TERMS AND CONDITIONS FOR SERVICED ACCOMMODATION DIRECT BOOKINGS WITH ZEN STAYS.

TERMS SPECIFIC FOR GUESTS

Terms applicable to all bookings

Subject to meeting any requirements, completing any verification processes set by ZEN Stays Direct and/or the Host, you can book a Listing available on the ZEN Stays Direct Platform by following the simple booking process. All applicable fees, including the Listing Fee, Security Deposit (if applicable), Guest Fee and any applicable Taxes will be presented to you prior to booking a Listing. You agree to pay the Total Fees for any booking requested in connection with your ZEN Stays Direct Account.

Upon receipt of a booking confirmation from ZEN Stays Direct, a legally binding agreement is formed between you and your Host, subject to any additional terms and conditions of the Host that apply, including the applicable cancellation policy and any rules and restrictions specified in the Listing. This could be additional ID verification, signed terms and conditions or a combination of both. ZEN Stays Direct Payments will collect the Total Fees at the time of the booking.

BOOKING ACCOMMODATIONS

By confirming your booking, you agree to enter, occupy, and use the accommodation for the duration of your stay, as outlined by your agreement with the Host.

The Host may enter the property in cases of emergency, at your request, for maintenance issues, or if there is a reasonable belief that house rules or legal requirements are being breached. If you are found to be hosting a party, causing a disturbance, or otherwise violating any house rules, the Host has the right to enter the property and ask you to vacate immediately. No refund will be issued in such cases.

You agree to vacate the property no later than the stated checkout time unless a late checkout has been pre-approved in writing. If you stay past this time without consent, you no longer have a license to remain and may be removed in accordance with UK law. Late checkout without prior approval will incur a charge of £100 per hour.

No Parties Policy

Our properties operate under a strict no parties policy. Any unauthorised event, party, or gathering—regardless of size—may result in immediate eviction with no refund. This includes disruptive birthday parties, stag/hen dos, or other loud, large-scale social events that go against our house rules.

That said, we want you to enjoy your stay. Games and small gatherings are absolutely welcome—just keep the volume at a respectful level and avoid disruptive activities like late-night karaoke or loud music, particularly after 10:00 PM.

Noise Policy

(Applies to both indoor and outdoor areas)

We have a great relationship with our neighbours, and we’d love to keep it that way. So, we kindly ask that noise be kept to a minimum, especially outdoors — including in the garden and hot tub (if applicable) and especially after 10:00 PM.

To help ensure this, properties are equipped with noise sensors inside and in the back garden (if applicable). These sensors do not record conversations, but detect sustained high volume.

How it works:

After 10 minutes of loud noise: You’ll receive a gentle reminder.

After 20 minutes: A second reminder is sent, and we are notified.

After 30 minutes: A security team is dispatched, which may result in eviction and a £500 charge.

We absolutely welcome fun and relaxation—just keep the volume respectful and avoid disturbing the neighbourhood.

Hot Tub Policy

(If applicable)

Hot tub hours: 8:00 AM – 10:00 PM

Use of the hot tub is not permitted outside these hours.

If we receive a noise complaint due to hot tub use after 10:00 PM, we may be required to cancel your booking and apply a penalty, as this could jeopardise our operating licence.

BOOKING MODIFICATIONS, CANCELLATIONS AND REFUNDS

Cancellation Policy (for Guests)

Guests can cancel a booking at any time in line with the Listing’s cancellation policy and ZEN Stays Direct Payments will refund the amount of the Total Fees due to the Guest in accordance with such cancellation policy.

If you cancel up to 7 days before check-in, you will receive a full refund. Otherwise, the booking is non-refundable.

Cancellation Policy (for Hosts)

If a Host cancels a confirmed booking, the Guest will receive a full refund of the total booking fees.

A Host may cancel a confirmed booking up to 7 days before check-in without penalty and the Guest will be fully refunded.

If the cancellation occurs less than 7 days before check-in, the Host may only cancel in the event of a legitimate emergency that prevents them from providing the booked accommodation. The Guest will still receive a full refund.

DAMAGE TO PROPERTY AND CONTENTS

As a Guest, you are responsible for leaving the Accommodation, furnishings, and keys in the same condition they were in when you arrived. You are also responsible for the actions and behaviour of any individuals whom you invite to, or otherwise provide access to, the Accommodation.

House Rules Violations:

Please make sure all general house rules are followed during your stay, including but not limited to:

  • Damaged or Missing Towels: £10 per towel.

  • Damaged or Missing Linen: £20 per piece.

  • Lost keys – A £50 rekeying fee will be charged for lost keys.

  • Smoking policy – Smoking inside the property will result in a £300 fine.

  • Late checkout without consent – £100 per hour for any unauthorised late check-out.

  • Unauthorised Guests – Only the registered guests in your booking are permitted to stay at the property. Any additional, unregistered guests will incur a charge of £25 per person, per night, and may be asked to leave the property.

If a Host claims and provides evidence that you, as a Guest, have damaged the Accommodation or any furniture (inside or outside the property), the Host may wish to deduct the damage amount from your security deposit (if applicable) or request that you pay for the damage directly. It is the responsibility of both the Host and the Guest to resolve any disputes or damages in the first instance.

Have a wonderful stay,

From the ZEN Stays team.