Terms & Conditions
Last Updated: 1 January 2024
These Terms & Conditions (“T&Cs”) set out the basis on which Ruby Immobilien Services Ltd, trading as Ruby Stays, provides serviced accommodation in the United Kingdom. Ruby Immobilien Services Ltd is a company registered in England and Wales with its registered address at 18–36 Wellington Street, Suite 103b, London, England, SE18 6PF (“Ruby Stays”, “we”, “us”, “our”). By making a booking with Ruby Stays, you agree to be bound by these T&Cs.
1. Definitions and Interpretation
“Accommodation”: A serviced apartment or other temporary lodging provided by Ruby Stays. “Booking Agreement / Booking Confirmation”: Written confirmation issued by Ruby Stays accepting your booking. “Booking Details”: The specifics of your booking including address, dates, rates, number of guests, check-in/out times, and additional conditions. “Booking Fee”: Total amount payable for the accommodation including mandatory fees and taxes. “Customer”, “you”: The person or company making the booking and responsible for all guests. “Deposit / Security Deposit”: Refundable deposit held against damages, additional charges or breaches of these terms. “Early Departure”: When a guest leaves before the booked check-out date. “Guest”: The Customer and anyone authorised to stay in the accommodation. “Personal Data”: Any information relating to an identifiable person. “Services”: Provision of serviced accommodation and any added services. All other defined terms follow standard contractual meaning.
2. Reservations & Booking Agreement
A booking becomes confirmed only when Ruby Stays issues a Booking Confirmation in writing. By making a booking, the Customer confirms they are over 18 and authorised to accept these T&Cs. The Booking Agreement consists of the Booking Confirmation and these T&Cs. If there is a conflict between the two, the Booking Details prevail. Descriptions, images and layouts of apartments are for guidance only. These T&Cs apply exclusively and supersede any other terms.
3. Prices, Payment, Deposits & Additional Charges
All prices are in GBP unless stated otherwise. Payment must be made before check-in unless alternative arrangements are agreed in writing. Accepted methods include bank transfer and card payment. Failure to pay may result in suspension or cancellation of the booking. A refundable Security Deposit may be required, held against damages, lost keys, excessive cleaning, unauthorised guests or unpaid charges. Additional Charges include (but are not limited to) damage, excessive cleaning, smoking, lost keys, unauthorised late check-out, and additional concierge or housekeeping services.
4. Accommodation & Use
Ruby Stays provides temporary serviced accommodation only. No tenancy, lease or assured shorthold tenancy is created. Guests must not attempt to register the property as their permanent address. Maximum occupancy limits apply. Ruby Stays may access the property for housekeeping, maintenance, urgent repairs or emergencies. Guests under 18 must be supervised by an adult.
5. Check-In & Check-Out
Check-in is typically from 15:00 and check-out is usually by 10:00, unless stated differently in the Booking Details. Access instructions are provided once payment, security deposit and pre-check-in forms are completed. Guests must notify Ruby Stays of any issues or damages within 24 hours of arrival.
6. Cancellations, Amendments & Early Departure All cancellations and amendments must be made in writing. Standard cancellation terms (unless otherwise stated): Early Departure is treated as a cancellation of remaining nights. Ruby Stays may amend or cancel bookings due to operational reasons or force majeure.
7. Guest Responsibilities & House Rules
Guests must respect the property, neighbours and building rules. No parties, gatherings, smoking or vaping inside the accommodation. No illegal activity is permitted. Pets are not allowed unless agreed in writing. Guests must keep the property clean and report damages promptly. Lost keys or access cards may incur replacement fees. Ruby Stays is not responsible for loss or damage to guest belongings.
8. Insurance, Corporate & Insurance Relocation Stays
Customers booking on behalf of companies or insurers confirm they are authorised to do so. Ruby Stays does not insure guests’ belongings; guests are advised to have their own travel or contents cover. Insurance relocation stays must follow any requirements set by the insurer.
9. Data Protection & Privacy
Ruby Stays processes personal data in accordance with UK GDPR and the Data Protection Act 2018. Data may be used for booking administration, identity verification, legal compliance and communication. Ruby Stays will never sell personal data to third parties, and will only share data with required service providers, regulators or law enforcement when legally necessary.
10. Limitation of Liability
Ruby Stays’ liability is limited to the total amount paid for the booking, except where liability cannot be excluded by law (e.g., death or personal injury due to negligence). Ruby Stays is not liable for loss of profits, business interruption, or damage to guests’ personal belongings.
11. Force Majeure
Ruby Stays is not liable for delays or failures caused by events beyond its control, including but not limited to natural disasters, pandemics, transport failures or utility outages. In such cases, Ruby Stays may cancel or amend bookings or offer refunds or credits where appropriate.
12. Termination of Stay
Ruby Stays may terminate a stay immediately if guests breach these T&Cs, cause damage, disturb neighbours, engage in illegal activity, provide fraudulent information or behave in a way that risks property or safety. No refund will be provided in such cases.
13. Complaints
Ruby Stays aims to resolve any concerns promptly. Complaints should be submitted to during your stay so we can address issues quickly.
14. Governing Law
These Terms & Conditions and any Booking Agreement are governed by the laws of England and Wales. Any disputes shall be resolved exclusively by the courts of England and Wales.