Terms & Conditions

Your booking is with AV Property (Trading name of AV STAYS MGMT LTD) ("AV Property" in these terms and conditions) which is a Limited Company registered in England and Wales (company no. 14839540) of Unit B5 Smeed Dean Centre, Castle Road, Eurolink, Sittingbourne, Kent, ME10 3EW.

1.1. References to "you" or "your" are references to the person or organisation making the booking with AV Property.

1.2. These terms apply to bookings made via the AV Stays website, by email or telephone or in person with AV Property. Bookings made via Booking.com, TripAdvisor, Airbnb, HomeAway and any other booking platforms will be subject to their terms and conditions in addition to our own terms noted here.

1.3. Your booking is confirmed, and a legal contract concluded, once your payment has been successfully made. No booking is made or contract concluded when payment is declined or unauthorised.

1.4. You agree that the booking is for a short term stay for leisure, business or temporary purposes and does not give rise to an assured short-hold tenancy or lease and is an excluded agreement within the meaning of s.3A(7)(a) of the Protection from Eviction Act 1977.

1.5. Bookings can be for any length from two nights up to 5 months. Bookings may be made at any time up to 24 hours prior to your stay to enable us to check your status and credit card details are correct.

1.6. Bookings may only be made by a person aged 18 or above and there must be at least one person aged 18 or above staying in the accommodation. Proof of ID of all guests is required, as is proof of address which must match that of the credit card used for payment of the booking and/or security deposit.

1.7. You may not re-sell or re-assign your booking to any other person or organisation except with the express authority of AV Property.

2.1. All payments shall be made by Credit or Debit Card. AV Property are not responsible or liable for any fees incurred with your chosen payment method.

2.2. Full payment is required upon booking unless expressly agreed otherwise by AV Property.

2.3. The total price for your entire stay will be presented to you before you confirm your booking and make payment. Our pricing is dynamic and therefore the price for the same or similar accommodation may vary over time after your booking is made. This does not confer AV Property any right to require additional payment where the price increases and does not confer any right on you to a discount if the price decreases.

2.4. AV Property and you may cancel the booking at any time up to 30 days prior to the first day of your booking with AV Property, in which case a full refund will be made to you. After this period the total amount will be payable.

2.5. If you cancel the booking within 30 days of the first day of your booking, then AV Property reserves the right to retain the full amount paid.

2.6. AV Property reserves the right to cancel bookings up to and including the first day of the booking where it is necessary. This includes any unforeseen circumstances which may affect the ability for your reservation to go ahead, overbookings, and bookings made from local guests which may be at risk of a party. In these cases, a full refund of the booking amount will be issued.

2.7. AV Property reserves the right to terminate your stay at any time effective immediately if there is a breach of these terms and conditions or of the house rules.

3.1. Check-in time is from 3pm and check-out time is no later than 10am, unless expressly agreed by AV Property otherwise. Any unapproved late check out / early check in will be subject to additional charges. Information on the check-in and check-out procedure and access to the accommodation will be provided separately.

3.2. AV Property provide serviced accommodation rather than a hotel or guest house service.

3.3. You are responsible for the conduct of all persons staying within the accommodation and shall ensure that they comply with these terms and conditions.

You and your guests must not:

• 3.3.1. Smoke in the premises. All rooms and common spaces in our accommodation are strictly non-smoking — you and other guests may only smoke outside of the premises.
• 3.3.2. Bring any pets into the premises, except for assistance dogs or unless expressly agreed by AV Property.
• 3.3.3. Bring any potentially dangerous or hazardous materials or equipment onto the premises.
• 3.3.4. Tamper with any fire alarms or emergency equipment.
• 3.3.5. Remove, damage, or destroy any AV Property property.
• 3.3.6. Use any technology provided by AV Property to download or access any unlawful or obscene material.
• 3.3.7. Cause unreasonable disturbance to our other guests, neighbours, or any AV Property staff. This includes but is not limited to aggressive or abusive behaviour and threats.
• 3.3.8. Make excessive noise particularly after 10pm, especially from TVs and other electronic devices.
• 3.3.9. Fail to return your room keys/fobs/cards at the end of your stay as, in the interests of security, we will have to replace the corresponding locks at your expense.

4.1. AV Property reserves the right to charge from the security deposit, and/or the credit/debit card used for payment or any other card, for any additional charges incurred with your stay. This includes but is not limited to:

• 4.1.1. The cost of replacing or repairing any property of AV Stays including furniture, upholstery, fittings, appliances or other fixtures and items which are damaged during your stay.
• 4.1.2. The cost of replacing any items of property which are stolen from the accommodation during your stay.
• 4.1.3. Any breach of our non-smoking policy. A standard charge of £500 will be charged to your card where we find evidence of smoking within the accommodation to cover cleaning costs, but we reserve the right to charge additional amounts to cover any damage caused by smoking.
• 4.1.4. Any additional cleaning charges. The housekeepers charge set fees for the average time it takes to clean each property. Extra charges will be billed directly to you.
• 4.1.5. Unauthorised refunds — only AV Property can authorise any refund you receive during your stay. Any unauthorised refund from booking platforms may be charged back to you.
• 4.1.6. Invoices — if during the stay you request for a tradesman to attend the property, and there is found to be no problem (it is a user issue), you may be liable for the cost of this invoice.
• 4.1.7. Keys — keys are to be returned to the same place they are collected from. Any keys not returned to the correct location will be presumed missing and locks will be replaced which you are liable to pay for.

4.2. Such costs may be charged on check-out, but AV Property reserves the right to apply such charges to your card later where necessary.

4.3. Where AV Property is unable for any reason to apply such a charge against your credit/debit card then an invoice will be sent to you, which you agree to pay within 14 days of receipt.

4.4. If any unpaid amount is still not received following the invoice, we may have to use the details provided on the lead guest ID to open a claim in the small claims court. This may include additional charges such as interest.

5.1. By providing this information you consent (on your behalf and on behalf of each member of your group) to such processing and you warrant that all information provided by you is accurate.

5.2. For full details on how we collect, use and store personal data including the use of cookies please see our full privacy policy.

5.3. We use a secure service to process card payments (GuestyPay). This service is PCI-compliant and allows us to make charges to your credit and debit card in accordance with these terms. We do not make or store any copy of your card details in our own systems or elsewhere. You can read the privacy policy of the provider on the GuestyPay site.

6.1. AV Property want to ensure that you have an enjoyable stay.

6.2. If you have a problem during your stay, please talk to any member of staff who will be able to help you.

6.3. If AV Property are unable to informally resolve any complaint you have at the time of your stay, then you may submit a formal complaint in accordance with this procedure. Formal complaints should be submitted in writing using the contact details below. Please provide as much information as possible in order that AV Property may properly investigate your complaint.

6.4. Your complaint will be dealt with by an appointed member of the AV Property management team.

6.5. AV Property reserves the right to reject without further investigation any vexatious complaint or complaint made in bad faith.

7.1. The liability of AV Property to you under these terms and conditions shall be limited to the total value of your booking (unless the Hotel Proprietor's Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act) except where such loss is caused by our negligence, in which case it shall be limited to any direct and reasonably foreseeable loss suffered by you.

7.2. AV Stays shall not be liable in any circumstances to you for any consequential or indirect loss including loss of profit, data, management time, reputation, or goodwill.

7.3. AV Stays shall not be liable for any damages or loss caused by conditions or events beyond its control including, but not limited to:

• 7.3.1. Strike, lockout, or other labour dispute affecting the employees of AV Property.
• 7.3.2. Acts of God.
• 7.3.3. Natural disasters.
• 7.3.4. Acts of war or terrorism.
• 7.3.5. Act or omission of government, highway authorities or telecommunications carrier, operator, or administrator.
• 7.3.6. Delay in manufacture, production, or supply by third parties of equipment or services required for the performance of the Services or production and supply of the Goods.
• 7.3.7. Outage of Power / WiFi.

8. Nothing in this clause or these terms shall limit AV Property's liability for death or personal injury or in respect of fraudulent misrepresentation.

8.1. If any provision or provisions of these terms and conditions shall be held to be invalid, illegal, unenforceable or in conflict with the law of any jurisdiction, the validity, legality, and enforceability of the remaining provisions shall not in any way be affected or impaired thereby.

9.1. The failure of any party at any time to require performance of any provision or to resort to any remedy provided under these terms and conditions shall in no way affect the right of that party to require performance or to resort to a remedy at any time thereafter, nor shall the waiver by any party of a breach be deemed to be a waiver of any subsequent breach. A waiver shall not be effective unless it is in writing and signed by the party against whom the waiver is being enforced.

10.1. These terms and conditions constitute the entire agreement of the parties and supersede all prior communications, understandings and agreements relating to the subject matter hereof, whether oral or written.

11.1. Nothing in this Agreement is intended to, nor shall, confer any rights on a third party unless expressly provided otherwise.

12.1. This Agreement shall be construed in accordance with English Law and the Courts of England and Wales shall have exclusive jurisdiction.

Dear Guests,

We hope you have a delightful stay in our holiday home. As part of our commitment to ensuring your safety and enjoyment, we have provided a hot tub for your relaxation. Please take a moment to read and understand the following guidelines and disclaimer regarding hot tub usage:

By using the hot tub, you acknowledge that you have read, understood, and agreed to abide by these guidelines. Failure to comply with these rules may result in the loss of hot tub privileges and additional charges for any damages incurred.

Thank you for your cooperation, and we wish you a fantastic and relaxing stay with us.

Sincerely,
James
Director