Booking Terms & Conditions

Last updated: 5 September 2026

1. About Us

Suburban Stays is a trading name of Suburban Property Services Ltd.

Legal entity: Suburban Property Services Ltd
Trading as: Suburban Stays
Company number: 17032754
Registered office: 376 London Road, Hadleigh, Benfleet, Essex, England, SS7 2DA
Telephone: 01708 837210
Email: [email protected]

In these Terms & Conditions, references to “Suburban Stays”, “we”, “us” or “our” mean Suburban Property Services Ltd trading as Suburban Stays.

References to “you”, “your”, “guest” or “lead guest” mean the person making the booking and, where appropriate, the people included in that booking.

2. Application of These Terms

These Terms apply to accommodation provided, operated or managed under the Suburban Stays brand.

They apply to bookings made:

directly through the Suburban Stays website;
through our Uplisting direct-booking system;
following an enquiry made directly to us;
through Google Vacation Rentals where the booking is completed directly with us; and
through an online travel agent or booking platform where these Terms have been properly incorporated into the booking.

Your booking confirmation, property listing, rate conditions, cancellation policy, house rules and any additional conditions clearly disclosed before booking also form part of your booking contract.

3. Bookings Made Through Online Travel Agents

We may advertise accommodation through third-party booking platforms including:

Airbnb;
Booking.com;
Vrbo;
Google Vacation Rentals;
Agoda; and
other accommodation distribution partners.

Where you make a booking through an online travel agent or booking platform, you will also be subject to that platform’s applicable terms, policies and booking conditions.

If these Terms conflict with a mandatory rule, cancellation policy, payment requirement, refund policy or other requirement imposed by the platform through which the reservation was made, the applicable platform requirement will take priority for that reservation.

Nothing in these Terms requires an OTA guest to make a payment outside the platform where doing so would conflict with the platform’s rules.

Any additional agreement, identification requirement, security-deposit requirement or house rule applicable to an OTA booking will only apply where it has been appropriately disclosed and is permitted by the relevant booking platform.

4. Making a Direct Booking

A direct booking is not confirmed until:

the booking information has been submitted;
any payment due at the time of booking has been successfully processed;
any booking requirements shown during checkout have been satisfied or accepted; and
we or our booking system have issued a booking confirmation.

Submitting an enquiry does not reserve accommodation.

Availability shown online is subject to confirmation until the booking is successfully completed.

5. Lead Guest and Booking Responsibility

The lead guest must normally be at least 18 years old unless a higher minimum age is clearly stated for the relevant property or booking channel.

By making a booking, the lead guest confirms that:

the information supplied is accurate;
they are authorised to make the booking;
they accept these Terms on behalf of themselves;
they will make all accompanying guests aware of the applicable house rules and booking conditions; and
they accept responsibility for the conduct of guests and visitors included in or permitted under the booking.

6. Prices

The price payable will be the price displayed and accepted during the booking process or otherwise confirmed by us in writing.

Prices may vary according to:

property;
dates;
length of stay;
number of guests;
booking channel;
rate type;
demand;
promotions; and
other booking conditions.

A price change made after a booking has been validly confirmed will not normally affect that confirmed booking unless the booking is subsequently amended by agreement.

If an obvious pricing or technical error has occurred, we will contact you as soon as reasonably practicable. We will not knowingly seek to enforce a price where it is clear that a genuine and material error has occurred.

7. Payments

Direct-booking payments may be processed through Stripe or another payment provider integrated with our booking system.

The amount payable at the time of booking and any future payment dates will be shown during the booking process or in your booking confirmation.

Depending on the booking, we may require:

full payment at the time of booking;
a deposit or initial payment followed by a balance payment; or
another payment schedule clearly disclosed before confirmation.

You are responsible for ensuring that valid payment details are available for amounts properly due under the booking.

8. Failure to Pay

If a payment due under the agreed booking schedule is not successfully received, we may contact you and provide a reasonable opportunity to resolve the payment issue where circumstances permit.

If payment remains outstanding, we may cancel the booking where permitted by law and the applicable booking conditions.

Any cancellation charge or retained payment will remain subject to applicable consumer law and any relevant OTA rules.

9. Cancellation by the Guest

The cancellation policy applicable to your booking will be displayed during the booking process, in the property listing, in your booking confirmation or through the relevant OTA.

Cancellation policies may vary according to:

the property;
the booking channel;
the rate selected;
the dates of stay; and
special promotional or non-refundable rates.

You should review the applicable cancellation policy before confirming your booking.

If you wish to cancel a direct booking, you should notify us as soon as possible using the contact details supplied in your booking confirmation or through the cancellation facility provided by our booking system.

If you booked through an OTA, the cancellation should normally be made through that platform.

10. Cancellation Charges and Refunds

Any cancellation charge or amount retained following cancellation will be applied in accordance with:

the cancellation policy applicable to the booking;
applicable consumer law;
our reasonable losses arising from the cancellation; and
any relevant OTA rules.

Where applicable, reasonable steps will be taken to reduce avoidable losses, including making cancelled accommodation available for rebooking.

Where consumer law requires a refund or adjustment because accommodation has been successfully resold or our actual loss is lower than an amount previously retained, we will deal with the cancellation fairly and in accordance with our legal obligations.

11. No General 14-Day Cooling-Off Period for Dated Accommodation

Accommodation bookings made for a specific date or specific period do not generally benefit from the standard 14-day cancellation right that applies to many other distance contracts.

Your cancellation rights are therefore normally determined by the cancellation policy applying to your reservation, together with your statutory consumer rights.

Nothing in these Terms removes any cancellation or refund right that you have under applicable law or an OTA policy.

12. Non-Refundable Rates

Some bookings may be offered at a reduced price on a non-refundable or more restrictive basis.

Where such a rate is offered, its conditions will be displayed before the booking is confirmed.

A description such as “non-refundable” does not remove any statutory rights you may have where we fail to provide the contracted service or where retaining the entire payment would otherwise be unlawful.

13. Changes to a Booking

Requests to change:

dates;
property;
guest numbers;
length of stay; or
other material booking details

are subject to availability and acceptance by us or the relevant booking platform.

A change may result in a different price.

Any price difference or additional charge will be communicated before an agreed change is confirmed.

14. Cancellation or Material Change by Us

We will make reasonable efforts to provide the accommodation you have booked.

Occasionally circumstances may arise that make the booked accommodation unavailable or unsuitable, for example:

serious damage;
flooding;
fire;
major utility failure;
significant safety issues;
legal or licensing restrictions;
emergency repairs; or
other circumstances preventing safe or lawful occupation.

If we cannot provide the booked accommodation, we will notify you as soon as reasonably practicable.

Where appropriate and reasonably possible, we may offer suitable alternative accommodation.

If no acceptable alternative can reasonably be provided, we will refund sums paid to us for accommodation we are unable to provide, subject to any additional rights you may have under applicable law or the booking platform’s policies.

15. Check-In and Check-Out

Your check-in and check-out times will be stated in your booking information or arrival instructions.

You must not enter the property before the authorised check-in time unless an early check-in has been agreed.

You must leave the property by the stated check-out time unless a later departure has been agreed.

Early check-in or late check-out may be available by prior agreement and may be subject to an additional charge where this is clearly disclosed and agreed.

16. Guest Verification

Where reasonably necessary and appropriately disclosed, we may require the lead guest to complete identity or booking verification.

This may be used to:

confirm guest identity;
reduce fraud;
protect our accommodation;
meet insurance requirements;
satisfy lawful booking requirements; or
support safe property management.

Verification requirements for OTA bookings will only apply where permitted by the relevant platform and appropriately disclosed before booking.

Further information about how identity information is processed is available in our Privacy Notice.

17. Guest Agreement

For some bookings, you may be required to accept or sign a guest or rental agreement containing the house rules and booking conditions applicable to the property.

Any such requirement will be disclosed before booking where required by law or the relevant booking platform.

A supplemental guest agreement will not override your statutory consumer rights or mandatory policies applying to an OTA reservation.

18. Security Deposits

A refundable security deposit, card pre-authorisation or other security arrangement may apply to certain direct bookings where clearly disclosed before booking.

The amount and method will be communicated during the booking process.

A security deposit may be used towards reasonable and evidenced costs resulting from:

damage beyond reasonable wear and tear;
missing property;
lost keys or access devices;
additional cleaning required because the property has been left in an unreasonable condition;
unauthorised smoking;
unauthorised pets where this causes loss or additional costs;
serious breach of the house rules causing measurable loss; or
other reasonable loss caused by the guest or members of their party.

We will not make arbitrary deductions.

Any deduction will be based on reasonable costs or losses and, where appropriate, supported by evidence.

For bookings made through an OTA, security deposits and damage claims will be handled in accordance with the relevant platform rules.

19. Damage

You should notify us promptly if damage occurs during your stay.

Guests are not normally responsible for ordinary wear and tear.

However, the lead guest may be responsible, subject to applicable law, for reasonable costs arising from damage caused deliberately, negligently or through a material breach of these Terms by the lead guest, accompanying guests or authorised visitors.

20. Maximum Occupancy

The number of overnight guests must not exceed the maximum occupancy stated for the property or the number permitted under the confirmed booking, whichever is lower.

Additional guests must not stay overnight without prior agreement.

Maximum occupancy limits may reflect:

fire safety requirements;
insurance conditions;
licensing requirements;
property capacity; and
local regulations.

21. Visitors

Reasonable daytime visitors may be permitted where this does not breach the property-specific house rules, maximum occupancy requirements, licensing conditions or booking-platform rules.

The lead guest remains responsible for the conduct of permitted visitors while they are at the property.

22. Parties, Events and Nuisance

Unless expressly agreed in writing, our properties must not be used for:

parties;
large gatherings;
events;
commercial entertainment;
unauthorised meetings; or
activities likely to cause unreasonable disturbance.

Guests must behave reasonably and must not cause excessive noise, nuisance, harassment or disturbance to neighbours or other occupants.

Property-specific quiet hours, where applicable, must be observed.

23. Noise Monitoring

Some properties may use privacy-conscious environmental monitoring equipment such as Minut.

Where used, such equipment may measure environmental information including noise levels in order to help prevent nuisance and protect the property and neighbouring residents.

Noise-monitoring devices are not used by us to record or listen to private guest conversations.

Any monitoring equipment will be disclosed where required by law and applicable booking-platform rules.

24. Smoking and Vaping

Unless expressly stated otherwise, smoking is not permitted inside Suburban Stays accommodation.

This includes smoking tobacco or other substances.

Vaping may also be prohibited indoors where stated in the property house rules.

Guests may be responsible for reasonable additional cleaning, deodorising or repair costs caused by a breach of this rule.

25. Pets

Pets are only permitted where the relevant property is advertised as pet-friendly or where prior written permission has been given.

Where pets are permitted, property-specific conditions may apply.

Nothing in this section is intended to unlawfully restrict the use of assistance dogs or other legally protected assistance animals.

26. Illegal or Dangerous Activity

Accommodation must not be used for:

illegal activity;
criminal activity;
dangerous activity;
the storage of unlawful substances;
the storage of prohibited weapons; or
any purpose that could reasonably place people, property or neighbours at serious risk.

27. Fire and Safety Requirements

Guests must not:

tamper with smoke alarms;
tamper with carbon-monoxide alarms;
disable fire-safety equipment;
obstruct designated escape routes;
interfere with fire doors or safety signage; or
use equipment in a manner that creates an unreasonable fire risk.

Guests should familiarise themselves with the property’s emergency information and escape arrangements following arrival.

28. Keys, Lockboxes and Access Codes

Keys, lockbox codes, smart-lock codes and other access credentials must be kept secure.

They must not be shared publicly or with unauthorised people.

If a key or access device is lost or compromised, you should contact us promptly.

You may be responsible for reasonable costs directly arising from loss, replacement or necessary security changes caused by the loss.

29. Property Condition and Reporting Problems

We ask guests to report significant problems, damage, faults or safety concerns as soon as reasonably possible after discovering them.

This gives us an opportunity to investigate and, where possible, resolve the issue during the stay.

Reporting a problem does not affect any statutory right you may have.

30. Repairs and Access During Your Stay

We respect guest privacy.

We will not normally enter occupied accommodation without a reasonable reason.

However, we or an authorised representative may need to enter where reasonably necessary for:

an emergency;
urgent repairs;
health and safety;
investigation of a serious property issue;
prevention of significant damage;
compliance with law; or
another legitimate and reasonable operational requirement.

Where circumstances permit, reasonable notice will be given before entry.

31. Cleaning

Accommodation will be prepared before check-in in accordance with our normal cleaning procedures.

Guests are not expected to carry out professional cleaning before departure.

However, the property should be left in a reasonably tidy condition.

We may seek reasonable additional cleaning costs where substantially more work than normal turnover cleaning is required as a direct result of guest conduct.

32. Rubbish and Waste

Guests should follow any waste, recycling and refuse instructions provided for the property.

Waste must not be deliberately left in a manner that creates a health, safety or pest problem.

33. Utilities, Wi-Fi and Third-Party Services

Where advertised, we aim to provide services such as:

electricity;
heating;
hot water;
Wi-Fi;
television;
streaming facilities; and
other listed amenities.

Occasional disruption may occur because of faults or failures outside our reasonable control.

If a significant service fails, please notify us promptly so that we can take reasonable steps to investigate or remedy the issue.

Nothing in these Terms excludes your statutory rights where the accommodation or service is not provided with reasonable care and skill or does not materially match what was agreed.

34. Streaming Services and Guest Accounts

Where televisions or streaming devices are provided, availability of individual streaming services may depend on the service provider.

Guests are responsible for logging out of any personal accounts they choose to use unless the device provides a dedicated guest mode that automatically removes account details.

35. Personal Belongings

Guests are responsible for taking reasonable care of their personal belongings.

We are not responsible for loss or damage that was not caused by our breach of contract, negligence or other legal responsibility.

You should contact us promptly if you believe you have left an item behind.

36. Lost Property

We will make reasonable efforts to identify and retain items found following a stay.

Guests may be asked to pay reasonable postage, courier or packaging costs for the return of lost property.

Items that remain unclaimed may eventually be disposed of or donated after a reasonable period, subject to the nature and value of the item.

37. Children

Children must be appropriately supervised by a responsible adult.

The lead guest is responsible for assessing whether the accommodation is suitable for children included in the booking.

38. Accessibility and Additional Requirements

If you have accessibility, mobility or other particular requirements that are important to your stay, please contact us before booking where possible.

We will provide information reasonably available to us about the property’s features and will not knowingly misrepresent accessibility.

We cannot guarantee that a property will meet a specific individual requirement unless that requirement has been discussed and expressly confirmed.

39. Commercial Use

The accommodation is intended for temporary accommodation purposes.

Unless expressly agreed, guests must not use a property for:

retail trading;
ticketed events;
commercial filming;
professional photography;
large-scale business activities; or
another purpose materially different from normal residential-style accommodation.

Normal remote working or business travel does not by itself breach this provision.

40. Temporary Accommodation and No Tenancy

A booking provides temporary permission to occupy the accommodation for the agreed period and purpose.

It does not create ownership rights in the property.

Where legally applicable, the arrangement is intended to be a temporary licence to occupy rather than a residential tenancy.

Nothing in these Terms is intended to misclassify an arrangement or override rights that arise automatically under applicable law.

41. Staying Beyond Check-Out

You must not remain in the property after the agreed check-out date or time without permission.

If an unauthorised overstay causes us reasonable additional costs or losses, including disruption to an incoming booking, we may seek recovery of those reasonable losses where legally permitted.

42. Serious Breach of These Terms

We may require guests to stop conduct that seriously breaches these Terms, the property house rules or applicable law.

In particularly serious circumstances, it may be necessary to terminate the stay, for example where there is:

serious illegal activity;
violence or threatening behaviour;
deliberate serious damage;
dangerous interference with fire-safety equipment;
a serious unauthorised party;
persistent serious nuisance following reasonable warning; or
another material breach creating an immediate safety or property risk.

Any action taken will be proportionate to the circumstances and subject to applicable law and relevant OTA rules.

43. Our Responsibilities

We will provide our accommodation services with the reasonable care and skill required by applicable consumer law.

We are responsible for losses that are a reasonably foreseeable result of our breach of contract or negligence, subject to applicable law.

44. Matters We Cannot Exclude Liability For

Nothing in these Terms excludes or restricts liability where doing so would be unlawful.

In particular, nothing excludes or restricts liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of statutory consumer rights that cannot lawfully be excluded; or
any other liability that cannot legally be excluded or limited.

45. Events Outside Our Reasonable Control

Neither party will normally be responsible for failure caused solely by circumstances genuinely outside their reasonable control, subject to mandatory consumer rights.

Such circumstances may include:

major utility outages;
natural disasters;
serious weather events;
government restrictions;
major public emergencies;
unexpected building damage; or
other comparable events.

If such an event materially prevents us from providing the accommodation, we will act reasonably and inform you as soon as practicable.

Your rights to refunds, cancellation or alternative accommodation will remain subject to applicable consumer law and any relevant booking-platform policy.

46. Travel Insurance

We recommend that guests consider appropriate travel insurance for circumstances such as:

illness;
travel disruption;
unexpected cancellation;
loss of personal belongings; and
other risks not covered by the applicable cancellation policy.

47. Complaints

If you experience a problem during your stay, please contact us as soon as reasonably possible.

Giving us an opportunity to investigate during the stay will often allow a problem to be resolved more quickly.

For complaints following a direct booking, contact:

Suburban Property Services Ltd T/A Suburban Stays
376 London Road
Hadleigh
Benfleet
Essex
SS7 2DA

Email: [email protected]
Telephone: 01708 837210

If your booking was made through an OTA, you may also have access to that platform’s customer-support and dispute-resolution procedures.

48. Privacy and Personal Information

Personal information is handled in accordance with our Privacy Notice.

The Privacy Notice explains:

what information we collect;
why we use it;
our lawful bases;
who we share it with;
how long it is retained;
international transfers; and
your data-protection rights.

49. Website Information

We take reasonable care to ensure that information on the Suburban Stays website is accurate.

However, property information may occasionally change as furnishings, appliances, amenities or operating arrangements are updated.

We will not knowingly make a material misrepresentation about accommodation.

The booking confirmation and property information applying to your specific reservation should be read together.

50. Photographs

Photographs are intended to provide a fair representation of the accommodation.

Minor changes to decoration, furniture, soft furnishings, appliances or other non-material items may occur from time to time.

Such minor changes do not normally constitute a material change to the booking.

51. Intellectual Property

Unless otherwise stated, website content belonging to Suburban Stays, including:

text;
branding;
graphics;
original photographs;
logos; and
website design elements

may be protected by copyright or other intellectual-property rights.

Such material must not be reproduced commercially without permission where those rights belong to us.

52. Third-Party Links and Services

Our website, booking communications and digital guest guides may contain links to independent third-party services.

These may include:

local attractions;
restaurants;
transport providers;
travel services;
booking platforms; and
other local businesses.

Unless expressly stated otherwise, these businesses operate independently from Suburban Stays.

Any contract you enter into directly with a third-party provider is normally between you and that provider.

53. Affiliate and Referral Links

Some links on our website or digital guest guides may be affiliate or referral links.

This means Suburban Stays may receive a commission or referral payment if you make a purchase or booking through the link.

Where required, such commercial relationships will be appropriately disclosed.

Using an affiliate link should not increase the price you pay unless this is clearly disclosed by the third-party provider.

54. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as removed or limited to the extent necessary.

The remaining provisions will continue to apply.

55. No Waiver

If we do not immediately enforce a provision of these Terms, this does not necessarily mean that we have waived our right to enforce it later.

56. Changes to These Terms

We may update these Terms from time to time to reflect changes in:

our services;
booking systems;
properties;
technology providers;
booking-platform requirements; or
applicable law.

The Terms applying to a confirmed booking will normally be those incorporated into that booking when it was made, unless a later change is required by law or agreed with you.

57. Statutory Rights

Nothing in these Terms affects rights provided to consumers by law that cannot lawfully be excluded or restricted.

Services supplied to consumers must be provided with reasonable care and skill and must conform to binding information provided before the contract was entered into.

58. Governing Law and Courts

These Terms and your accommodation contract will be interpreted in accordance with the law applicable to the booking and the location of the accommodation, together with any mandatory consumer protections that apply to you.

Where the accommodation is located in England or Wales, English and Welsh law will normally apply.

Where accommodation is located elsewhere in the United Kingdom, mandatory local laws may also apply.

Nothing in these Terms deprives a consumer of mandatory rights or access to a court that they are entitled to use under applicable law.

59. Contact Us

If you have questions about these Terms & Conditions, please contact:

Suburban Property Services Ltd T/A Suburban Stays
376 London Road
Hadleigh
Benfleet
Essex
SS7 2DA

Email: [email protected]
Telephone: 01708 837210
Company number: 17032754

60. Acceptance

By completing a direct booking, you confirm that you have had the opportunity to read the terms and booking conditions made available to you before confirmation.

For an OTA reservation, your acceptance of the reservation remains subject to the booking process and contractual requirements of the relevant platform.