Booking Terms and Cancellation Policy

ccpstays.com | Updated 9 October 2026

These terms explain your direct booking with CCP Stays Ltd, including payment, cancellation, refunds, damage protection and the rules for your stay. Please read them before booking and keep the version supplied with your confirmation.

1 About us

Your booking contract is with CCP Stays Ltd, registered in England and Wales under company number 17082615. We are responsible to you for providing the booked accommodation and handling payments and refunds, including at properties we manage for owners.

Our registered office and correspondence address is 5 Mapstone Rise, Longwell Green, Bristol, England, BS30 9AE.

Website: ccpstays.com. Booking enquiries and complaints: bookings@ccpstays.com. Guest support and out-of-hours contact: 07782 229399.

2 Making a booking

The lead guest must be at least 18 and authorised to book for their party. They must provide accurate information and ensure everyone in their party follows the disclosed house rules.

Before payment we will show the accommodation, dates, maximum occupancy, full price, cancellation policy, damage protection options and any property-specific requirements.

Your booking becomes binding when we accept it and send a confirmation email. An enquiry or payment authorisation alone does not confirm a booking. If we cannot accept it, payments collected will be refunded.

Check your confirmation and contact us promptly about errors. You may not transfer, resell or sublet the booking without our written agreement.

3 Temporary accommodation

Accommodation is provided for temporary holiday, business or other short stays for the period in your confirmation. It is not intended as a permanent residence.

The legal status of a stay depends on its circumstances. These terms do not remove any housing protection or other statutory rights that apply by law. Longer stays may require additional arrangements agreed before booking.

4 Prices and payment

Prices are in pounds sterling (GBP). The booking price includes applicable taxes, compulsory charges, the standard changeover clean and supplied linen. Optional extras require your express agreement.

Full payment is due when booking. Reservations are administered using Guesty and online payments are processed through GuestyPay. Available payment methods are shown at checkout.

Prices may change before acceptance. Later changes to advertised prices do not alter a confirmed booking price.

Before payment you will be shown the separate damage protection choices in section 12. The £250 deposit is refundable security, not an accommodation charge.

If payment fails, we will contact you and allow a reasonable opportunity to resolve it where practicable. Any cancellation or charge will follow these terms and applicable law. We do not request full card details through ordinary email or messages.

5 Cancellation by guests

Email bookings@ccpstays.com with your name, booking reference and arrival date to cancel. You may also contact us by telephone; we recommend obtaining written acknowledgement. Cancellation takes effect when we receive your clear request, not when we later acknowledge it. Deadlines use local time at the accommodation.

Seven days or more before the scheduled 4pm check-in time: cancel free of charge for a full refund of payments made for the booking, including any paid damage waiver and refundable deposit.

Less than seven days before check-in: a cancellation charge may apply, up to the accommodation booking price. It will reflect reasonable losses directly resulting from cancellation, accounting for costs saved and income from rebooking. We will take reasonable steps to reduce losses and refund any remaining balance.

If rebooking later creates a further refund entitlement, we will notify you and process it. A security deposit will not be retained for cancellation. A damage waiver paid for a stay that does not take place will be refunded.

We do not currently offer a separate non-refundable accommodation rate.

6 Cooling off rights

Accommodation other than for residential purposes booked for a specific date or period is normally exempt from the automatic 14-day cooling-off right for online contracts. Your agreed cancellation policy and applicable statutory rights still apply.

7 Changes no shows and early departure

Changes to dates, property or guest numbers depend on availability. We will explain any price difference or applicable charge before you agree. Changes are confirmed in writing.

If a requested change is unavailable and you cancel, section 5 applies. Contact us promptly if your arrival is delayed.

No-shows and early departures do not automatically qualify for an accommodation refund. Any amount retained must reflect reasonable losses, costs saved and rebooking income. This does not affect remedies where you leave because we have failed to provide the stay as agreed.

8 Cancellation or disruption by us

If we cannot provide your accommodation, we will tell you promptly. We may offer an alternative and explain differences in location, facilities or price. You may accept or decline.

If you decline or no suitable alternative is available, we will refund payments for accommodation and associated services we cannot provide, including unused damage protection payments and deposits.

If only part of the stay is affected, we will arrange an appropriate remedy for the affected part. These provisions do not limit additional legal remedies. We do not retain payment for accommodation we cannot supply merely because the cause was outside our control.

9 Refund processing

We will initiate refunds without undue delay and normally within seven calendar days after establishing that a refund is due. Any shorter legal deadline takes priority.

Refunds normally go to the original payment method. If that is genuinely unavailable, we will agree a secure alternative. We will not require a voucher instead of a monetary refund to which you are entitled.

Banks and payment providers may require additional time to credit funds. We will confirm when we initiate a refund.

10 Arrival and departure

Check-in is from 4pm and check-out is by 10am, unless a different arrangement is expressly agreed in writing.

Early check-in and late check-out depend on availability. Contact us for options and pricing; any fee must be agreed in advance.

Access instructions are supplied after completion of the booking requirements disclosed before payment. An unauthorised late departure may result in reasonable, evidenced additional costs caused by the delay, rather than an arbitrary penalty.

11 Guest registration and identification

We require completion of an online check-in form and photo identification through a link to our guest verification software. We will explain requirements before booking and process information under our Privacy Notice.

Provide accurate details and the requested names of guests. If there are reasonable concerns about fraud, false information or verification, we may request clarification and take proportionate action. We will give a reasonable opportunity to resolve an issue where practicable. Access refusal, cancellation and any retained payments must be justified by the circumstances and law.

12 Damage waiver or refundable deposit

Before payment, you will be offered two alternatives for each booking. You pay one, not both.

Option A — £30 accidental damage waiver per booking. This is a non-refundable fee for a stay that takes place. CCP Stays Ltd waives your liability for accidental damage to the accommodation and its contents during that stay, with no monetary limit and no excess. We will not seek additional payment from you for accidental damage covered by this promise. It is our contractual waiver, not an insurance policy sold to you or a guarantee of third-party insurance cover. Please report accidents promptly so we can make the property safe; delayed reporting alone does not remove the waiver for an accident.

The waiver does not remove liability for deliberate damage, theft, missing items or reasonable exceptional cleaning costs that are not accidental damage. Accidental damage remains covered even if another house rule was breached; a breach alone does not turn an accident into deliberate damage. Any claim outside the waiver must be evidenced and reasonable. Cancellation refunds follow sections 5 and 8.

Option B — £250 refundable security deposit per booking. This is collected as an actual payment, not a card hold. Collection timing will be shown before booking. After inspection, we will initiate its refund to the original method within seven calendar days after check-out, subject to justified deductions under section 13.

If a claim is unresolved, we will explain it promptly and refund the undisputed balance within that period. We will keep you updated and release the remaining amount promptly once resolved. Bank processing may take additional time.

Choosing the refundable deposit does not waive liability for damage. The deposit is security, not a cap on reasonable losses for which you are legally responsible.

13 Damage claims and additional costs

Guests must take reasonable care and promptly report damage. With the refundable deposit option, you may be responsible for reasonable, evidenced losses caused by you or your party. With the waiver option, accidental damage is covered as described in section 12.

Fair wear and tear, pre-existing damage, ordinary maintenance and standard changeover cleaning are excluded from claims. Repair or replacement costs must account for age and condition and must not unfairly fund an improvement.

Claims may include justified repairs, missing items, necessary replacement keys or fobs, reasonable locksmith costs and exceptional cleaning. We do not impose automatic smoking, party or noise fines or charge on unsupported suspicion.

Before a deduction or request for payment, we will explain the claim, provide evidence such as photographs, invoices or quotations, and give you a reasonable opportunity to respond. We will avoid double recovery.

These terms do not authorise unrestricted charges to a stored card. Any additional payment must comply with your authorisation and applicable payment provider and card scheme rules. An invoice may be issued for a properly established outstanding claim.

14 Occupancy visitors pets and smoking

Observe the occupancy limit disclosed before booking. Visitors are permitted provided their names are supplied to us in advance and occupancy, safety and property-specific restrictions are respected. Visitors may not stay overnight unless added to the booking with our agreement.

Parties and events are prohibited. Do not cause nuisance or engage in illegal activity.

Smoking and vaping are not permitted inside any property. Follow any disclosed restrictions for outdoor areas.

Pets are allowed only at selected properties and with our prior approval. Any pet charge will be disclosed and agreed before booking. These restrictions do not override applicable obligations concerning assistance animals and reasonable adjustments.

15 Quiet hours and safety

Quiet hours vary by property and will be shown before booking and in the arrival information. Some properties have quiet hours of 11pm to 6am. Avoid unreasonable disturbance at all times.

Do not tamper with alarms, fire equipment or security devices. Keep escape routes clear, follow safety notices and use appliances safely. Do not bring hazardous substances or use candles or open fires unless a facility is expressly provided and permitted.

Follow parking, waste and recycling instructions. Secure the property and return keys, fobs and permits as instructed. Charge electric vehicles only through expressly approved facilities; do not use domestic sockets or run cables through windows without permission.

16 Cleaning linen and longer stays

Standard changeover cleaning and all supplied linen are included in the booking price. Leave the property reasonably tidy and dispose of rubbish as instructed.

For longer stays we recommend an optional clean and linen change every fortnight. Frequency and price will be agreed with you before arranging it. It is not a compulsory additional charge under these terms.

Exceptional cleaning beyond an ordinary changeover may be charged only where reasonably justified and evidenced, subject to the accidental damage waiver where applicable.

17 Serious breaches and property access

For serious safety risks, deliberate damage, illegal activity or significant disturbance, we may take reasonable and proportionate action. Where appropriate, we will explain the issue and allow an opportunity to resolve it. Serious cases may require ending the stay or contacting authorities, following applicable law.

Ending a stay does not automatically forfeit every payment. Charges and refunds depend on the circumstances, reasonable losses and your legal rights.

We may require access for agreed cleaning, repairs or maintenance, with reasonable notice at a reasonable time where practicable. Emergencies or urgent risks to people or the property may require immediate access. We will respect privacy and minimise disruption.

18 Security cameras and noise monitors

Some properties have external Ring doorbells recording entrance video and audio. Some have noise monitors measuring sound levels without recording conversations.

The property listing will disclose which devices are present, their location and purpose before booking. Privacy information will explain recording and retention arrangements.

We do not permit undisclosed surveillance or cameras in bedrooms, bathrooms or other private interior areas. Do not obstruct or tamper with disclosed devices.

19 Problems and emergencies

Report problems promptly to bookings@ccpstays.com or 07782 229399 so we can try to resolve them. Delayed reporting does not automatically remove statutory rights.

If accommodation is unavailable, materially different from its description or services fall below legally required standards, we will provide an appropriate remedy. This may include repairs, alternative accommodation, a price reduction or a partial or full refund.

In an immediate emergency call 999. Follow evacuation instructions, leave belongings behind and move to safety. Do not tackle a fire if it could put anyone at risk. Once safe, contact us on 07782 229399.

20 Travel disruption and personal belongings

Illness, transport disruption, poor weather or changed plans do not automatically create a refund entitlement beyond the agreed cancellation policy. We will consider circumstances and applicable rights. If we cannot supply the stay, section 8 applies.

We recommend suitable travel insurance. Take reasonable care of personal belongings. Nothing here excludes our legal responsibility for loss caused by our breach or negligence.

21 Complaints

Email bookings@ccpstays.com or write to our correspondence address with your booking reference, the issue and the outcome sought.

We aim to acknowledge complaints within three working days and provide a substantive response within 14 calendar days. If investigation takes longer, we will explain and keep you updated.

For unresolved complaints we will provide alternative dispute resolution information where required by law and explain whether we are obliged or willing to participate. You may still contact your payment provider, seek advice or exercise legal rights.

22 Privacy and cookies

Our Privacy Notice at https://ccpstays.com/privacy-policy explains how personal information is used for bookings, verification, payments and security, including relevant recipients, retention, lawful bases and your rights.

Accepting booking terms does not constitute consent to marketing. Where consent is required for cookies or similar technologies, we will obtain it before use and provide a way to withdraw it. Cookie information and controls will be available through the website.

Guesty, GuestyPay and any verification providers process information according to their roles and the arrangements explained in the Privacy Notice.

23 Third party booking platforms

Bookings made through Airbnb, Booking.com, Vrbo or another platform follow the payment and cancellation terms agreed on that platform. Our house rules and additional requirements apply only where disclosed and incorporated into that booking.

We do not retrospectively override platform booking conditions. Use the platform cancellation process where required.

24 Our responsibility and consumer rights

We will provide services with reasonable care and skill and are responsible for losses for which we are liable under applicable law, including foreseeable losses caused by our breach.

We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded.

Nothing in these terms removes statutory consumer rights or prevents a legitimate payment dispute.

25 Governing law and general terms

These terms are governed by the laws of England and Wales, subject to mandatory consumer protections that apply where you live. You may bring proceedings in any court available under applicable consumer law.

If a provision is unenforceable, remaining provisions continue where lawful. A delay in exercising a right does not automatically waive it.

These terms, binding property information and your confirmation form the booking agreement. We do not exclude legally binding pre-contract information. Later website updates do not retrospectively reduce rights under a confirmed booking.

Contact CCP Stays Ltd at bookings@ccpstays.com or 07782 229399 with questions.

CCP Stays Ltd • Booking terms |