Terms of use

Stayin is an online marketplace where accommodation providers ("Properties") present their offers and where guests and travel agencies can search, ask questions and make reservations.

By creating an account or by using the site you accept these terms. If you do not agree with them, please do not use the site.

The following documents form part of these terms: the Privacy policy, the Cookie policy, the Booking rules, the Review policy and, for hotels, guesthouses, apartments and agencies, the Partner terms.

Stayin is an intermediary. A reservation is a contract between the guest and the Property. We are not a party to that contract, we do not own, run or inspect the accommodation, and we are not a travel organiser.

The Property alone is responsible for the accuracy of its listing, for providing the accommodation as described, and for its licences, taxes, safety and legal obligations.

There are three kinds of account: guest, hotel (or other property) and travel agency. You must be at least 18 years old and able to enter into a binding contract.

• Give accurate information and keep it up to date.
• Confirm your e-mail address; some features work only for confirmed accounts.
• Keep your password secret. You are responsible for what is done with your account. Tell us at once if you think someone else is using it.
• Hotel and agency accounts are business accounts. By registering one you confirm that you are entitled to act for the business.

A person may not open accounts to avoid a suspension, to write reviews of their own business, or to mislead others.

Hotel, guesthouse, apartment and agency accounts are reviewed by people before their listings are published. A reviewer examines the evidence supplied, which includes a video recording and, where requested, documents.

The "verified" label means that a reviewer examined this evidence at a certain time and found it sufficient. It is not a guarantee of quality, safety, legality or of continued compliance, and it is not an official classification. Star ratings are stated by the Property itself.

Listings marked as samples are demonstration data. They are never verified and cannot be reserved.

Properties set their own prices, in their own currency, and their own availability. Prices shown are per night unless stated otherwise. The total for a stay is calculated from the nightly prices of the nights you select and from the option you choose.

Charges such as local taxes, cleaning or parking may be listed for information. Where a Property has not stated a price or a fee, we do not show one and we do not assume that none exists.

If you choose to see amounts in another currency, these are approximate conversions based on daily exchange rates. They are for orientation only; the Property charges in its own currency.

Availability is checked again when you make a reservation. If a price or availability is clearly wrong because of an obvious error, the Property or we may cancel the reservation and tell you promptly. You then owe nothing and anything already paid is returned.

How a reservation is made, what is paid and when, and how cancellation works are described in the Booking rules. The terms of the option you choose, including its cancellation conditions, are saved with your reservation at the moment you make it and do not change afterwards.

At the moment Stayin does not process online payments. Reservations are paid at the Property.

Guests can write privately to a Property and the Property can answer. Only the guest and the Property can read the conversation; it is not shown in our administration area. We do not routinely read private messages, but we may access them where this is necessary to investigate a report of abuse, to protect someone's safety or to comply with the law.

Use messages for questions about a stay. Never send card numbers, passwords or other secrets, and be wary of anyone who asks for them. Do not harass, threaten, deceive or send unsolicited advertising.

Guests who have completed a stay can review it. Reviews follow the Review policy. Properties may reply publicly. We may hide a review that breaks the rules, but we do not remove reviews because they are critical.

You keep the rights to the texts, photographs, videos and other material you upload ("Content"). You give Stayin a non-exclusive, worldwide, royalty-free licence to store, display, format, translate for display and reproduce your Content in order to operate and promote the service, for as long as the Content is on the site and for a reasonable time afterwards for backups and legal reasons.

You promise that you own the Content or have permission to use it, that it is accurate, and that it does not infringe anyone's rights or the law. Photographs of people must be shown only with their consent.

You may not:

• give false information or impersonate a person or business;
• publish a listing for accommodation that does not exist or that you may not offer;
• write or buy fake reviews, or offer or accept anything in return for a review;
• discriminate against anyone on grounds such as origin, religion, disability, sex, sexual orientation or age;
• ask for card details by message or lead users to pay in a way that is not part of the agreed reservation;
• try to avoid or trick the verification process;
• collect data from the site by automated means, overload it, probe it for weaknesses or interfere with its security;
• upload malicious code, or send spam;
• publish unlawful, hateful, violent, sexual or misleading content.

At the time of writing Stayin does not charge guests or Properties for using the site. If that changes, we will tell the affected users in advance, the change will not apply to reservations already made, and fees for Properties will be set out in the Partner terms.

We may warn you, remove content, suspend or close an account if you break these terms, if we must do so by law, to protect users or the service, or if an account has been abandoned or compromised. We will normally tell you why, unless the law or safety prevents it.

You can ask us to close your account at any time. Confirmed reservations remain subject to the Booking rules, and reviews you have written may remain visible in the form described in the Review policy.

The site, its design, software, name and logo belong to the operator or its licensors. You may use the site for its intended purpose. You may not copy, sell or reuse it or its databases beyond that without our written permission.

We work to keep the site available but cannot promise uninterrupted or error-free operation. We may change, suspend or stop features, for example for maintenance or security. The site depends on third-party services such as hosting, e-mail delivery and bot protection, which may fail outside our control.

Because we are an intermediary, we are not responsible for what Properties or other users do or fail to do, including the condition, safety or legality of accommodation, or for disputes between a guest and a Property.

The service is provided as it is available. To the extent the law allows, we are not liable for indirect or consequential loss, or for loss of profit, and our total liability to you for any claim related to the service is limited to the amount of EUR 100 or the fees you paid us in the preceding twelve months, whichever is higher.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or intentional misconduct, or for anything that cannot be limited by law.

If you are a consumer, you keep all rights that the law of your country of residence gives you and that cannot be removed by contract. Nothing in these terms is intended to reduce them.

We may update these terms, for example because the service or the law changes. We will publish the new version with its date and, for significant changes, inform registered users on the site or by e-mail. If you continue to use the site after the change takes effect, you accept the new terms. Changes do not affect reservations that have already been made.

The law and the courts stated in the operator details at the end of this document apply, without removing the mandatory consumer protection of the country where you live.

If you have a complaint, please first contact us as described on the Contact page. We will try to resolve it fairly and quickly.

The operator of Stayin and its contact details are shown at the end of this document and on the Contact page.