Your questions answered

If you have any questions as a guest or a homeowner, check out our FAQs. If we have not covered your query please contact us.

StayBeyond currently has homes in eight cities across England: London, Oxford, Cambridge, Manchester, Birmingham, Bristol, Bath, and York. We’re always expanding, though, so if you’re looking to stay in another city, or have a property in another city that you think would make a great addition to our collection, please get in touch at home@staybeyond.com.

The easiest way to book is to contact us through our booking enquiry form for the home you’re interested in booking. We can handle your booking directly with all the details you provide and a member of our team will get back to you within a working day. If you have questions or special requests, or would like to make a general enquiry about availability, you can always get in touch by giving us a call or sending an email to home@staybeyond and a member of our guest support team will be able to help you.

We have a number of homes that are accessible for wheelchair users or guests with limited mobility. Because many of our homes are private residences, we can’t guarantee that every part of every home is accessible, but we endeavour to list each home’s accessibility details in the description so you can make an informed decision when booking. If you have specific concerns or questions, please contact us so we can make sure you have the information you need.

For all StayBeyond home bookings, we require payment prior to sending home entry details. Once the details of your booking are confirmed, we will process your payment using a secure link through Stripe, our payments platform. We can also accept payments via BACS/bank transfer, but you must confirm your choice to use this method of payment in writing with our booking agents. We also reserve the right to take a security deposit for certain bookings at our discretion. We will notify you in writing if we require a security deposit to confirm your booking.

Yes, we can provide an itemised invoice should you require one for expense purposes. Please request this in writing when you book so we can provide it to you.

For bookings made more than 48 hours before your stay begins, we’ll send you secure details with the full address and entry instructions to your home via email and SMS. For bookings made less than 48 hours before your stay begins, we’ll send your home details once your payment is confirmed. All of our homes are self check in, either with a digital ‘smart lock’ with a keypad you’ll enter a unique code on, or with a keybox you’ll unlock with a unique code to access a set of physical keys. It’s our policy to only release access instructions 48 hours before your booking begins to protect the privacy and security of other guests. All of our homes have a standard check in time of 3 pm. This is to allow the cleaners to complete their preparation of the home for you. Upon request, we can sometimes accommodate bag drops or early check ins, but you must confirm this with us in writing to ensure we’re able to offer it, as it’s not guaranteed.

It’s our standard policy that any pets must be cleared with us before your stay. Please provide details of the pet you’d like to bring and we’ll let you know if the home can accommodate your request. For guests who bring authorised pets, we may request a security deposit in case of any additional cleaning or maintenance necessary. If our cleaning, maintenance team, or neighbours inform us of a pet with you that was not cleared, we may charge a fee, or even cancel your booking. We hate doing this, so please just let us know beforehand if there’s an animal you’d like to bring – we base our acceptance of pets more on their wellbeing than anything else. If we say not to bring them, it’s because we don’t think the home is somewhere they’d like to be.

For details of our alteration and cancellation policy, please see our Terms and Conditions.

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