Terms and Conditions
General
These terms and conditions (the “Booking Contract”) are between and shall bind the property owner or manager (“Kasar Stays Ltd” “we”, “us” and “our”) and the Serviced Accommodation Renter(s) who book our property (the “Property”). References to “you” or “your” are references to the person making the booking and all members of the party.
Any Booking is subject to the Booking Contract. This Booking Contract and our confirmation email contain the entire agreement between us and you and forms the basis of your agreement with us so please read them carefully. Nothing in this Booking Contract affects your usual UK statutory rights.
Kasar Stays Ltd is registered in England and Wales under company number 10039910 and has its registered office at 69 College Road, Maidstone, ME15 6SX, England, United Kingdom.
For the avoidance of doubt, you acknowledge and agree that the provider of the Property is Kasar Stays Ltd.
Making your Booking
FOR DIRECT BOOKINGS INCLUDING ONLINE TRAVEL AGENCIES/ PLATFORMS:
Issue us with a booking request form (“Booking Request Form”) or make a direct booking through an OTA, Website, Email, In- person or over the Telephone, and pay the full payment and Damage Deposit as well as the cleaning fee to Kasar Stays Ltd. The Booking shall be Made, and this Booking Contract shall be effective only when Kasar Stays Ltd has received the full amount payable for the Property and the Damage Deposit as well as the cleaning fee and we have provided you with a confirmation email setting out the details of the Booking and including the Cancellation Policy. Please note that your Booking is not confirmed if we have not received full payment of the amount payable including the Damage Deposit and Cleaning Fee, and thus shall not be honored in such an instance.
FOR BOOKING AGENTS:
The booking is confirmed upon receipt of your confirmation notification. You will be provided with these Terms and Conditions in the process of making your bookings and you will be expected to read and retain for your own records and reference purposes.
If the Quote or Booking Request Form requires that you:
Make a payment in full, then you must pay the full amount for the Booking to Kasar Stays Ltd by the due date; and
You shall be required to pay the applicable damage deposit (the “Damage Deposit”), cleaning fee (“Exit Cleaning Fee”) and/or any other fees (“Other Fees”) as set out in the email confirmation as part of your payment in full or your Balance payment (if applicable).
You should carefully check the details of the Quote or Booking Request Form before making any payment to Kasar Stays Ltd regarding your Booking, as well as the confirmation email and inform us immediately of any errors or omissions.
For safety and security reasons, you are required to inform us of the exact numbers of occupants in the property you are booking, as well as their names. The numbers of occupants in your booking must not exceed the maximum occupancy stated for your chosen property.
Paying for your Booking
You are required to pay Kasar Stays Ltd full payment by the due date as specified in the invoice provided to you either directly or via OTA. Booking Agents are required to make payment according to the Partner Agreement or Master Agreement signed.
Credit card payments, if declined will be subject to cancellation of booking within 24 hours of notification if you fail to provide valid credit card details. We reserve the right to charge your payment card upon reservation for the full amount of your booking.
You are required to pay a damage deposit for all of our properties as follows:
Tier 1a- (HNWI Portfolio*)- £1000 per booking for bookings 30 days and under/ from £2000 for bookings above 30 days or as per our discretion only.
*HNWI Portfolio includes properties that are worth over £500,000
Tier 1b (Houses)- £350 per booking for bookings 30 days and under/ £500 for bookings above 30 days
Tier 1c (Apartments)- £250 per booking for bookings 30 and under/ £350 for bookings above 30 days
Tier 2 (Houses)- £250 per booking
Tier 2 (Apartments)- £150 per booking
Tier 3 (All properties)- £100 per booking
Please be aware that in the event that you cause damage that exceeds the deposit amount you have paid, or in the event that you contravene any of the Terms and Conditions of Bookings we may make claims against you, including making direct deductions from your payment card and/ or making claims against you in Court.
We never keep your deposits in our bank account and release deposits within 7 days of check- out, however, please be aware that it might take longer for your bank to release the monies into your account. Should your deposit no arrive in your account after we have advised you of its release, kindly contact your bank directly as such a situation is beyond our control.
Late Check Out and Early Check In:
Guests may only be permitted to check out later or check in earlier than the standard check out times only upon request by guest and only upon express approval given by Housekeeping team. Should the Housekeeping team decline the request for late check out or early check in, the guest will be required to abide by the standard Check In and Check Out times.
All Tier 1a Properties booked will receive a standard complimentary Late Check Out of one hour, to Check Out at 11AM on day of departure. Should the guest wish to remain in the property beyond 11AM, the guest must make a request for Late Check Out to the Reservations Team, who will submit it to the Housekeeping Team for approval. If approved, the Late Check Out is charged at £100 for the first hour, and £50 thereafter until 2PM on the day of departure. Any stay beyond 2PM will be charged at the current rate of an additional night stay, irrespective of the final Check Out time and the guest will not be entitled to remain in the property for a full additional night and may still be required to vacate the property upon our request.
All Tier 1b and Tier 1c Properties booked will receive a standard complimentary Late Check Out of one hour, to Check Out at 11AM on day of departure. Should the guest wish to remain in the property beyond 11AM, the guest must make a request for Late Check Out to the Reservations Team, who will submit it to the Housekeeping Team for approval. If approved, the Late Check Out is charged at £50 for the first hour, and £50 thereafter until 2PM on the day of departure. Any stay beyond 2PM will be charged at the current rate of an additional night stay, irrespective of the final Check Out time and the guest will not be entitled to remain in the property for a full additional night and may still be required to vacate the property upon our request.
All Tiers 2 and 3 Properties Check Out at the standard time of 10AM on the day of departure. Should the guest wish to remain in the property beyond 10AM, the guest must make a request for Late Check Out to the Reservations Team, who will submit it to the Housekeeping Team for approval. If approved, the Late Check out is charged at £50 for the first hour, and £25 thereafter until 12pm on the day of Check Out. Any stay beyond 12PM will be charged at the current rate of an additional night stay, irrespective of the final Check Out time and the guest will not be entitled to remain in the property for a full additional night and may still be required to vacate the property upon our request.
All Tier 1a Properties booked are subject to our standard Check In time from 4PM. Should the guest wish to Check In to the property before 4PM, the guest must make a request for Early Check In, at the time of booking, to the reservations team, who will submit it to the Housekeeping team for approval. If approved, the Early Check In is charged at £100 for the first hour starting from 6AM on the arrival day, and £50 thereafter until 4PM on the arrival day.
All Tier 1b and Tier 1c Properties booked are subject to our standard Check In time from 4PM. Should the guest wish to Check In to the property before 4PM, the guest must make a request for Early Check In, at the time of booking, to the reservations team, who will submit it to the Housekeeping team for approval. If approved, the Early Check In is charged at £50 for the first hour starting from 6AM on the arrival day, and £50 thereafter until 4PM on the arrival day.
All Tier 2 and Tier 3 Properties booked are subject to our standard Check In time from 4PM. Should the guest wish to Check In to the property before 4PM, the guest must make a request for Early Check In, at the time of booking, to the reservations team, who will submit it to the Housekeeping team for approval. If approved, the Early Check In is charged at £50 for the first hour starting from 6AM on the arrival day, and £25 thereafter until 4PM on the arrival day.
Cancellation and Amendment of Booking
If you need to cancel or amend your Booking, you must email either ourselves, or your Booking Agent as soon as possible. A cancellation or amendment will not take effect until we receive confirmation from you. The cancellation policy described in your email booking confirmation (“Cancellation Policy”) applies to your Booking and Kasar Stays Ltd will refund any amounts due to you in accordance with the agreed Cancellation Policy.
In the event that:
any balance required from you is not paid in accordance with the timeframes set out in the Cancellation Policy; or
you do not arrive at the property within 24 hours of your arrival time without notifying us;
we shall be entitled to treat your Booking as being cancelled by you and the Cancellation Policy shall apply.
If we cancel or amend your Booking:
We would not expect to have to make any changes to your Booking once it is agreed between you and us, but sometimes problems occur and we do have to make alterations or, very occasionally cancel Bookings.
If this does happen, we will contact you as soon as is reasonably practical and inform you of the cancellation or the change to your Booking. If we cancel your Booking, Kasar Stays Ltd will refund you any fees you have already paid to Kasar Stays Ltd. However, we will not be liable to refund you for any fees you may have paid to any third party in connection with your stay (including, without limitation, fees for travel, entertainment, activities or insurance).
Cancellation Policy
Your Reservation can be cancelled free of charge for short term stays (i.e. stays of up to 7 nights per reservation or booking) at least 7 days prior to arrival date. Cancellation requests need to be made in writing if a reservation was made with Kasar Stays Ltd directly. If a reservation was made via a 3rd party website, it is necessary that the agent is notified, and a cancellation form is sent through via email. Otherwise, the booking will remain active, and the deposit will be charged accordingly.
Short- term stays cancelled within 7 days prior to the arrival date, the full amount of the booking will be charged i.e. the booking becomes non- refundable.
Long term stays are bookings consisting of 8 nights and above. Can be cancelled according to the following schedule:
Stays of 8- 27 nights may be cancelled without charge if cancelled at least 7 days prior to arrival date, otherwise the booking and fees paid will not be refunded.
Stays of 28- 59 nights and above may be cancelled without charge if cancelled at least 14 days prior to arrival date otherwise a penalty to the value of the sum of the first 14 nights’ stay and the number of days elapsed beyond the free cancellation period, will be charged.
Stays of 60 nights and above may be cancelled without charge if cancelled at least 28 days prior to arrival date otherwise a penalty to the value of the sum of the first 14 nights’ stay and the number of days elapsed beyond the free cancellation period, will be charged.
All charges exclude VAT which will be charged in addition, unless otherwise stated or applicable.
Early departures are treated as cancellations and the Guest is not entitled to a refund for the remaining number of nights if the cancelled period is shorter than 7 nights.
For long term bookings over 7 nights, we require 14 days’ notice of cancellation once occupation has taken effect.
For long term bookings from 7- 27 nights, we require 14 days’ notice of cancellation once occupation has taken effect. In the case that the correct notice of cancellation has been given, we will charge the value of the booking less 14 nights. For cancelled bookings without correct notice, the full value of the booking remains due for payment and will be charged.
For long term bookings from 28- 59 nights, we require 21 days’ notice of cancellation once occupation has taken effect. In the case that the correct notice of cancellation has been given, we will charge the value of the booking less 21 nights. For cancelled bookings without correct notice, the full value of the booking remains due for payment and will be charged.
For long term bookings from 60 nights and above, we require 28 days’ notice of cancellation once occupation has taken effect. In the case that the correct notice of cancellation has been given, we will charge the value of the booking less 28 nights. For cancelled bookings without correct notice, the full value of the booking remains due for payment and will be charged.
Non-arrivals (no- shows) are treated as cancellations, and you will not be entitled to a refund.
Failure or refusal to provide us with your government- issues Identification Document(s), i.e. a valid passport or driver’s license, as requested will result in your booking being cancelled without refund.
The Property
Guest check in is from 4:00 PM of the Arrival date for your stay and check out is at 10:00 AM on the departure date for Tier 2 and Tier 3 Properties. Guest check in for Tier 1 Properties is at 4PM on the Arrival date for your stay and check out for Tier 1 Properties is on a Complimentary basis at 11:00 AM. We will advise you of your check in and check out times accordingly. Tier 2 and 3 properties may check out later than 10AM for a late check out fee of £50 by making a request to the Housekeeping Team via the Bookings Team. Late check outs are strictly subject to express approval from the Housekeeping Team.
If your arrival will be delayed, you must contact the person whose details are given on the booking confirmation email, so that alternative arrangements can be made. If you fail to do so you may not be able to gain access to the Property. If you fail to arrive by 4pm on the day after the Arrival Date and you do not advise the contact of your anticipated late arrival, we may treat the Booking as having been cancelled by you and we shall be under no obligation to refund you for fees already paid to us. Please see the Cancellation Policy for further details.
Neither the Property nor any part of the Property can be used at any time during the duration of the stay, by the Serviced Accommodation Renter(s) for the purpose of carrying on any business, profession, or trade of any kind, or for the purpose other than as a serviced accommodation.
There are to be no pets allowed at the property during your stay, unless this has been arranged prior to your check in and is subject to our express approval only. We have a pet fee of £350 for cats and £500 for small dog breeds. No other types of pets or animals are permitted at any of our properties. If you wish to bring a pet with you during your stay, please discuss this with your booking agent prior to your arrival date. If you are found to have a pet in the property without prior arrangement, your deposit will be withheld, your card will be charged with the full amount of the pet fee, and your booking may be terminated without reimbursement. Please note that pets are not allowed in any Tier 1 (Luxury) properties.
Barbeques and firepits are only permitted for use in the gardens of houses. Guests are only permitted to use barbeques or firepits upon request with express permission granted by us. Guests are only permitted to use barbeque or firepit equipment that we supply. Guests must provide their own fuel for barbeques or firepits, once permission has been granted to them by us.
Violation of this condition is a breach of contract under fire and health and safety regulations and may result in a termination of your contract and a £1,000 fine.
Lighting of Candles or naked flames of any sort are expressly not permitted for use within any of our properties, including on the balconies of flats/ apartments. We will not be held liable for any losses or damage or destruction to personal belongings or personal injury of any nature that arises from usage of naked flames within or without our properties. You will be expressly and exclusively responsible for any losses or damages that arise as a result of your contravention of this clause and your usage of naked flames within or without the property including usage of barbeques and/ or firepits.
Please be aware that booking any Tier 1 property means that the property will include additional features such as antiques, automatic gates, bespoke/ high value artworks, hot tubs, ornate fireplaces, swimming pools and such high value items for your sensory enjoyment. It is your responsibility to ensure to take due care of such items as you will be held fully liable for the costs of replacement.
Amenities and Services Included
Amenities in the property are: Satellite TV, WIFI, Washing Machine, Dishwasher, Bed Linens and towels. The usage of WIFI connection, Gas and Electricity are all included in your booking prices. For stays more than 28 nights booked by booking agents, cleaning is carried out usually once a week (subject to contract), or in accordance with mutually agreed schedule of cleaning. For bookings over 14 nights made via all other avenues (i.e. not booking agents) we recommend that you book an interim clean at a subsidised rate through our verified supply partners Sagient Ltd not booking agents)
Cleaners will retrieve keys from the key box located outside the property if such property has a key box. Properties without key boxes will require prior notification of cleaning dates and times to be agreed with guests.
We reserve the right to carry out cleaning or other service maintenance activities in our properties in your absence, with prior notice given to you and without being held liable for any loss or damage to your personal property during the carrying out of the services.
For all bookings over 14 nights, we will carry out an interim property inspection every 14 nights to ensure inspect and resolve any maintenance issues that may arise, as well as to instruct any preemptive property maintenance works so as to ensure optimal standards throughout your stay.
Your obligations
You agree to comply with the regulations set out in any property manual at the Property and any other regulations reasonably specified by us from time to time and ensure that they are observed by all members of your party. You agree to keep and leave the Property and the furnishings, including items such as kitchen equipment, crockery and glasses, clean and in good condition.
Any damages that total a cost beyond the initial damage deposit will be claimed by Kasar Stays Ltd for the full value of the cost of damages and repair, either by direct deduction from your payment card or by legal action against you through the Courts.
You agree not to cause any damage to the walls, doors, windows, or any other part of the Property, nor to do anything that may be reasonably considered to cause a nuisance or annoyance to us, or to any other occupier of adjoining or neighboring properties.
If you cannot be contacted after the check-out where damages have been caused, Kasar Stays Ltd reserves the right to charge the payment card for the total value of all expenses accrued to cover repairs in one single payment. We will provide an invoice to you via email to this effect. If the transaction is unsuccessful, we may take legal action against you.
You agree to take all necessary steps to safeguard your personal property while at the Property.
You agree to ensure that each member of your party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage and other property) and health insurance (including evacuation and repatriation coverage).
You agree not to allow more people to stay in the Property than expressly authorised, not significantly change the makeup of the party during your stay in the Property or take your pet into the Property. If you do so, we can refuse to hand over the Property to you or can require you to leave it. We will treat any of these circumstances as a cancellation of the Booking by you and we shall be under no obligation to refund you for any fees already paid to us in those circumstances. Any refund will be at our sole discretion.
You agree not to service, repair or carry out any other work on cars, motorcycles, vans or other motor vehicles at the Property.
You agree not to park (or allow to be parked) any caravan, boat or large vehicle by the Property, if such parking, in the reasonable opinion of Kasar Stays, would cause nuisance or annoyance to neighbours or to anyone nearby.
All Kasar Stays Ltd properties are Non-smoking properties. Smoking is strictly prohibited anywhere inside the property. Smoking cigarettes, cigars, or e-cigarettes may be carried out in the garden if the property has one or alternatively outside of the building, where the property is in an apartment building. If there is evidence of smoking following your stay, there will be a £250.00 (or £1000.00 if bookings were paid via bank transfer or by cash) charge to your card, and your security deposit will not be returned.
We will keep the Property in good repair and condition and in good decorative order.
Lost Keys and Parking Permits: You will be charged accordingly for any lost keys, key fobs and perking permits issued to you for your booking as follows:
All Tier 2 and Tier 3 properties booked are subject to a £150 charge for replacing lost parking permits, per permit issued per booking. Lost keys for Tier 2 and Tier 3 properties will be subject to a £150 charge. Where locks must be changed, please be aware that you will be charged separately for all associated lock change costs. Tier 2 and Tier 3 key fobs are subject to a minimum £150 charge per fob.
Tier 1b and Tier 1c properties booked are subject to a £300 charge for replacing lost parking permits, per permit issued per booking. Lost keys for Tier 1b and Tier 1c will be subject to a £150 charge. Where locks must be changed, please be aware that you will be charged separately for all associated lock change costs. Tier 1b and Tier 1c Key fobs are subject to a minimum £300 replacement charge.
Tier 1a properties are booked subject to a minimum £300 charge for replacing lost parking permits, per permit issued per booking. Lost door keys for Tier 1a properties are subject to a minimum £250 charge. Please note that this does not include costs related to key fobs and electronic devices such as magnetic strikes, electronic coding, CCTV and other of such activities required to re-secure the property following loss of keys by guests. Such additional costs will be charged on top of the standard £250 for loss of door keys.
Illegal Activity
You agree not to use the Property or allow the Property to be used, either knowingly, by oversight, carelessness, or irresponsible actions or behaviour, for illegal practices that may include but are not limited to prostitution and / or violent and antisocial behaviour. A £1,000.00 fine will be charged to your payment card if you are found to have been partaking in such activities in our properties.
You agree not to possess, use, consume, cultivate, or allow to be possessed, used, consumed or cultivated on or about the Property any of the drugs or illegal substances mentioned in the Misuse of Drugs Act of 1971 or any other controlled substances the use of which may be at any time be prohibited by law, including substances known as “legal highs”. A £1,000.00 fine will be charged to your payment card if you are found to have been partaking in such activities in our properties.
You agree not to do or permit to be done or in connection with the Property anything which shall be or tend to be a nuisance or annoyance to any person residing, visiting, or otherwise engaging in a lawful activity in the locality; or make or allow any unreasonable noise in particular:
Expressly not to hold or allow to be held any social gatherings and parties as any time;
Not to make noise including loud music, loud conversations, singing and other noise- making activities during unsociable house (between 11pm and 7am UK time);
Not to use or be allowed to use mechanical appliances (this includes but is not limited to vacuum cleaners and washing machines) during unsociable hours (between 11pm and 7am UK Time).
You agree not to behave in such a manner as to cause or likely to cause any nuisance or inconvenience to the occupiers of any neighboring, adjoining or adjacent properties or so to be audible outside the Property on any day. A £1,000.00 fine will be charged to your payment card if you are found to have been holding parties, social gatherings, participating in anti- social behaviour or causing unreasonable disturbances to residents.
You agree to allow us or any representative of ours access to the Property at any reasonable time during your stay for the purpose of cleaning, essential repairs in an emergency or to ensure you are complying with this Booking Contract.
Complaints
Every effort has been made to ensure that you have an enjoyable and memorable stay. Should you have any cause for complaint we urge you to kindly notify us immediately so that we can take remedial action.
It is essential that you contact us if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve problems properly unless we are promptly notified. Discussion of any criticisms with us whilst you are in residence at the Property will usually enable any shortcomings to be rectified straightaway. Complaints of a transient nature (for example, regarding preparation or heating of the Property) cannot possibly be investigated unless registered whilst you are in residence at the Property.
If any complaint cannot be resolved during your stay, you must write to us with full details within 7 days of the end of your Booking.
For the avoidance of doubt, you should always contact Kasar Stays Ltd if you have any complaint in relation to your Booking or the Property.
We do not tolerate any verbal or physical abuse, including racist, sexist, xenophobic, anti- religious or homophobic abuse towards our Kasar Stays Ltd staff. If you are subject any member of staff to abusive behaviour, you will be responded to with an initial warning to cease and desist from the abusive behaviour, else all forms of communication will be terminated;
If you do not refrain from the abusive behaviour, you will be notified that your booking will cancelled without a refund, and will be blacklisted from booking with us in the future. All communication will be terminated.
If the abuse occurs within one of our properties, you will be asked to vacate the property within 1 hour. Should you fail to vacate the property in the given time, we will contact the local authorities to remove you.
Limit of Liability
Our maximum liability for losses you may suffer as a result of us acting in breach of this Booking Contract, is strictly limited to the amounts received by us in relation to your Booking. We shall not be liable for any losses which are not a foreseeable consequence of us breaching this Booking Contract. Losses are foreseeable where they could be contemplated by you and us at the time your Booking is confirmed by us.
Your Booking is made as a consumer for the purpose of a short stay or long term stay and you acknowledge that we will not be liable for any business losses howsoever suffered or incurred by you.
For the avoidance of doubt, Kasar Stays Ltd shall not be liable to you or responsible for:
any guest’s personal property. Guests are required to take out their own personal insurance for any items or personal belongings which do not belong to Kasar Stays Ltd, as we only provide insurance cover for contents belonging to Kasar Stays Ltd in the property.
any issue between you and us regarding the Booking;
any failure in relation to any payments due to the failure of a payment solution provided by a third party; and
the rejection of any payment of yours by a third-party payment solution provider.
This does not exclude or limit in any way our liability for death or personal injury caused by our negligence or for fraudulent misrepresentation; or for any matter for which it would be illegal for us to exclude or limit, or attempt to exclude or limit, our liability.
Law and Jurisdiction
This Booking Contract (including any non-contractual obligations arising under or in relation to this Booking Contract) between you and us is governed by the law of England and Wales and we both agree that any dispute, matter, or other issue which arises between us will be exclusively dealt with by the Courts of England and Wales.
Miscellaneous
You may not transfer your Booking or any rights and responsibilities under this Booking Contract to any other person, without our prior written consent.
If at any time, any part of this Booking Contract is held to be unenforceable for any reason under any applicable law, that part shall be deemed omitted and the enforceability of the remaining parts shall not in any way be affected by that omission.
This Booking Contract, together with the Cancellation Policy and our confirmation email contain the entire agreement between us and you relating to the Booking and shall supersede any previous agreements, arrangements or discussions between you and us, whether oral or in writing. No representation, undertaking or promise shall be taken to have been given or be implied from anything said or written in negotiations between you and us prior to receiving the confirmation email except as expressly stated in this Booking Contract. Neither you nor we shall have any remedy in respect of any untrue statement made by the other upon which that party relied on when entering this Booking Contract (unless such untrue statement was made fraudulently) and that party’s only remedy shall be for breach of contract as provided in this Booking Contract.
You will not do anything that will introduce pests into the property. Any pests or infestations that occur in the property as a result of your activities will be deemed your responsibility. In the event of a pest sighting or infestation, your deposit will be forfeit and the costs of remedial action will be expressly charged to you.
We will not be in breach of this Booking Contract, or otherwise liable for any failure or delay in performance, arising from any circumstances beyond our reasonable control including, without limitation, flood, fire, explosion, or accident.
