow is two pets per stay. Pets must be well-behaved, never be left unattended in the property. It is your responsibility to clean up any pet's mess and dispose of it correctly. Pets are not permitted in the bedrooms or on any furniture in the property. If damage or extra cleaning is caused by pets you will be billed for the charges to rectify. No garden or terrace is guaranteed as 100% secure, even if described as private or enclosed.
ELECTRIC VEHICLE CHARGING: is NOT permitted at the property. Guests found to be breaking this policy, without prior agreement, will be charged £20 per night for the total duration of the stay.
ELECTRICITY, GAS, WATER FAIR USAGE: is covered in the service charge nightly rate of your stay. Any unreasonable and excessive use of the utilities may incur additional charges.
HEATING FAIR USAGE: All our properties have central heating with an automated program set so the temperature is comfortable for your arrival and during your stay.
Most of our homes use an Inspire Heating control to manage the heating. This can be monitored & controlled remotely by us.
You can boost the temperature at any time by pressing the upward arrow button on the thermostat. This will boost the heating up to 22 Centigrade for 1 hour.
The thermostat uses a motion sensor, so if there is no movement in the property after a period of time it will initially decrease the temperature and will eventually switch it off.
Should you wish the heating to operate to a constant higher temperature then this can be arranged for an extra charge. Please contact guest services to discuss the options.
Guests MUST NOT tamper or adjust the settings on the property central heating boiler system or remove or switch off the Thermostat, doing so will result in extra charges to replace, repair or rectify.
GUEST RESPONSIBILITY: The supervision of children, babies, dogs, pets and any adults requiring care remains the responsibility of the guest at all times. Guests should put all furniture, equipment and utensils etc. back to where it was at the beginning of the rental period. For any personal possessions left at the property, the owner has the right to charge for the removal, return or disposal of those items.
LOST PROPERTY / ITEMS LEFT BEHIND: Should we find personal belongings or items believed to be of value, and not left for disposal, then we will notify guests to offer the option for them to be returned. Any unclaimed items will be held for 21 days before disposal of them.
An administration fee of £20 plus postage & packaging will be applied to return the items to you. Payment is required before any items are dispatched. We do not accept responsibility for the safe delivery of the items. If they are of value we recommend you select the appropriate courier service and guarantee cover.
CLEANING: The Guest is responsible for leaving the accommodation in good order and in a clean condition; otherwise an additional cleaning charge may be levied. The convention for UK Holiday Homes and Serviced Apartments is that guests are expected to leave the property in a similar state to which they find it (reasonable cleaning accepted). Please abide by this convention so we can continue to provide good value for guests.
KEYS for access to the property are provided to guests upon check-in (usually via a lock-box located next to the front door). It is your responsibility to look after the keys, keep them safe and return back to the lock-box upon check-out. Failure to return keys or loss of keys will result in additional charges for replacement and if required locksmith charges for new locks to be fitted.
DAMAGE, LOSS, THEFT: Guests agree to inform owners of any damage or loss however caused. Guests should not remove any item from the property. The owner may ask for reasonable replacement costs. In the instance of damage the Owner or Agency reserves the right to retain all or part of the deposit paid, or for damage exceeding the deposit amount, may automatically charge for reasonable cost of repair, or replacement via the payment method provided at the time of booking.
NUISANCE: Guests should not cause nuisance or annoyance to occupants of any nearby property. If, in the opinion of the Owner / Agent, any person is not suitable to continue their occupation of the property because of unreasonable behaviour, damage or nuisance to other parties, the contract may be treated by the Owner / Agent as discharged and the Owner / Agent may repossess the property immediately. The guest will remain liable for the whole cost of rental and no refund shall be due.
PARTIES / EVENTS: We specifically do not give you permission to solicit any business activity on the premises, host parties or events.
NOISE: We ask all guests to respect the neighbours so we ask for NO loud music, TV, Audio or instruments after 9pm.
ACCESS: Guests must allow reasonable access to the property by the Owner / Agent for maintenance given reasonable notice. We may need to pass on your contact details to a member of our maintenance / cleaning team or sub-contracted service provider to arrange to rectify an issue that needs to be remedied during your stay.
IMPORTANT POLICIES: All properties operated by TLC Stay have the following policies that ask all guests to observe:
STRICT NO SMOKING AND NO VAPING POLICY ON OR IN THE PROPERTY
NO USE OR POSSESSION OF DRUGS, WEAPONS OR ILLEGAL BEHAVIOUR
The MINIMUM charge for violation which causes damage to the property or disrepute to the reputation of TLC Stay will be from £300 (The Security Deposit amount) to cover deep cleaning.
Any damage to the Property or its contents will be charged for, at the cost of a new replacement, or of equal or similar to that damage.
If it is necessary to repair or redecorate all or part of the property you will be invoiced for the full cost of materials and labour, plus compensation for;
Any days we need to close the property to make the repair,
Cost of alternative accommodation if required to relocate other bookings
The Owners time and inconvenience arranging such repairs.
RUBBISH / WASTE COLLECTION AND RECYCLING: If there is a rubbish / waste collection during your stay it is your responsibility to put the appropriate bins out for collection and collect them back in.
A Calendar and Rota will be displayed in all properties along with a guide of which rubbish / recycling goes into which bin.
The Local council authority will not collect the rubbish if the bins are used incorrectly. Please observe the rules for which rubbish goes into each bin to comply with recycling and notify us if there are any problems with this. Details of this will be displayed in all properties.
Failure to put the correct rubbish in the correct bins and to put the rubbish out for collection on the appropriate days could result in an additional cleaning / maintenance fees charged for the time required to rectify the matter.
PARKING PERMITS: If a parking permit is provided for during your stay it is your responsibility to ensure you park in the correct parking zone and display the parking permit correctly.
It is also the guest responsibility to ensure that the parking permit is left in the property upon departure. If the Parking Permit is Lost or not left in the property upon departure a £125 charge will be applied for the replacement of the parking permit.
COMPLAINTS & DISPUTES: We inspect the standard of facilities on a regular basis but cannot accept responsibility for any changes made by our property maintenance providers since the last inspection, or failure by the property maintenance providers to keep the property dry, clean, and in good repair or to have all the items mentioned on the website.
It is essential that you contact TLC Stay directly via contact details provided with any complaints, or reasonable requests so we are able to address them in a reasonable timeframe during your stay.
It is the duty of Guests to minimize any loss to them and therefore it is their responsibility to inform the owner at the earliest possible opportunity of any problem.
The Owner or Agent cannot be held responsible for any perceived inadequacies in any of the properties. Property descriptions and all details both written and verbal are given in good faith and believed to be correct, but interpretation thereof can be subjective and as such, their accuracy cannot be guaranteed. Property details may vary over time from photographs and descriptions on the websites.
Accidents how-so-ever caused during the stay are not the liability of the Owner. However, the responsibility for the upkeep of the property and any relevant Health and Safety considerations lies with the Owner and the property maintenance provider.
Complaints received after departure cannot be accepted as the Owner thereby has no opportunity to resolve the complaint at the time.
FEEDBACK / REVIEWS: We're keen to hear feedback from our guests and strive to make your stay a comfortable one. If you have any comments, suggestions or complaints we ask for this to be given during your stay so we have the opportunity to address, if possible to do so.
Rather than using reviews as a forum for feedback, suggestions, or complaints we encourage guests to feed these back to us directly.
We encourage guests to also leave reviews for us via the appropriate Agent or Platform that you booked through. Please make sure they are fair, honest and factual. If a problem has occurred that you wish to mention in your review, that you think other guests should know about, then if we addressed it or at least tried to address it we ask you to please include this.
We will always leave honest fair reviews for our guests too and any feedback or suggestions directly or as private notes.
Any reviews left by a guest that are not accurate and factual and incorrectly misleading about your stay or the property that result in damages to the reputation of TLC Stay may result in libel action being taken.
GUEST WI-FI ACCESS TERMS AND CONDITIONS: This agreement sets out the terms and conditions on which wireless internet access (Service) is provided free of charge to you, the user, by the Owner. By using our Wi-Fi service you are accepting the terms and conditions contained in this agreement.
Providing the Service:
Your use of the internet is at your own risk. We have no control over, and are not responsible for the websites (or other internet services) that you may access whilst using the Service. As such, we do not provide any assurance that these websites or services are error or virus free;
The Service is provided as is. We do not warrant that the Service is secure or that it is fit for any particular purpose. We do not provide any assurances that any particular virtual private network will be compatible with the Service.
We have no responsibility for, or control over, the information you transmit or receive via the Service. It is your responsibility to ensure the security & confidentiality of any information or data that you transmit over the internet using the Service.
When you access websites of third parties you may be bound by separate terms & agreements. You should ensure that you make yourself aware of the content of these terms and it is your responsibility to ensure you are compliant with them.
We are not responsible for the content, advice or any statements or representations made by third parties on their website(s). It is your responsibility to evaluate this content for yourself.
The Service will only be available to your equipment when it is within range of our Wireless LAN.
Except for the purposes of network diagnostics we do not examine the use to which you put the Service or the nature of the information you send or receive. We may keep a log of the Internet Protocol (“IP”) addresses of any devices which access the Service, the times when they have accessed the Service and the activity associated with that IP address.
While we will attempt to maintain the Service we cannot, and do not, guarantee that the Service will be available at all times, or at what speed.
It is your responsibility to provide all hardware required to access the Service; We do not, however, guarantee that your equipment will be compatible with the Service.
We reserve the right at all times to withdraw the Service, or change the specifications or manner of use of it.
Your Use of the Service:
The Service is provided on the understanding that you do not use it to access or distribute material which;
Is defamatory, threatening, or which could be classed as harassment;
Contains obscene (including pornographic material), offensive or abusive language or material;
Constitutes or is capable of constituting a criminal offence, whether in the United Kingdom or elsewhere; or
In our reasonable opinion, may adversely affect the manner in which we carry out our business.
You should refrain from downloading content unless you are certain that you have the permission of the owner of the Works to do so. Without such permission you may be in breach of the owners’ right in copyright (or otherwise) to the Works that you have downloaded.
We may terminate or temporarily suspend the Service if we believe that you are in breach of any of the provisions of this agreement.
OUR USE OF YOUR INFORMATION:
If you tick the box entitled “I would like to receive marketing communications” on the registration page you agree that we are permitted to contact you with promotional and marketing material related to The Property you booked and other Properties we offer. You can withdraw this permission at any time by emailing hello@tlcstay.co.uk or via the unsubscribe button in our emails.
We will never pass on your contact details to third parties without your permission or to provide maintenance / cleaning visits to remedy a reported issued during your stay.
We will comply with the provisions of the Data Protection Act 1998 (and any replacement legislation or regulation that may be in force from time to time in connection with all personal data that we possess.
We may from time to time be obliged to cooperate with law enforcement authorities and rights-holders in the investigation of any suspected or alleged illegal activity by you; this may include (without limitation) the disclosure of personal information that we hold about you.
OTHER TERMS:
You agree to compensate us fully for any claims or legal action made or threatened against us by someone else because you have used the Service in breach of these terms and conditions.
LIMITATION OF LIABILITY: We do not limit our responsibility for fraudulent misrepresentation or if you are injured or die as a result of our negligence. However, in using the Service you accept the nature of it and the limitations set out in these terms therefore further accept that we are not liable to you for any direct financial loss, loss of profit, revenue, time, anticipated savings or profit or revenue, opportunity, data, use, business, wasted expenditure, business interruption, loss arising from disclosure of confidential information, loss arising from or in connection with use of the Service or inability to use or access the Service or a failure, suspension or withdrawal of all or part of the Service at any time or damage to physical property or for any other similar direct loss that may arise in relation to this agreement whether or not we were advised in advance of the possibility of such loss or damage.
We agree that agreement does not allow either party to act as, or hold themselves out as, acting as an agent of the other party. The terms of this agreement are not enforceable by a third party under the Contracts (Rights of Third Parties) Act 1999.
This agreement is governed by the law of England and Wales and is subject to the non-exclusive jurisdiction of the English courts.
LIABILITY: The Owner / Agent cannot accept responsibility for any material loss, damage, additional expense or inconvenience directly or indirectly caused by, or arising out of the property, its plumbing, gas, electrical services or exceptional weather.
No responsibility is accepted for loss or damage of property, (including pets), vehicles or vehicle contents belonging to the guest or any member of the party during their occupancy.
The maximum liability accepted by the Owner / Agent will be the total cost of the holiday as paid by the guest to the Owner / Agent. No other expenses such as travelling costs or alternative accommodation will be accepted.
WAIVER: The failure of the Owner to enforce or exercise, at any time or for any period of time, any term of, or any right pursuant to this agreement does not constitute and shall not be construed as a waiver of such term or right.
MISCELLANEOUS: The Guest agrees that the contract with the owner is made at the Owners’ premises and that any proceedings between the parties shall be conducted in the County Court nearest to the owners trading address. TLC Stay is a trading name of Penriver Limited. Registered address: C/O Fylde Tax Accountants, 155 Newton Drive, Blackpool, England, FY3 8LZ
USE OF OUR SITE: including our website, mobile sites, social media etc. and other, and services are bound in accordance with our website Terms and Conditions, this Rental Agreement and our Privacy Policy which outlines how we use and protect your data in delivery of these services.
These booking conditions supersede all previous issues.
Updated 03/08/2024.
