General Booking Terms & Conditions

By booking accommodation with Sorted Stay, you are agreeing to the following terms and conditions:

  1. Your Booking
    • Your booking is with Prestige SA Management Limited T/A Sorted Stay(herein referred to as “Sorted Stay”) which is a Limited Company registered in England and Wales, 10753612, 156 Blenheim Chase, Leigh-On-Sea, United Kingdom, SS9 3HH
    • References to You or Your Booking are references to the person or organisation making the booking with Sorted Stay
    • These terms apply to bookings made via the Sorted Stay website, by email or telephone or in person with Sorted Stay or via any third-party agency or website. Please note that you may also be subject to additional terms and conditions as agreed by you at time of making your booking via the third-party agency
    • You agree that the booking is for a short term stay for leisure, business or temporary purposes and does not give rise to an assured shorthold tenancy or lease and is an excluded agreement within the meaning of s.3A(7)(a) of the Protection from Eviction Act 1977


  1. Confirmation
    • You will receive a confirmation email confirming the details of your booking. If you do not receive this or lose it, you can request a copy from us by contacting
    • The total price for your accommodation will be presented to you before you confirm your booking
    • For bookings of 1-28 nights booked via our website or any OTA or third party website, your booking is not considered as confirmed until you have verified your ID, provided valid payment and paid any security deposit due. Sorted Stay reserves the right to cancel your booking at any time and without further notice, if any of these requirements are not fulfilled


  1. Payment
    • Standard Flexible Rates – 1-28 nights: A valid credit card will be required when making your booking. Payment will then be charged 7 days prior to your arrival, along with the security deposit
    • Advance Purchase & Promotional Rates – 1-28 nights: Full prepayment will be required at the time of booking in order to confirm your reservation, along with the security deposit
    • Bookings longer than 28 nights: Additional days confirmed beyond 28 days will be invoiced and due for payment 7 days before the period commences, or as otherwise agreed by Sorted Stay and you in advance. Where a credit card is provided, Sorted Stay will process payment against that card when payment is due
    • A security deposit of £250 (or as specified in your booking) is also required to confirm your booking
    • If Sorted Stay is unable to unable to receive the accommodation and security deposit payments when due, it reserves the right to cancel the booking without further notice to you, and Sorted Stay will not be liable for finding alternative accommodation for you if your original accommodation with Sorted Stay becomes unavailable
    • Your booking is only confirmed, and a legal contract concluded, when full payment as due is received by Sorted Stay, as well as ID and deposit requirements as listed in 2.3 above. Without such payment or confirmed ID, there is no confirmed booking or contract between you and Sorted Stay
    • All payments shall be made by Credit or Debit Card, or bank transfer. Sorted Stay does not charge booking fees or credit or debit card fees
    • Alternative payment terms for companies and frequent bookers can be negotiated and agreed on a case-by-case basis. Please contact us at to discuss your requirements. Additional terms may apply


  1. Rates
    • Rates for accommodation are subject to change at any time in line with demand. This does not confer upon Sorted Stay any right to require additional payment where the rate for your accommodation increases and nor does it confer any right on you to a discount if the price decreases
    • Bookings are made on Standard Flexible Rates or Promotional Rates; payment and cancellation terms for both are outlined in Clauses 3, 5 and 6
    • Company rates and Extended Stay rates are available on request and subject to minimum-use policy. Please contact us at to discuss your requirements. Additional terms may apply


  1. Cancellation By You/The Guest
    • Standard Flexible Rates – 1-28 nights: You as the Guest or booker may cancel the booking at any time up to 7 days prior to the check-in date and a full refund will be made to the credit card used to confirm the booking. Please allow up to 14 days for a refund to appear on your statement
    • Standard Flexible Rates – 29+ nights: You as the Guest or booker may cancel the booking at any time up to 14 days prior to the check-in date and a full refund will be made to the credit card used to confirm the booking. Please allow up to 14 days for a refund to appear on your statement. For any reduction in booking length please see Clause 7 below
    • Advance Purchase & Promotional Rates: Bookings made on Advance Purchase or Promotional Rates can be cancelled but are non-refundable. Any refund will be at Sorted Stay’s discretion and then only if it is able to secure a replacement booking for the accommodation, in which case it shall make a refund to you of your original booking value, less an administration fee of £15 and less any difference in price where the replacement booking was of a lesser value


  1. Cancellation By Sorted Stay
    • Sorted Stay reserves the right to cancel bookings at any time where necessary and when due to reasons outside of Sorted Stay’s control. In the event of such cancellation, the guest will receive a full refund
  2. Reduction In Duration After Arrival
    • Any reduction of Booking duration must be notified to Sorted Stay by email to
    • Bookings originally confirmed at under 7 days duration can be shortened by you, but no refund of confirmed nights will be given
    • Bookings originally confirmed at 7-28 days duration may be amended with 7 days’ notice. Where you give less than 7 days’ notice of duration reduction, Sorted Stay may charge and you will be liable for a minimum cancellation fee equivalent to the full booking value to the original departure date, or 7 days rental, whichever is the lower
    • Bookings originally confirmed at more than 28 days duration may be amended with 14 days’ notice. Where the Client gives less than 14 days’ notice of duration reduction, Sorted Stay may charge and you will be liable for a minimum cancellation fee equivalent to the full booking value to the original departure date, or 14 days rental, whichever is the lower
    • For reduction of a booking that takes the booking into a higher rate tier, the nightly rate for the consumed period will be adjusted to reflect the higher rate and any additional payment due shall be paid immediately
    • Rebooking of accommodation following cancellation is subject to availability and any waitlist. The rate previously offered is not guaranteed


  1. Guest Lounge - Pre-Registration, Online Check-In, Accommodation Access
    • Guest Lounge: As a Sorted Stay guest you have access to the online Guest Lounge where you can manage your bookings, provide ID documentation and complete our check-in process. You can create a log-in for this during the reservation process or request a ‘magic link’ for simple one-click access from the email you will receive
    • Pre-Registration: Once your booking is confirmed, you will need to enter the Guest Lounge on online to complete the pre-registration process and provide your ID documents and face picture/selfie for security purposes. Please note this is a legal requirement for access to your accommodation
    • Online Check-In: On the day of arrival, you will need to complete the online check-in and it is a requirement of entry to your accommodation that this is completed
    • Check-in time: 4pm unless expressly agreed otherwise by Sorted Stay. Sorted Stay may charge an additional fee for and early check-in. Should you require this, please contact us at least 24-hours prior to your arrival so we can advise if it is possible.
    • Accommodation Access: Information required to gain access to your booked accommodation will be only provided on the day of arrival and only when full payment has been received and you have completed the pre-registration and online check-in
    • Please note that if you have not completed the pre-registration and check-in process before 18:00 on the day of arrival, access to your booked accommodation will not be possible and your booking will be cancelled without further notice and no refund of the booking costs will be made


  1. Check-Out
    • Check-out time is 11am unless expressly agreed otherwise by Sorted Stay
    • Any late checkout requested may incur a charge and will need to be coordinated with Sorted Stay at at least 24 hours before the appointed checkout time of 11AM, otherwise it may be considered as Overstaying and charges may be applied (see Clause 13 below)


  1. Your Accommodation
    • Sorted Stay provides serviced accommodation in fully-furnished private apartments or houses and not hotel rooms in a full-service hotel environment. Please note we do not serve food or facilitate delivery of any other service
    • Equipment, furnishings, and amenities will vary by accommodation location so please ensure your chosen accommodation meets your requirements as it may not be possible to adjust either your selected accommodation or to move to alternative once you’ve arrived. Full details of all our accommodation can be found at
    • Included in your apartment/house will be appropriate linen and towels for the beds provided
    • Sorted Stay provides a starter pack of essential including shower gel, soap and shampoo per registered guest, cleaning materials, 2 dishwasher tablets, washing up liquid, cloths and tea-towels for your use. Please note we do not provide replenishment of these items during your stay
    • A weekly cleaning service is provided for stays of 7 nights or more. Additional cleaning services can be provided on request and for a fee, and are subject to the availability of Sorted Stay cleaning staff


  1. Book Direct Benefits
    • If you book directly with Sorted Stay at our website or via our reservations team, your booking will qualify for special benefits as listed on our website and/or in your confirmation email
    • These benefits are offered as a gesture of thanks for booking directly with us and are subject to change or withdrawal at any time where necessary or due to reasons beyond our control. Should any benefit not be available for your stay, Sorted Stay is not obliged to offer an alternative, but will do its best to do so


  1. House Rules
    • You, and any guests you invite to your accommodation must:
      • Not smoke on the premises. All apartments and common spaces in our accommodation is strictly non-smoking including balconies, gardens or terraces as available by location. You and your guests may only smoke outside of the property;
      • Not bring any pets into the premises, with the exception of assistance dogs or unless expressly agreed by Sorted Stay;
      • Not bring any potentially dangerous or hazardous materials or equipment or illegal substances onto the premises;
      • Not tamper with any fire alarms or emergency equipment;
      • Not remove, damage or destroy any Sorted Stay property;
      • Not use any technology provided by Sorted Stay to download or access any unlawful or obscene material;
      • Not cause unreasonable disturbance to other guests of Sorted Stay or residents in neighbouring properties;
      • Not make excessive noise particularly after 9:00pm and especially from televisions and other electronic devices
      • Not use any Sorted Stay property for any kind of gathering, party, entertainment venue or celebration, after 9:00 pm. Should you breach this requirement, it will automatically lead to the forfeiture of your total security deposit, with an additional charge of £500 for a security call out, and you may be asked to leave the property at the time of security attending the property. Furthermore, you accept that we reserve the right to follow up with further legal action to recover any monies due;
      • Not use any Sorted Stay properties for illegal activities, such as prostitution or the consumption, sale and/or misuse of any illegal substances or associated paraphernalia. Any reports or evidence of such activity will lead to an immediate eviction from the premises without any refund on the remaining stay and automatically forfeiting the total damage deposit. Additionally, a charge of £1000 for security call out will apply if any Sorted Stay employee or contractor attends to evict. Furthermore, you accept that we reserve the right to follow up with further legal action to recover any monies due
      • Not fail to return your room keys/fobs/cards at the end of your stay as, in the interests of security, we may have to replace the corresponding locks.



  1. Damage, Theft, Smoking And Associated Costs
    • Sorted Stay reserves the right to charge to the credit/debit card used for payment or any other card used to provide security in respect of:
      • The cost of replacing or repairing any property of Sorted Stay including furniture, upholstery, fittings, appliances or other fixtures and items which are damaged plus £25 admin fee during your stay;
      • The cost of replacing any items of property which is recorded as missing from the accommodation at the end of your stay
      • A standard charge of £500.00 for any breach of our non-smoking policy will be charged to your card to cover cleaning costs, and we reserve the right to charge additional amounts to cover any damage caused by smoking and for loss of revenue as a result of your vacated accommodation being unsellable for a period of time due to smoking
    • Where Sorted is unable for any reason to apply any due charges against your credit/debit card, an invoice will be sent to you and which you agree to pay within 14 days of receipt. Sorted Stay will provide a receipt including a break-down of costs for all additional charges made to your credit or debit card and reserves the right to take legal action to cover monies due as a result of non-payment by you
    • Example charges for lost/damaged items and other fees that could be incurred during your stay at the property are listed below:
  • Lost keys – £150.00
  • Lock out charge – £75.00
  • Lock out charge with locksmith call out – locksmith charge cost + £25 admin fee
  • Lost apartment fob – £150.00
  • Lost car park fob – £150.00
  • Lost parking permit – £100.00
  • Emergency Call out charge (outside working hours) – £150.00
  • Excessive cleaning – £30.00 per hour
  • Disruption / Noise complaints / Disruptive Social Gatherings – £500.00
  • Illegal Activities Conducted at the Property (such as prostitution or drugs) – £1000.00
  • Late check-in (after 9pm until 11pm) – £40.00
  • Extra late check-out – £50.00 (until 4pm)
  • Early check-in – £20.00 (before 4pm, earliest at 2PM)
  • Overstaying (past ten minutes over standard check-out time) – £25.00/hour


  1. Privacy, Data Protection And Credit/Debit Card Security
    • Sorted Stay processes information about you that you provide when making a reservation and/or upon check-in in accordance with our privacy policy. By providing this information you consent (on your behalf and on behalf of each member of your group) to such processing and you warrant that all information provided by you is accurate
    • You should note that we are required by law to maintain a register of all guests’ names and nationality (to be taken on arrival) and to keep such details on file for at least 12 months from the date of arrival. In addition, for guests who are not of British, Irish or Commonwealth nationalities we are required to take details of your passport or other travel documentation and the address of your next destination
    • For full details on how we collect, use and store personal data including the use of cookies please see our full privacy policy
    • We use a secure third-party service to process card payments ( This service is PCI-DSS compliant and allows us to make charges to your credit and debit card in accordance with these terms. We do not make or store any copy of your card details in our own systems or elsewhere. You can read the privacy policy of the third-party provider here:


  1. Complaints
    • Sorted Stay wants to ensure that you have an enjoyable stay but if you experience a problem whilst staying with us please talk to any member of staff who will be able to help you. Any problem must be brought to the attention of Sorted Stay immediately, so that action can be taken to rectify the issue. Should you fail to report your complaint at the time, Sorted Stay cannot be held liable for any issues arising from these complaints
    • If Sorted Stay is unable to informally resolve any complaint made during your stay then you may submit a formal complaint in accordance with this procedure. Formal complaints should be submitted in writing using the contact details below. Please provide as much information as possible in order that Sorted Stay may properly investigate your complaint
    • Your complaint will be dealt with by an appointed member of the Sorted Stay management team and Sorted Stay aims to respond to formal complaints within 2 working days of receipt, but if this will not possible Sorted Stay will notify you of this and of when it expects to respond. Sorted Stay will set out the outcome to your complaint in writing
    • Sorted Stay reserves the right to reject without further investigation any vexatious complaint or complaint made in bad faith


Email address:

Postal address: 373 Victoria Avenue, Westcliff-on-Sea, Essex, SS2 6NJ


  1. Accommodation Occupancy And Use
    • Bookings may only be made by a person aged 18 or above and there must be at least one person aged 18 or above staying in the accommodation
    • Occupancy cannot exceed the maximum number of guests confirmed in your booking confirmation
    • You may not re-sell or re-assign your booking to any other person or organisation except with the express authority of Sorted Stay


  1. Limitation Of Liability
    • The liability of Sorted Stay to you under these terms and conditions shall be limited to the total value of your booking (unless the Hotel Proprietor’s Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act) except where such loss is caused by our negligence, in which case it shall be limited to any direct and reasonably foreseeable loss suffered by you
    • Sorted Stay shall not be liable in any circumstances to you for any consequential or indirect loss including loss of profit, data, management time, reputation or goodwill
    • Sorted Stay shall not be liable for any damages or loss caused by conditions or events beyond its control including, but not limited to:
      • Strike, lockout or other labour dispute affecting the employees of Sorted Stay;
      • Acts of God;
      • Natural disasters;
      • Acts of war or terrorism;
      • Act or omission of government, highway authorities or telecommunications carrier, operator or administrator;
      • Delay in manufacture, production or supply by third parties of equipment or services required for the performance of the Services or production and supply of the Goods;
    • Nothing in this clause or these terms shall limit PSAM’s liability for death or personal injury or in respect of fraudulent misrepresentation.


  1. Severability
    • If any provision or provisions of these terms and conditions shall be held to be invalid, illegal, unenforceable or in conflict with the law of any jurisdiction, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired thereby.
  2. Waiver
    • The failure of any party at any time to require performance of any provision or to resort to any remedy provided under these terms and conditions shall in no way affect the right of that party to require performance or to resort to a remedy at any time thereafter, nor shall the waiver by any party of a breach be deemed to be a waiver of any subsequent breach. A waiver shall not be effective unless it is in writing and signed by the party against whom the waiver is being enforced.
  3. Entire Agreement
    • These terms and conditions constitute the entire agreement of the parties and supersedes all prior communications, understandings and agreements relating to the subject matter hereof, whether oral or written.


  1. Third Party Rights
    • Nothing in this Agreement is intended to, nor shall, confer any rights on a third party unless expressly provided otherwise


  1. Jurisdiction
    • This Agreement shall be construed in accordance with English Law and the Courts of England and Wales shall have exclusive jurisdiction in so far as any matter arising from this Agreement is required to be referred to a court of law.