Mr & Mrs Property Ltd | Company No. 14755141
Registered in England and Wales
Effective Date: 11 May 2026 | Version 1.0
BOOK THROUGH OUR SITE AND SAVE 18%
BOOK THROUGH OUR SITE AND SAVE 18%
Mr & Mrs Property Ltd | Company No. 14755141
Registered in England and Wales
Effective Date: 11 May 2026 | Version 1.0
These Terms and Conditions of Hire constitute a legally binding contract between Mr & Mrs Property Ltd (trading as The Good Stay Co) — referred to throughout as “we”, “us”, or “our” — and the person making the booking and all adult occupants staying in any of our properties, referred to as “you”, “your”, “client”, or “guest”. By making a booking or occupying one of our properties you agree to be bound by these terms.
Where a booking is made by a third party on your behalf — including an insurance company, a corporate employer, a relocation agent, a hospital, clinic, or any other organisation — both the booking party and the occupying guest are bound by these terms. Specific additional provisions applying to insurance-placed guests, corporate-placed guests, and medical stays are set out in Sections 20, 21, and 22 respectively.
1.1 Your occupation of our property does not confer exclusive possession and does not create a landlord and tenant relationship. This is a short-term licence to occupy. You are not entitled to any rights under the Rent Act 1977, the Housing Act 1988, or any other statutory tenancy legislation.
1.2 Our rates are subject to change without notice unless a reservation has already been confirmed. Once confirmed, the price will not change unless the conditions of the booking change (for example, a change of property, dates, or guest numbers).
1.3 VAT is charged where applicable.
1.4 These Terms apply to any reservation made, now or in the future, in any property managed by The Good Stay Co.
2.1 We permit you to occupy the property for the agreed hire period only, subject to these Terms. Occupation is permitted only by the persons named in the booking. The actions and omissions of any visitor to the property are your responsibility.
2.2 The lead booker must be 18 years of age or over.
2.3 Valid photo ID must be provided for the lead guest prior to check-in. Accepted forms: valid passport or UK driving licence. For non-UK nationals, we are required by law to hold passport details (number and place of issue) under the Immigration (Hotel Records) Order 1972. We reserve the right to refuse entry and cancel the reservation if ID is not provided. ID is not required for guests under 18.
2.4 We reserve the right to decline any booking for any reason. A booking is accepted only when all required documentation has been received.
2.5 Unless otherwise agreed in writing:
Additional charges for timing variations:
Late check-out (until 12pm latest, subject to availability, must be pre-agreed) — £25 per hour
Early check-in (from 2pm earliest, subject to availability, must be pre-agreed) — £25 per hour
Overstay beyond standard check-out (10+ minutes) — £50 flat fee
2.6 If you wish to extend your stay, we will make all reasonable efforts to accommodate this subject to availability. Extensions cannot be guaranteed.
2.7 The maximum permitted occupancy must not be exceeded. We reserve the right to charge for additional guests or require excess occupants to vacate the property.
2.8 Up to five daytime visitors (not staying overnight) are permitted until midnight. Visitors present after midnight are deemed overnight guests and subject to additional charges. Groups of six or more visitors must be approved in advance.
2.9 The guest must not use the property address to register to vote, obtain credit, or register a business.
2.10 The guest must not sublet, assign, or share occupation of the property with any person not named in the booking.
2.11 Pets are not permitted. Unauthorised pets will result in immediate termination of the stay with no refund, plus a specialist cleaning charge of £250–£500.
2.12 Parties and gatherings beyond the named guest group are strictly prohibited. Any breach will result in immediate eviction with no refund and a charge of £1,000.
2.13 The property must not be used for illegal activities of any kind. Breaches will result in immediate eviction, forfeiture of all monies paid, and a security call-out charge of £1,000.
2.14 We accept no responsibility for personal belongings left in the property after check-out. Any food left behind will be disposed of.
3.1 The following terms apply to direct bookings only. They do not apply to bookings made via Airbnb, VRBO, or other third-party platforms, which are governed by those platforms’ own payment terms.
3.2 Full payment must be received at least 30 days before the arrival date.
3.3 If full payment is not received 14 days before arrival, we reserve the right to cancel the reservation and forfeit any deposit paid. If a booking is made where arrival is within 14 days or less, payment is to be made immediately to secure the booking.
3.4 Late payments will accrue interest at 4% above the Bank of England base rate (for consumers) or in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 (for businesses), accruing daily from the due date.
3.5 The property must be left in a reasonable condition on departure. Additional cleaning charges will apply at our discretion if the property requires excessive cleaning beyond normal use.
3.6 Smoking (including e-cigarettes and vaping) is not permitted inside any of our properties. Smoking is only permitted in designated outdoor areas where available, provided no smoke enters the property. Evidence of indoor smoking will result in a minimum specialist cleaning charge of £250, and guests may be asked to vacate immediately with no refund.
3.7 No daily housekeeping is included. Linen and towels are provided. Mid-stay cleaning can be arranged at an additional charge. Towels and linen must not be removed from the property.
3.8 Use, possession, or sale of illegal substances on the premises will result in immediate eviction, forfeiture of all monies, a minimum charge of £500 for responsible removal and specialist cleaning, and referral to the police.
3.9 Bookings obtained under false pretences will be subject to forfeiture of all payments and refusal of entry.
4.1 You must inspect the property on check-in. Unless we hear from you within three hours of check-in, we will assume you have accepted the property as being in good repair and condition.
4.2 Risk of damage passes to you on check-in and remains with you until check-out. You are liable for all loss or damage (except fair wear and tear) caused during your stay, including damage, missing items, cleaning costs, maintenance costs, and any loss of rental income arising from such damage.
4.3 A security pre-authorisation or deposit of £500–£600 (depending on the property) may be taken at or before check-in. This will be released in full upon satisfactory departure. Where damage or loss is identified, we will retain some or all of the deposit to cover costs.
4.4 Security deposits are not required for bookings made via Airbnb, which are covered by Airbnb’s AirCover host protection.
5.1 Additional charges may include those specified in the booking confirmation and any listed within these Terms.
5.2 By proceeding with a booking, you authorise us to charge additional amounts to the card used for the original booking, up to the pre-authorised amount. Amounts exceeding the pre-authorised limit will be invoiced separately.
5.3 Invoices for additional charges not paid within 7 days will attract an administration fee of £50.
Summary of standard additional charges:
Late check-out (pre-agreed, until 12pm latest) — £25/hour
Early check-in (pre-agreed, from 2pm) — £25/hour
Overstay charge — £50
Lost keys — £150
Lock-out charge — £75
Lock-out with locksmith — Locksmith cost + £25 admin
Lost apartment fob — £150
Lost parking permit / fob — £150
Unauthorised pets (specialist clean) — £250–£500
Unauthorised party / noise complaint — £1,000
Illegal activity / security call-out — £1,000
Indoor smoking / specialist cleaning — From £250
Illegal substances — removal and cleaning — From £500
Maintenance call-out (guest misuse) — £150
Additional cleaning on departure (if required) — At cost
Admin fee for unpaid invoice (after 7 days) — £50
6.1 In the unlikely event we need to cancel or materially alter your booking, we will contact you as soon as possible and offer alternatives where available. If alternatives are unacceptable, we will refund all monies paid within 14 days.
6.2 We are not liable for cancellations or changes caused by events beyond our reasonable control, including but not limited to: acts of terrorism, industrial disputes, infectious disease, natural disasters, government policy, fire, or severe weather.
7.1 Requests to alter a direct booking will be accommodated where possible, subject to availability.
7.2 Direct booking cancellation policy:
7.3 For bookings made through third-party platforms (Airbnb, VRBO, etc.), the cancellation policy of that platform applies.
8.1 We shall have no liability for death or personal injury unless it results from our own negligence or wrongful act.
8.2 Guests using personal electrical appliances must use the correct UK adaptors. Non-UK plugs without adaptors are a fire risk. All heated appliances must be turned off before leaving the property.
8.3 We accept no liability for loss or damage to your personal property unless caused by our negligence.
8.4 Vehicles are parked at the owner’s risk. Ensure cars are locked and valuables are out of sight.
8.5 Items left in the property after check-out will be retained for up to one week and can be forwarded at the guest’s expense.
8.6 We are not responsible for interruptions to utilities (gas, electricity, water) or for noise or disturbance caused by maintenance to the building or nearby properties, except where there is a total failure to provide usable accommodation.
8.7 Our total liability to you in all circumstances is limited to the total cost of your reservation. We exclude liability for unforeseeable loss, loss of profit, or consequential loss to the extent permitted by law.
8.8 Photographs and descriptions of our properties are for illustration purposes only. We endeavour to keep them accurate but do not warrant their completeness.
8.9 Nothing in these Terms excludes liability for fraud or limits your statutory rights.
9.1 One set of keys will be issued at check-in. Lost keys must be reported immediately. Replacement costs will apply (see Section 5).
9.2 Lock-outs requiring our assistance will incur an administration charge.
9.3 We retain keys to the property and may access it at reasonable times for essential maintenance, inspection, or in an emergency. We will make reasonable efforts to give advance notice.
9.4 On check-out, keys must be returned to the agreed collection point and the property must be left locked with all windows closed.
10.1 Wireless internet is provided as a courtesy and is not a guaranteed contractual service. We are not liable for connectivity issues or data security. Guests are responsible for protecting their own devices.
11.1 If a guest reports a fault and inspection confirms the equipment was functioning correctly but was not being used as instructed, a maintenance call-out charge of £150 will apply.
12.1 By accepting these Terms, guests confirm they will:
12.2 You indemnify us against all claims, costs, and expenses arising from your use or misuse of the property, except where caused by our own negligence.
13.1 We may terminate this agreement with immediate effect if:
13.2 We may also terminate at any time on reasonable written notice.
13.3 On termination, you must return all keys and vacate the property immediately.
14.1 Guests must keep the property free of hazardous objects and substances and must not leave it in a condition that is unsafe for our housekeeping team, staff, contractors, or future guests. Failure to comply may be treated as a breach of contract.
15.1 We collect and process personal data in accordance with the UK GDPR and the Data Protection Act 2018. Data is collected solely for operational and legal purposes associated with your stay.
15.2 We do not share your data with third parties except where required to fulfil your booking or comply with legal obligations.
15.3 You have the right to access, correct, or request deletion of your data. Requests should be directed to: contact@thegoodstayco.co.uk
16.1 All complaints must be raised with us as soon as possible during your stay so that we can address them promptly.
16.2 If unresolved, complaints should be submitted in writing within 14 days of check-out. We will respond within 14 days.
16.3 You may also raise complaints through the booking platform used to make your reservation.
17.1 This agreement is governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
18.1 If any provision of these Terms is found to be invalid, illegal, or unenforceable, it will be modified to the minimum extent necessary to make it valid. If that is not possible, it will be removed. The remainder of the agreement will continue in full force.
“We” / “Us” / “Our” Mr & Mrs Property Ltd, trading as The Good Stay Co.
“Guest” / “You” Any adult authorised to occupy the property, including those placed by a third party.
“Client” The person or organisation that made the booking.
“Property” Any accommodation managed by The Good Stay Co.
“Booking” A confirmed reservation for a property under these Terms.
“Additional Charge” Any fee payable beyond the agreed accommodation rate, as listed in these Terms or the booking confirmation.
“Inclusive Services” WiFi, linen, towels, utilities (electricity, gas, water), and council tax, unless otherwise stated in the booking.
This section applies where a guest is placed in our property by an insurance company, loss adjuster, or third-party claims management company as part of an insurance claim for alternative accommodation (“Insurance Placement”).
20.1.1 The insurance company, loss adjuster, or claims handler placing the guest is the “Booking Party” and accepts these Terms on behalf of the occupying guest.
20.1.2 The Booking Party confirms it has the authority to enter into this agreement on behalf of the guest and that the guest has been informed of and agrees to these Terms.
20.1.3 Written confirmation from the Booking Party is required before check-in is authorised. This may be provided by email and must confirm the guest name, dates, agreed rate, billing details, and acceptance of these Terms. A purchase order number or authorisation reference must be provided where required by the Booking Party’s internal processes.
20.2.1 Invoices will be raised to the Booking Party. Payment terms are net 14 days from invoice date unless otherwise agreed in writing.
20.2.2 The Booking Party is jointly and severally liable for all charges incurred under these Terms, including additional charges arising from damage, breach, or overstay.
20.2.3 Rates are confirmed at the time of booking and subject to a weekly or monthly extension surcharge if the stay is extended beyond the originally confirmed period, unless a new written agreement is reached.
20.3.1 Extensions to the placement must be confirmed in writing by the Booking Party at least 48 hours before the agreed check-out date. We cannot guarantee availability for extensions not confirmed within this window.
20.3.2 Early termination of a placement by the Booking Party with less than 7 days’ written notice may incur a cancellation charge equal to 7 days’ accommodation at the agreed nightly rate.
20.4.1 All guest conduct obligations set out in Sections 2 and 12 apply in full to insurance-placed guests.
20.4.2 The Booking Party accepts liability for any damage, loss, or additional charges caused by the occupying guest during the placement.
20.4.3 Where damage is identified, we will notify the Booking Party in writing within 5 business days of check-out. The Booking Party must settle any such charges within 14 days of notification.
20.5.1 Where the Booking Party has confirmed the occupying guest’s identity as part of their own verification process, this may be accepted in lieu of direct ID submission. We reserve the right to request additional ID documentation at check-in where required for legal compliance under the Immigration (Hotel Records) Order 1972.
20.6.1 We recognise that insurance-placed guests may be in a period of distress following a loss or displacement event. Our team will handle all communications with sensitivity. Any specific welfare needs or accessibility requirements must be communicated to us in advance so we can ensure the property is appropriate.
This section applies where a company, relocation agent, HR department, or employer places an employee or contractor in our property for business-related purposes (“Corporate Placement”).
21.1.1 Companies wishing to establish an ongoing account with The Good Stay Co must provide company registration details, a designated billing contact, and an authorised signatory for booking approvals.
21.1.2 For high-volume or repeat corporate clients, a separate written agreement may be entered into. Until such time, these Terms govern all placements.
21.2.1 The employing company or relocation agent placing the employee is the “Corporate Client” and accepts these Terms on their behalf.
21.2.2 The Corporate Client confirms it has authority to book accommodation on behalf of the employee and that the employee has been informed of and agrees to these Terms.
21.3.1 Invoices are raised to the Corporate Client on a weekly or monthly basis as agreed. Standard payment terms are net 14 days from invoice date.
21.3.2 The Corporate Client is jointly and severally liable for all charges arising during the placement, including any damage or additional charges caused by the occupying employee.
21.3.3 Volume discounts may be available for confirmed multi-property or extended-term placements. These must be agreed in writing prior to the booking being confirmed.
21.4.1 The property is made available for residential accommodation purposes only. The employee must not use the property as a registered business address, conduct client meetings on the premises, or permit non-disclosed third parties to occupy the property.
21.4.2 Where the Corporate Client requires the property to serve as a hybrid workspace for the employee, this must be agreed in writing in advance and may be subject to an additional surcharge.
21.5.1 Extensions must be requested in writing by the Corporate Client at least 5 business days before the agreed check-out date. We cannot guarantee availability beyond this point.
21.5.2 Early termination by the Corporate Client with less than 7 days’ notice may incur a cancellation fee of up to 7 nights’ accommodation at the agreed nightly rate.
21.5.3 Rolling corporate placements will be subject to periodic rate reviews, with any rate changes communicated in writing with at least 30 days’ notice.
21.6.1 All guest conduct obligations in Sections 2 and 12 apply to the occupying employee. The Corporate Client accepts responsibility for ensuring the employee is aware of and complies with these obligations.
21.6.2 Breach of these Terms by the employee may result in termination of the placement. The Corporate Client will remain liable for all charges incurred up to and including the date of termination.
21.7.1 Any damage identified during or after a corporate placement will be reported to the Corporate Client’s designated contact within 5 business days. Charges will be invoiced directly to the Corporate Client and are payable within 14 days.
21.7.2 The Corporate Client may request a property condition report at check-in and check-out. This must be requested at the time of booking.
21.8.1 We treat all corporate booking details and employee information as confidential and will not disclose this to any third party except where required by law or necessary to fulfil the booking.
This section applies where a guest is staying at one of our properties in connection with medical treatment, surgery, rehabilitation, or ongoing clinical care — whether the guest is the patient themselves, a family member, or a carer accompanying a patient (“Medical Stay”). Medical Stays may be booked directly by the guest, by a family member, or by a hospital, clinic, or healthcare provider on the patient’s behalf.
22.1.1 Medical Stays are available to patients attending NHS or private hospitals, clinics, or specialist treatment centres, as well as to family members and carers accompanying them.
22.1.2 Where a Medical Stay is arranged by a hospital, clinic, or healthcare provider, that organisation is the “Booking Party” and accepts these Terms on behalf of the occupying guest. The provisions of Section 20.1 apply to such arrangements with references to “insurance placement” replaced by “medical placement” as appropriate.
22.1.3 Where a Medical Stay is booked directly by the patient or family, the standard booking process applies. Written confirmation of the medical purpose of the stay is not required but assists us in providing appropriate support.
22.2.1 The standard cancellation policy set out in Section 7 applies to all Medical Stays. Where a Medical Stay is booked via Airbnb or another third-party platform, the cancellation policy of that platform applies.
22.3.1 We understand that treatment and recovery timelines may extend beyond the originally anticipated period. We will make every effort to accommodate extension requests for Medical Stays, subject to availability.
22.3.2 Extension requests should be made as early as possible. Where a guest needs to extend at short notice due to medical circumstances, we will not apply the standard extension surcharge unless a rate change is required due to a change in booking conditions.
22.4.1 We do not provide medical equipment, clinical supplies, or medication. Guests are responsible for arranging all medical provisions required during their stay.
22.4.2 Any medical equipment brought into the property must be used safely and in accordance with the manufacturer’s instructions. We accept no liability for harm arising from the use of personal medical equipment on the premises.
22.4.3 Guests must not store clinical waste, sharps, or controlled medications in a manner that poses a risk to our team or future guests. Any clinical waste must be disposed of via appropriate channels and must not be left in the property’s general waste.
22.5.1 We are committed to treating all Medical Stay guests with the highest degree of care, discretion, and sensitivity. Our team will not ask for details of a guest’s medical condition beyond what is necessary to confirm the property is suitable for their needs.
22.5.2 Any accessibility requirements, mobility limitations, or specific needs must be communicated to us prior to booking confirmation so we can assess suitability. We will not accept a Medical Stay booking where we have reason to believe the property is not appropriate for the guest’s needs.
22.5.3 In the event of a medical emergency at the property, guests or accompanying family members should contact emergency services (999) immediately. Our team should then be notified as soon as practicable.
22.6.1 For all Medical Stays, we request that a next of kin or emergency contact name and telephone number be provided at the time of booking. This information will be held securely and used only in the event of an emergency.
22.7.1 Where a Medical Stay is arranged and funded by a hospital, clinic, NHS trust, or private healthcare provider, invoices will be raised to that organisation. Payment terms are net 14 days from invoice date unless otherwise agreed in writing.
22.7.2 The Booking Party is responsible for all charges arising during the stay, including any additional charges caused by the occupying guest, and must settle damage or additional charge invoices within 14 days of notification.
22.8.1 We recognise that information relating to the purpose of a Medical Stay may constitute sensitive personal data. Any such information shared with us will be treated with the highest level of confidentiality, processed only for the purpose of facilitating the booking, and will not be disclosed to any third party except where required by law.
22.8.2 Medical guests have the same data rights as all guests under Section 15 of these Terms.
By completing a booking through our website, confirming a reservation by email, or making payment, the client and all occupying guests confirm they have read, understood, and agreed to these Terms and Conditions of Hire in full.
Mr & Mrs Property Ltd | Trading as The Good Stay Co
contact@thegoodstayco.co.uk | thegoodstayco.co.uk