Legal

Terms & Conditions

Elite Stays London Ltd · Last updated: 11 August 2026

About these Terms

These Terms and Conditions ("Terms") govern every booking made with Elite Stays London Ltd (company number 16491902, "we", "us", "our"), whether made through our website at elitestayslondon.co.uk, our direct booking website, by email, or by telephone. They apply to every guest named on a booking and to every person who stays at one of our properties.

By making a booking with us, or by making payment towards a booking, you confirm that you have read, understood and accept these Terms on behalf of yourself and every guest in your party, and that you are at least 18 years old.

These Terms should be read alongside our Privacy Policy, which explains how we handle your personal information.

Making a booking

A booking is only confirmed once we have received your payment (or, where applicable, your deposit) and issued a booking confirmation. Until that point, no contract exists between you and us, and we do not guarantee availability.

The person who makes the booking is the "Lead Guest" and is responsible for the accuracy of the information provided, for the conduct of every guest in the party, and for full payment of all sums due under the booking, including any deductions from the security deposit.

We may ask you, and any other guest staying at the property, to provide identity documentation before or on arrival, in accordance with our Privacy Policy. We may decline to check you in, without liability, if satisfactory identification is not provided or if the details provided do not match the booking.

Prices and payment

All prices are shown in pounds sterling (GBP) and, unless stated otherwise, include any VAT applicable at the time of booking. Prices may vary by date, length of stay and demand, and the price shown at the time you complete your booking is the price that applies to your stay.

Payments are processed securely by our payment provider through our booking platform. We do not receive or store your full card details.

Where a security deposit applies, we take a pre-authorisation on your payment card rather than a charge. This is described further in "Security deposit and damage" below.

If a payment is declined, reversed or charged back without a valid reason, we reserve the right to cancel the associated booking and to recover any sums properly due to us, including through debt recovery processes.

Cancellations, changes and no-shows

The cancellation policy that applies to your specific booking is shown to you at checkout, before you make payment, and forms part of your contract with us. Cancellation terms can vary by property, rate and length of stay, so please check the policy shown for your booking before you pay.

If you wish to change or cancel a booking, contact us as soon as possible using the details at the end of these Terms. We will do what we reasonably can to accommodate changes, subject to availability and to the cancellation policy that applies to your booking.

If you fail to arrive on your check-in date without notifying us ("no-show"), and you have not cancelled in accordance with the applicable cancellation policy, we treat this as a cancellation made on the day of arrival and no refund is due for the unused portion of your stay, unless we agree otherwise.

We reserve the right to cancel a confirmed booking in exceptional circumstances — for example, if the property becomes unavailable due to damage, safety concerns, or circumstances beyond our control. Where we cancel a booking through no fault of yours, we will offer you a full refund or, where possible and if you prefer, a comparable alternative property.

Check-in, check-out and your stay

Standard check-in is from 3:00pm and standard check-out is by 10:00am, unless otherwise agreed in writing. We will send you clear arrival instructions before your stay. Early check-in or late check-out may be available on request, subject to availability, and we may charge an additional fee.

The property must not be occupied by more guests than the maximum occupancy stated on the property listing at the time of booking. We reserve the right to refuse entry, end a stay, or charge an additional fee where this limit is exceeded.

Only the guests named on the booking may stay overnight at the property. Visitors are welcome during reasonable hours at our discretion, provided they do not affect other guests or neighbours and do not stay overnight unless agreed with us in advance.

Guest conduct and house rules

You agree to treat the property, its contents and neighbouring properties with care and respect, and to comply with any specific house rules provided for your property. In particular, and unless we have agreed otherwise with you in writing:

• parties, events and gatherings beyond the registered guests are not permitted;
• smoking (including vaping) is not permitted inside any property;
• pets are not permitted unless expressly agreed with us in advance;
• you must not cause excessive noise, nuisance or disturbance to neighbours, particularly between 10:00pm and 8:00am;
• you must not use the property for any unlawful purpose;
• you must not sublet, re-let or otherwise permit anyone outside your booking to occupy the property.

If we reasonably believe that you or a member of your party has seriously or persistently breached these Terms or the house rules, behaved in a way that puts the property, other guests, our staff or neighbours at risk, or used the property for an unlawful purpose, we may end your stay immediately and require you to leave. In these circumstances we are not obliged to refund any part of your booking, without prejudice to any other rights or remedies we may have.

Security deposit and damage

Where a security deposit applies to your booking, it is taken as a pre-authorisation on your payment card and is not charged to you unless a deduction is required. The pre-authorisation is normally released within a reasonable period after check-out, subject to the standard processing times of your card issuer, once we have confirmed there is no damage, loss, missing items or breach of these Terms.

We may make a deduction from the security deposit, or otherwise charge you, for the reasonable cost of repairing or replacing damaged or missing items, additional cleaning beyond normal wear and tear, and any other reasonable losses we incur as a direct result of a breach of these Terms by you or your party. We will provide reasonable evidence of any deduction on request.

Normal wear and tear is not deducted from your security deposit.

The nature of your booking

Our properties are offered as short-stay, self-contained serviced accommodation for holiday, business, relocation or similar temporary purposes. A booking with us grants you a personal licence to occupy the property for the agreed dates only, for the stated purpose. It does not create a tenancy, a lease, an assured shorthold tenancy, or any other estate or interest in the property, and no security of tenure or statutory tenancy rights arise from a booking, however long the stay.

We, or a person authorised by us, retain the right to access the property during your stay where reasonably necessary — for example, for cleaning, maintenance, safety inspections or in an emergency — and we will give reasonable notice where circumstances allow.

At the end of your booking period, you agree to vacate the property by the stated check-out time. If you remain in the property after your booking has ended without our agreement, we may treat this as a trespass and take reasonable steps, including with the assistance of the police where appropriate, to recover possession, and you may be liable for our reasonable costs in doing so.

Our liability

We provide our properties and services with reasonable care and skill. We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable, or that arises from circumstances outside our reasonable control.

Subject to the paragraph below, we are not liable for indirect or consequential loss, for loss of income, business or opportunity, or for loss of or damage to your personal belongings while at the property, except to the extent caused by our negligence.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

Your responsibility and indemnity

You are responsible for your own conduct and the conduct of every guest in your party during your stay. You agree to reimburse us for any loss, damage, cost or claim (including reasonable legal costs) that we suffer as a direct result of a breach of these Terms, negligence, or unlawful conduct by you or a member of your party, including damage to the property, claims made by neighbours or third parties, and any penalty or fine imposed on us as a result.

Insurance

We recommend that you take out appropriate travel and personal belongings insurance for your stay. We are not responsible for loss, theft or damage to your personal belongings while at the property, except where caused by our negligence.

Bookings made through third-party platforms

Where you book a stay with us through a third-party platform such as Airbnb or Booking.com, that platform's own terms and conditions also apply to your booking, and in the event of a conflict between those terms and these Terms in relation to matters the platform controls (such as payment processing and cancellation refunds administered by the platform), the platform's terms will take precedence for that specific matter. In all other respects, including your conduct during your stay and your responsibilities to us and to the property, these Terms apply to your stay.

Complaints and disputes

If something goes wrong, please tell us as soon as possible, ideally during your stay, so that we have a fair opportunity to put it right. You can contact us using the details at the end of these Terms.

If we are unable to resolve a complaint directly and you remain unhappy, you may be entitled to refer the matter to an independent alternative dispute resolution provider or, ultimately, to the courts, as set out below.

Events outside our control

We are not liable for any failure or delay in performing our obligations to you where this is caused by events outside our reasonable control, including but not limited to fire, flood, extreme weather, pandemic, strikes, government action, utility failure, or damage to the property that makes it unsafe or unfit for occupation. Where such an event prevents us from providing your booked stay, we will contact you as soon as reasonably possible and offer a full refund or, where possible, a comparable alternative.

Changes to these Terms

We may update these Terms from time to time, including to reflect changes in our services or in the law. The Terms that applied at the time you made a confirmed booking will govern that booking. Where we make significant changes, we will update the "Last updated" date at the top of this page.

Governing law and jurisdiction

These Terms, and any dispute arising out of or in connection with them or your booking, are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to settle any such dispute, save that if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.

How to contact us

If you have any questions about these Terms or a booking, please get in touch.