Terms & Conditions for Guests

Who we are

Stayfair Connect is the trading name of Delaney's Hotels Limited, a company registered in England and Wales under company number 13617420, with a registered office at 64 Arnold Road, Dagenham, England, RM9 6AN. You can contact us at hello@stayfairconnect.co.uk.

What these terms cover

These terms apply to you as a guest booking a stay through Stayfair Connect — they're separate from the property owner agreement that owners sign to list their stay, which covers fees, commission, and their own obligations to us. For Bookable-tier stays, the contract for your stay is between you and the property — we facilitate the booking and payment, and take a commission for doing so. For Listed-tier stays, we're simply a directory; the booking itself happens directly between you and the property, and we're not a party to that contract.

By booking through Stayfair Connect, you confirm you're at least 18 years old and have the legal capacity to enter into this contract.

Payment

Bookable-tier payments are processed via Stripe Connect at the time of booking. The property is paid out automatically, minus our commission, once your stay is confirmed.

Cancellations

Each property sets its own cancellation policy, shown before you book. When a Bookable-tier booking is cancelled, we calculate the refund due against that policy and process it automatically through Stripe — we don't add a separate cancellation fee on top of whatever the property's own policy allows.

Accommodation bookings for specific dates are exempt from the standard 14-day statutory cancellation right that applies to most online purchases (Consumer Contracts Regulations 2013, Schedule 3, paragraph 27). The cancellation policy shown on each property's page governs your right to cancel, not a separate statutory cooling-off period.

Rescheduling

A property owner or Stayfair Connect can move a confirmed Bookable-tier booking to new dates, or a different room type, at the guest's request or by agreement, and you can change your own dates online up to 24 hours before check-in. The price is recalculated for the new dates. If it costs more, you're sent a separate payment link for just the difference, since we're not able to charge a card again without the cardholder present to authorise it. If it costs less, the difference is treated like a cancellation of those nights: it's refunded at the rate the property's cancellation policy gives at the time of the change, and the rest is kept by the property. Moving a stay to later dates doesn't restart the cancellation policy's countdown, which still runs to the original check-in. The new dates are held from the moment a reschedule is made, whether or not an outstanding balance has been paid yet.

Where a property offers a flexible date change as a Stayfair Perk, a change made at least the number of days before arrival it states is refunded in full, whatever the cancellation policy, and the countdown moves to the new dates. A property owner may also choose to refund a change in full.

Stayfair Perks

Some properties offer Stayfair Perks to guests who book through Stayfair Connect. The perks on a property's page when you book are part of your booking, even if the owner changes them later. Any money off (a reduced third night, a returning guest's discount or a free night after five stays) is shown in the price before you pay. Returning-guest and free-night perks are only recognised when you book signed in to your Stayfair Connect account.

Our liability to you

For Listed-tier stays, we're a directory only — we're not responsible for the accuracy of listing information beyond what's reasonably expected of a directory, or for the conduct of the property, since the booking contract is between you and them directly. For Bookable-tier stays, our role is to facilitate the booking and payment; the stay itself is still provided by the property, not by us. Nothing in these terms excludes or limits liability where it would be unlawful to do so — for example, liability for death or personal injury caused by negligence, or for fraud. Beyond that, our liability to you for losses arising from your use of Stayfair Connect is limited to the amount you paid for the booking in question.

If something goes wrong

If you have a complaint, contact us at hello@stayfairconnect.co.uk and we'll do our best to resolve it directly. If we can't resolve a dispute between us, you can refer it to our alternative dispute resolution (ADR) provider, ProMediate (UK) Limited, at promediate.co.uk. This doesn't affect your right to bring a claim through the courts instead.

Changes to these terms

We may update these terms from time to time — for example, as the platform's features change. We'll post the updated version here with a new date. Changes won't apply retroactively to a booking you've already made.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.

If you're looking for the terms property owners agree to, that's a separate document: the property owner agreement, signed from the owner dashboard.