Terms & Conditions

Francha Stays | Operated by Francha Limited

Please read these Terms & Conditions carefully before making a reservation.

These terms apply to all bookings with Francha Stays, whether made directly through our website or via third-party platforms such as Airbnb, Booking.com and Vrbo.

By confirming a booking or staying at one of our properties, you agree to these Terms & Conditions and accept responsibility for all guests and authorised visitors included in your booking.

1. Bookings & Payments

All bookings are subject to availability and confirmation.
Payment terms depend on the booking channel and must be satisfied before check-in unless otherwise agreed in writing.
Direct booking payments are processed securely through Stripe and may be managed via Smoobu.
Third-party bookings are also subject to the relevant platform's terms.
Any booking extension remains subject to these Terms & Conditions.

The lead guest must be at least 18 years old and may be required to provide valid photographic identification.

2. Security Deposits & Guest Verification

To protect our properties and ensure a safe experience for everyone, a refundable security deposit or card pre-authorisation is required for all direct bookings and non-Airbnb bookings.

Security deposit: £250–£500, depending on the booking.
Deposits and card authorisations are managed securely through our payment providers.
Guests may be responsible for reasonable costs relating to damage, missing items, additional cleaning or breaches of these terms.
Airbnb bookings do not require a separate deposit collected by Francha Stays. Any claims are managed through the Airbnb Resolution Centre where applicable.

Guests must complete any required identification and security authorisation before check-in.

3. Occupancy & Visitors

Our properties are provided exclusively for temporary residential accommodation.

Maximum occupancy limits must never be exceeded.
Only guests included in the confirmed booking may stay overnight.
Visitors require prior approval from Francha Stays.
All approved visitors must leave by 10:00 pm, unless otherwise agreed in writing.
Unauthorised overnight guests may incur a charge of typically £100 per person, per night, reflecting reasonable costs and losses.

Bookings cannot be transferred, assigned or sublet to another person.

4. Parties, Noise & Neighbour Consideration

We operate a strict no parties, events or unauthorised gatherings policy.

Our properties are located in residential neighbourhoods, and we ask all guests to respect those living nearby.

Quiet hours: 10:00 pm – 7:00 am

Excessive noise, antisocial behaviour, neighbour disturbances and unauthorised gatherings are prohibited.

Where breaches occur, reasonable charges may apply, including:

BreachTypical chargeExcessive noise requiring intervention£150Unauthorised party or gathering£300Security or management call-out£150Serious breach requiring termination or enforcement£500

Charges reflect reasonable costs and losses incurred and may vary according to the circumstances.

Serious breaches may result in termination of your booking, subject to applicable law.

5. Smoking, Vaping & Illegal Activity

Smoking and vaping are strictly prohibited inside all Francha Stays properties.

Illegal activity is not permitted and may be reported to the relevant authorities.

Where additional cleaning or remediation is required, typical charges include:

Smoking indoors: £250
Specialist cleaning for smoke, drugs or contamination: minimum £500 or actual reasonable costs where higher

6. Pets

Pets are not permitted unless agreed in writing before arrival.

Unauthorised pets may result in a charge of typically £150 where additional cleaning or remediation is required.

Assistance dogs are accommodated in accordance with applicable law.

7. Property Care, Cleaning & Damage

We take pride in providing clean, comfortable and well-maintained accommodation.

Guests are expected to treat the property, furnishings and equipment with care and leave the accommodation in a reasonably clean and tidy condition.

Please report any accidental damage, maintenance issues or safety concerns promptly.

Where additional cleaning, repairs or replacement items are required due to guest actions, reasonable charges may apply.

ItemTypical chargeExcessive cleaning£60–£150Biohazard or extreme cleaningMinimum £250 or actual costMinor damage or missing items£50–£150Lost keys or lock replacement£120–£250Furniture, appliances or fixturesReasonable repair or replacement cost

Normal wear and tear is excluded.

Towels must not be used for make-up removal, hair dye, footwear or cleaning. Furniture must not be removed from the property or moved outdoors.

8. Longer Stays, Cleaning & Linen

We welcome longer-term guests, including contractors, corporate travellers, relocating families and insurance accommodation bookings.

To maintain our high standards:

Stays of more than 21 consecutive nights

Guests will be offered the option of additional mid-stay cleaning and/or linen and towel changes.

These services are chargeable at our prevailing rates unless expressly included in your booking and must be arranged in advance, subject to availability.

Stays of more than 28 consecutive nights

Fortnightly cleaning is included in the accommodation price, with linen changes provided on every other clean unless otherwise agreed.

9. Check-In & Check-Out

Check-in instructions and access information will be provided before arrival, subject to completion of any required guest verification.

Check-out: 10:00 am, unless otherwise agreed.

Guests must vacate the property at the agreed time and return keys or access devices as instructed.

Early check-in and late check-out may be available by prior arrangement.

10. Safety, Security & Property Access

For everyone's safety, guests must:

Secure doors and windows when leaving the property.
Keep fire exits and escape routes clear.
Never interfere with smoke alarms, carbon monoxide detectors or safety equipment.
Report maintenance and safety concerns promptly.
Follow any property-specific safety instructions.

Francha Stays may require access for essential inspections, maintenance, emergencies or investigation of suspected breaches. Reasonable notice will be provided where practicable, subject to applicable law.

External CCTV may be in operation at entrances, driveways or other external areas for security purposes.

No recording equipment is installed inside our properties.

11. Booking Cancellation & Early Departure

Cancellation terms and refund eligibility are determined by the cancellation policy agreed when the booking was made.

For bookings through Airbnb, Booking.com or other platforms, the applicable platform cancellation policy will also apply.

Early departures do not automatically entitle guests to refunds.

Where serious misconduct or breaches of these Terms & Conditions occur, Francha Stays may terminate the booking where legally permitted. Any refund entitlement will be assessed in accordance with the booking terms and applicable law.

12. Temporary Accommodation & Licence to Occupy

Francha Stays provides accommodation for temporary stays, including leisure, business, contractor and relocation purposes.

Bookings are intended to grant a personal licence to occupy the property for the agreed booking period, rather than create a tenancy or other interest in land.

Guests must not assign, transfer or sublet their booking.

Francha Stays retains responsibility for the overall management and maintenance of its properties.

Guests must vacate at the agreed checkout time unless an extension has been confirmed in writing.

Unauthorised occupation beyond the agreed booking period may result in additional accommodation charges and reasonable losses.

The legal status of occupation and any statutory rights will be determined by applicable law and the circumstances of the stay.

13. Additional Charges & Recovery

Where a guest breaches these terms, Francha Stays may seek recovery of reasonable and evidenced costs or losses.

Claims may be supported by photographs, external CCTV, noise monitoring records, invoices, staff reports or neighbour complaints.

Where authorised and legally permitted, charges may be recovered through:

The payment method provided at booking.
The relevant booking platform's resolution process.
An invoice or appropriate legal recovery process.

Charges are not intended to penalise guests and will reflect reasonable losses or costs incurred.

14. Lost Property

Items left behind will be retained for up to 14 days, where reasonably practicable.

Guests are responsible for any postage and packaging costs associated with returning belongings.

Unclaimed items may be disposed of after this period.

15. Wi-Fi & Utilities

Complimentary Wi-Fi is provided at our properties.

While we make every reasonable effort to maintain reliable services, occasional interruptions may occur due to circumstances beyond our control.

Guests should report any issues promptly so we can investigate and assist.

16. Waste & Recycling

Guests are expected to dispose of rubbish responsibly using the bins provided and follow any property-specific recycling instructions.

17. Liability & Unforeseen Circumstances

Francha Stays takes reasonable care to provide safe, clean and comfortable accommodation.

We are not responsible for losses caused solely by circumstances beyond our reasonable control, except where liability cannot legally be excluded.

Nothing in these terms excludes or restricts liability where doing so would be unlawful or affects guests' statutory consumer rights.

18. Disputes & Complaints

We are committed to providing excellent customer service and resolving concerns promptly.

Guests are encouraged to report any issues during their stay so we have an opportunity to investigate and resolve them.

Where possible, please raise any post-stay concerns within 7 days of checkout. This does not restrict your statutory rights.

19. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply.

20. Contact Us

If you have any questions regarding your booking, our properties or these Terms & Conditions, please contact us.

Francha Stays

Operated by Francha Limited

Company Registration Number: 16508549

Website: www.franchastays.co.uk

We are always happy to assist and look forward to welcoming you.