Every StayLocal site ships with a terms and conditions page. You can see a working example here: [https://cove.demo-sites.uk/terms]. It is deliberately plain and covers the basics that most owners need on day one.
That page is not optional decoration. It is one of the simplest and most effective protections you can put in place.
Why it matters
When a guest books direct they are dealing with you, not a big platform that sits in the middle. That is the point of running your own site. It also means the rules of the stay live with you.
Clear written terms reduce arguments before they start. They set expectations on deposits, cancellation, arrival times, dogs, damage, smoking, parties, and anything else that regularly causes friction. When something goes wrong you can point to the page rather than argue from memory or email threads.
This cuts down on:
- Disputes that eat into your time
- Charge-backs from card companies
- Situations that escalate toward formal complaints or legal action
Most problems that end in a charge-back or a solicitor’s letter begin with a gap in the rules or a misunderstanding about what was agreed. A short, readable set of terms closes many of those gaps.
It is never finished
Terms and conditions are not a one-and-done job. New issues appear over time. A guest leaves the hot tub on all night. Someone hosts an unapproved gathering. A dog is left alone and barks for hours. A late cancellation arrives the day before check-in and the guest expects a full refund.
Each time something new crops up you add or tighten the relevant clause. The document evolves with the property and with the kinds of guests you actually get. Treating it as a living page is part of the job of running a direct booking site.
How we handle it
Every site we build includes a straightforward starting set of terms. The demo version shows the structure: bookings, cancellations, arrival and departure, dogs, damage, and contact. The language is kept short and practical so guests will actually read it.
We then help you tailor it. You simply tell us:
- Extra rules you want added (hot tub hours, no parties, maximum occupancy, quiet hours, parking limits, etc.)
- Any standard clauses you prefer to remove or soften
We draft the updated version and send it back for your approval before it goes live. You stay in control of the wording. We just make sure it is clear, consistent, and easy to update later.
Practical rules that work
Keep it simple. Long legal documents that nobody reads are almost as useless as having no terms at all. Short paragraphs, plain English, and clear headings win.
Do not overlook the page once it is live. When a complaint arrives, the first thing you do is open the terms and check what was actually agreed. Referring back to the written rules stops most conversations from drifting into “he said, she said”.
Accept the obvious: if an issue is not covered in the current version, you will have to deal with it this time. Take responsibility, resolve it fairly, then update the terms so the same gap does not bite you again. That is normal. Every owner learns the hard way once or twice. The goal is simply to make those lessons less expensive each time.
A solid terms page will not stop every difficult guest. It will stop a lot of unnecessary ones, and it will give you a clear position when the awkward ones do appear. That alone makes it worth the small amount of attention it needs.
Example clauses you can use
Here are practical, plain-language example clauses. They match the simple style we recommend. You can mix and match, tighten the numbers to suit your property, or drop any clause that does not apply.
Deposits
A booking is confirmed once we receive the deposit. We ask for 30% of the total holiday cost at the time of booking. The deposit is non-refundable except in the limited cases set out in the cancellation section below.
Balance payments
The remaining balance is due 8 weeks before your arrival date. We will send a reminder with payment details. Bookings made less than 8 weeks before arrival must be paid in full at the time of booking. If the balance is not received by the due date we may cancel the booking and retain the deposit.
Damage and security deposit
We do not normally take a separate damage deposit. You are responsible for any loss or damage beyond normal wear and tear. If something is broken, missing or soiled beyond reasonable use we will charge the actual cost of repair or replacement. We will always discuss this with you first and provide evidence where possible.
Cancellations by the guest
If you need to cancel, please tell us in writing as soon as possible.
- More than 8 weeks before arrival: we refund the deposit less a £50 administration fee.
- Between 8 weeks and 4 weeks: the deposit is retained.
- Less than 4 weeks: the full holiday cost is payable.
We strongly recommend you take out travel insurance that covers cancellation.
Cancellations by us
If we have to cancel for any reason outside your control (for example serious damage to the property or illness), we will refund all money paid in full. We are not responsible for any other costs you may incur, such as travel or alternative accommodation.
Arrival and departure
Check-in is from 4pm on the day of arrival. Check-out is by 10am on the day of departure. Early check-in or late check-out may be possible by prior arrangement and is subject to availability. Keys must be returned as instructed. Failure to leave by the stated time may result in an additional night’s charge.
Maximum occupancy
The property sleeps a maximum of [X] guests. Only the people named on the booking may stay. Additional guests are not permitted without our prior written agreement. We reserve the right to refuse entry or end the stay early if the occupancy limit is exceeded.
Dogs and pets
Up to two well-behaved dogs are welcome by prior arrangement only. An additional cleaning fee of £[X] applies. Dogs must not be left unattended in the property, must not go upstairs or on the furniture, and must be kept under control at all times. We reserve the right to ask you to leave without refund if these rules are broken.
House rules
No smoking or vaping inside the property. No parties, events or commercial photography without prior written permission. Quiet hours are from 11pm to 8am. Please leave the property clean and tidy, with all rubbish bagged and ready for collection.
Liability
We take reasonable care to keep the property safe and well maintained. We are not liable for any loss, damage or injury caused by events outside our reasonable control, or for any loss of personal belongings. You use the property and any facilities (including outdoor areas, hot tubs or garden equipment) at your own risk.
When you have a list of the extras or changes you want, send them across and we will draft a clean version for your approval.
