TAILORED STAYS – TERMS AND CONDITIONS
(Licence to Occupy Serviced Accommodation)
These Terms and Conditions govern all bookings made with Tailored Stays Ltd (Company No. 10420364), registered in England and Wales at 9 Quy Court, Colliers Lane, Stow-Cum-Quy, Cambridge, England, CB25 9AU (“Tailored Stays”, “we”, “us”, “our”).
Tailored Stays acts as:
Agent for the owner of The Marque Grande Apartment (the “Owner”); and/or
Principal operator for apartments operated directly by Tailored Stays.
The contractual relationship for the provision of accommodation is between the Guest and the Owner or Operator as stated in the booking confirmation.
By making a booking, you (“Booker”, “Guest”, “you”, “your”) accept these Terms on your own behalf and on behalf of all members of your party.
1. NATURE OF AGREEMENT – LICENCE TO OCCUPY
1.1 Your booking grants a temporary, revocable licence to occupy the Property for the agreed dates only.
1.2 This agreement does not create:
A tenancy;
An assured or assured shorthold tenancy;
Any right of exclusive possession;
Any security of tenure.
1.3 The agreement is an excluded licence under the Protection from Eviction Act 1977 and shall not be construed as a tenancy under the Housing Act 1988.
1.4 The Property may not be used as a principal or permanent residence.
1.5 We and/or the Owner retain full control, management and access rights at all times.
2. BOOKINGS
2.1 A booking is only confirmed when:
Full payment (or agreed deposit) has been received; and
A written confirmation email has been issued.
2.2 We reserve the right to refuse any booking at our discretion.
2.3 All guest names, ages and contact details must be provided at the time of booking.
2.4 It is your responsibility to check your confirmation immediately. Errors must be reported within 48 hours of receipt.
3. PAYMENT
3.1 Full payment is required at the time of booking unless otherwise agreed in writing.
3.2 If payment is not received when due, we may suspend or cancel the booking without liability.
3.3 Interest may be charged on late payments at 4% above the Bank of England base rate.
3.4 All payments must be made in Pounds Sterling.
4. SECURITY DEPOSIT & ADDITIONAL CHARGES
4.1 We may require a refundable Security Deposit to cover:
Damage
Excess cleaning
Lost keys
Breach of terms
Overstay charges
Any other loss suffered
4.2 Valid debit/credit card details must be provided.
4.3 Additional charges may be deducted from the deposit or charged to the card provided.
4.4 A statement of additional charges will be issued where applicable.
5. PRICING
5.1 Rates may change prior to confirmation.
5.2 Once confirmed, rates will not change except:
Where you amend your booking; or
Due to changes in VAT or taxation beyond our control.
5.3 VAT is charged at the prevailing rate where applicable.
6. CANCELLATIONS, EXTENSIONS & EARLY TERMINATION
6.1 All changes or cancellations must be made in writing.
6.2 Cancellation notice periods:
| Length of Stay | Notice Required |
|---|---|
| 1–28 nights | 14 days |
| 29–89 nights | 28 days |
| 90+ nights | 60 days |
6.3 Failure to provide required notice may result in full charges.
6.4 Early departure, reduction of nights, or non-arrival is treated as cancellation.
6.5 Extensions are subject to availability and cannot be guaranteed.
6.6 We reserve the right to terminate this licence immediately (without refund) where:
Payment is outstanding
You breach these Terms
Anti-social behaviour occurs
Illegal activity occurs
Maximum occupancy is exceeded
7. CHANGES BY US
7.1 We may modify or cancel bookings where necessary.
7.2 If required, we will offer:
A comparable alternative; or
A refund (where appropriate).
7.3 We are not liable for failure to perform due to events beyond our reasonable control, including but not limited to:
Government action
Utility failure
Building works
Fire, flood, epidemic
Force majeure events
8. ARRIVAL & DEPARTURE
8.1 Check-in: From 3:00pm
8.2 Check-out: By 11:00am
8.3 Late departure without agreement may result in:
Additional nightly charges; and/or
Immediate termination of access.
8.4 Failure to vacate at the end of the stay will result in daily charges at 150% of the nightly rate plus any associated losses.
9. ACCESS & MANAGEMENT RIGHTS
9.1 We retain the right to access the Property:
For inspection
For maintenance
For emergencies
To enforce these Terms
9.2 Notice will normally be provided except in emergencies.
10. USE OF PROPERTY
10.1 The Property:
Must be used for temporary residential purposes only
Must not be sublet
Must not be used for business, events or parties
10.2 Strict No Party Policy.
10.3 Maximum occupancy must not be exceeded.
10.4 Non-registered visitors are not permitted to stay overnight.
10.5 Smoking is prohibited.
10.6 Pets are not permitted unless agreed in writing.
11. GUEST RESPONSIBILITIES
You agree to:
Keep the Property clean and secure
Return all keys/fobs
Report damage immediately
Comply with building regulations
Respect neighbours
Avoid nuisance or excessive noise
You are responsible for the conduct of all occupants and visitors.
12. ADDITIONAL CHARGES
12.1 General
You are responsible for leaving the Property in the same condition as at check-in, fair wear and tear excepted.
We reserve the right to charge for any loss, damage, breach of these Terms, or additional services required during or following your stay.
All additional charges will reflect the reasonable and actual cost of:
Repair or replacement
Specialist cleaning
Labour and contractor fees
Administration time
Call-out charges
Security services (if required)
Any associated loss of income where the apartment cannot be re-let
Charges may be deducted from your Security Deposit or charged to the payment card provided.
A written breakdown will be provided upon request.
12.2 Examples of Additional Charges
The following are examples of charges which may apply (this list is not exhaustive):
Damage & Breakages
Repair or replacement of damaged furniture, fixtures, appliances or contents — charged at replacement cost including delivery and installation where applicable.
Mattress replacement (where soiled or damaged beyond recovery) — typically from £350–£600 depending on size and specification.
Damaged or missing inventory items — charged at replacement value.
Specialist Cleaning & Excess Cleaning
Additional cleaning where the Property is left in an unreasonable condition — typically £35–£45 per hour.
Specialist cleaning (including biohazard, staining, excessive waste removal) — charged at contractor cost.
Smoking remediation cleaning (including deodorisation, soft furnishing treatment, linen replacement and lost income where applicable) — typically from £400 upwards depending on severity.
Odour removal or deep carpet/upholstery treatment — charged at contractor cost.
Linen & Soft Furnishings (Lost or Damaged)
Bed linen and duvet covers — from £30 per item
Pillowcases — from £15 per item
Bath sheets — from £25 per item
Hand towels — from £15 per item
Bath mats — from £15 per item
Keys, Access Devices & Lock-Out
Lost keys, fobs or access cards — typically £50–£150 depending on security system.
Emergency lock-out call-out — typically £75–£150 depending on time of day.
Full lock replacement (if security compromised) — charged at contractor cost.
Overstay
Failure to vacate by the agreed check-out time without written agreement may result in:
Charges at up to 150% of the nightly rate; and
Any additional costs incurred as a result, including relocation of incoming guests.
Call-Out Due to Nuisance or Breach
Where our team or security are required to attend the Property due to:
Noise complaints
Anti-social behaviour
Breach of these Terms
A call-out charge may apply (typically £100–£250 depending on time and severity).
Additional Services (On Request)
Where provided, additional services will be charged at agreed rates, including but not limited to:
Extra cleaning
Laundry services
Dry cleaning
Extra bed hire
Late check-out
Early check-in
12.3 VAT & Administration
All charges are subject to VAT where applicable.
We reserve the right to include reasonable administrative costs associated with arranging repairs, contractor attendance, replacements, or recovery of losses.
12.4 Price Changes
Guide pricing above reflects typical costs at the time of publication.
Actual charges may vary depending on severity, supplier costs, and market rates at the time of the incident.
13. INTERRUPTION TO SERVICES
We are not liable for temporary interruption of:
Electricity
Water
Broadband
Heating
Building services
Where possible, we will use reasonable endeavours to resolve issues promptly.
14. LIABILITY
14.1 Nothing in these Terms limits liability for:
Death or personal injury caused by negligence
Fraud
Any liability that cannot legally be excluded
14.2 Subject to the above:
We are not liable for indirect or consequential loss
We are not liable for loss of profits or business interruption
Our total liability shall not exceed the higher of:
£1,000; or
The total booking value
14.3 Guests’ personal belongings remain at their own risk.
15. INSURANCE
Guests are strongly advised to obtain:
Travel insurance
Personal possessions insurance
16. LOST PROPERTY
Lost property may be retained for up to 3 months.
Postage and administration costs will apply for return.
17. PRIVACY
Personal data is processed in accordance with our Privacy Policy and UK data protection legislation.
Calls may be recorded for training and security purposes.
18. GENERAL
18.1 We may amend these Terms from time to time.
18.2 If any clause is deemed unenforceable, the remainder shall remain valid.
18.3 These Terms are governed by the laws of England and Wales.
18.4 The courts of England and Wales shall have exclusive jurisdiction.
IMPORTANT LICENCE NOTICE
This agreement is a licence to occupy serviced accommodation only. It does not create a tenancy and does not provide security of tenure. Guests must vacate on or before the agreed departure date.