Terms & Conditions

QuietStay is operated by Offer2Stay Ltd, part of the Offer2Stay group. Offer2Stay Ltd · Company no. 17248175 · Registered office: 128 City Road, London, EC1V 2NX, United Kingdom · Not VAT registered. Contact: enquiries@quietstay.co.uk. We provide digital guest guidebooks, a text concierge, guest messaging, a guest store and printable PDF house-manual templates.

Membership (the digital guidebook subscription) is sold to hosts and property managers operating short-term accommodation — you use it in the course of a business, and these terms apply on that basis. PDF templates are one-off purchases that anyone can make; if you buy one as a consumer (not for a business), the parts of these terms that would limit your statutory rights do not apply to you, and section 6 explains your cancellation rights.

You are responsible for keeping your login secure and for everything done under your account, including by team members you invite. Accounts created through the guidebook builder without an email address are temporary: if you clear your browser data before adding an email and password, we may be unable to recover the account or its content.

Membership is billed per property, monthly or annually, through our payment provider Stripe, and renews automatically until cancelled. Current prices are shown at /pricing (From £3/month per property on Offer2Stay — £10 standard; multi-property bands apply automatically). Yearly plans are billed in full at the start of each yearly period and renew annually (pay yearly and get 12 months for the price of 10); as with monthly membership, a yearly payment is not refunded mid-term except where section 7 or the law says otherwise. Optional add-ons (such as concierge reply packs) are billed alongside your membership at the prices shown when you add them. We may change prices with at least 30 days’ notice by email — changes apply from your next renewal, and you can cancel before then. No VAT is charged: Offer2Stay Ltd is not currently VAT registered. If we register, VAT will be added at the prevailing rate from your next renewal, with 30 days’ notice.

Standard hosts get 3 months free; hosts with a verified Offer2Stay listing pay a flat £3 per property per month on every band and get their first 3 months free. Promotional free periods (including launch offers and partner codes) are shown at checkout before you confirm, apply to the free period only and never to the monthly rate, and the period granted at checkout is the period that applies. Trials are one per host, may not be combined, and convert to the displayed paid price when they end unless you cancel first. No card is needed to start. Add a card before your free period ends; if none is on file when it ends, your subscription ends and section 6 (grace period and what we keep) applies. Free periods apply to membership only: paid add-ons bill from the moment you add them. The Offer2Stay rate applies only while your listing remains live on Offer2Stay and belongs to you or your organisation; if the discount is obtained with a listing that is not yours or does not correspond to the property, it is void — we may switch you to standard pricing, charge the difference for periods already used, or suspend the account in cases of deliberate misuse.

Cancelling. You can cancel membership at any time from your dashboard. Cancellation stops the next renewal; your guidebooks stay live until the end of the period you have paid for.

Grace period. If a renewal payment fails, or your subscription ends, your guidebooks stay live for a further 7 days while we email you and retry the card. After the 7 days your guidebooks show guests a “paused” page instead of your content, and outgoing guest messages stop.

Retention. We keep your content for 90 days after that so you can resubscribe and carry on where you left off. After 90 days we may delete it. You can export your content from Settings at any time before then.

PDF templates bought as a consumer. Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel a digital-content purchase. At checkout you agree that we make the template available for download immediately and that you lose the right to cancel once download or generation has begun. If you have not yet downloaded or generated the template, email enquiries@quietstay.co.uk within 14 days for a refund.

Membership payments are non-refundable except where the law says otherwise: we do not refund unused time, unused reply allowances or forgotten cancellations, because our prices are low and the costs (hosting, AI usage, payment processing) are incurred immediately. Free trials exist so you can judge the Service before paying. If we materially fail to provide the Service, or the law gives you a right to a refund or repair (for example the Consumer Rights Act 2015 for consumers), those rights are not affected by anything in these terms.

When you buy a template you get a non-exclusive, non-transferable licence to use, print and share it for the accommodation you (or your business) operate — as many copies and as many guests as you like, for as long as you like. You may not resell, sub-license, redistribute or offer the template (filled in or blank) to other hosts, or remove our attribution from the design where present. The written content you add is yours.

The concierge answers guest questions by text chat using the content of your guidebook. It is not a voice or phone service. Its answers are generated automatically: they may occasionally be incomplete or wrong, and you are responsible for keeping your guidebook accurate — the concierge is only as correct as what you give it. It is not an emergency service and must not be relied on for safety-critical information. Paid reply packs are counted per account per calendar month, pooled across your properties; when a pack is used up the concierge pauses for guests until the next month or a top-up, and the guidebook itself keeps working. Unused replies do not roll over and have no cash value.

What is included, and what resets. Every property on your account includes 60 guest answers a month (20 where the property is on the Offer2Stay rate). That allowance is pooled across your account and resets at the start of each calendar month; it is set from the properties on your account at the time of the month’s first answer, so adding a property raises it from the following month. A new account also gets a one-off 20 replies which are counted once and do not refresh. When the month’s allowance is used the concierge pauses politely until it resets, or until you add a reply pack — you are never billed beyond the pack you chose.

The guest store lets your guests buy extras from you. Payments are processed by Stripe on your own connected Stripe account, which makes you the merchant of record. From each sale Stripe deducts its card-processing fees (set and charged by Stripe, not by us) and we deduct a 2% platform fee on top of them; the remainder is paid out to you on Stripe’s payout schedule. We never fund or advance a sale. Pricing, availability, fulfilment, taxes and any refunds to guests are your responsibility, handled between you and your guest: a full refund issued from your dashboard returns our 2% fee to you, but Stripe does not return its processing fees. Chargebacks and disputes on your sales are raised against your Stripe account and are yours to answer; where Stripe debits us for a sale of yours, you agree that we may deduct that amount from your future payouts or invoice you for it. We are not a party to the sale.

You own the content you add — text, photos, house rules, recommendations. You grant us a licence to host, display, translate and process it solely to provide the Service (including showing it to your guests and feeding it to the text concierge). You confirm you have the rights to everything you upload, including photos, and that your content is lawful and doesn’t mislead guests.

Guest messages sent through QuietStay must relate to a real booking. Messages about the stay itself (guidebook link, check-in, check-out) are service messages; anything promotional — “book direct next time”, offers — is only sent to guests who have opted in, and every email carries an unsubscribe link. Don’t use the Service to send spam, to host unlawful or infringing content, to attempt to access other hosts’ data, or to probe or overload our systems. We may suspend accounts that put the Service or other users at risk, and will tell you why unless the law prevents it.

We process personal data (yours, your team’s and your guests’) as described in our Privacy Policy. For your guests’ data you are the controller and we are your processor: collect and use it lawfully, and only message guests who expect to hear from you. Questions about data: enquiries@quietstay.co.uk.

We aim for the Service to be available at all times but do not guarantee uninterrupted operation — maintenance, third-party outages (hosting, AI providers, payment providers) and factors outside our control can cause downtime. We may improve or change features over time; if we withdraw something material to you, your remedy is to cancel before your next renewal.

Nothing in these terms excludes liability that cannot lawfully be excluded (including for death or personal injury caused by negligence, or fraud), or affects a consumer’s statutory rights. Subject to that, for business customers we are not liable for indirect or consequential losses, lost profits, lost bookings or loss of data, and our total liability to you in any 12-month period is capped at the amount you paid us for the Service in that period. The Service supports your hosting business — it does not replace your own responsibility to your guests.

You can cancel at any time (section 6). We can end the agreement with 30 days’ notice, or immediately for serious or repeated breach of these terms. On termination your guidebooks are paused and the 90-day retention period in section 6 applies.

These terms are governed by the law of England and Wales, and its courts have exclusive jurisdiction (consumers may also bring claims in their home nation of the UK). If any part of these terms is found unenforceable, the rest still applies. We may update these terms; material changes will be notified by email or in your dashboard at least 30 days before they take effect.