Our “Stay Happy Guarantee”
We understand that booking short term accommodation can be a bit of a guessing game and can be a bit risky…
We want to de-risk this process and offer you a “Happy Stay” or you stay for free*…
You will experience our Best Stay Promise and our 6 Minimum Standards or you get a FREE Stay*
The SILVA Best Stay Promise is what we deliver to you:
- Great communication – quick, friendly, adaptable and multi-channel
- Personal space and professional service – the team are there to support you and your stay
- Specifically designed decor – For a sense of calm and freedom; a great place to retreat too and recharge.
- Great night’s sleep – Using luxury organic Spa Products designed to improve sleep and invigorate the body coupled with fresh, luxury and comfortable beds… you will have a great night’s sleep.
- Local knowledge and recommendations – promoter of local produce, businesses and lifestyle to get a unique stay.
& our 6 Minimum Standards are…
- A clean, calm and safe property
- Fresh linen (for your specified bed configuration) and towels
- Enough clean cutlery, crockery and glassware to service a full capacity stay
- Enough clean seating for a full capacity dinner
- Enough toiletries and consumables for a 3 day stay
- Great wifi
SILVA Terms & Conditions
PLEASE NOTE:
Verified ID will need to be given at the point of booking. This is to protect both parties.
The contract is between us and you (as a Guest) Not any booking platform used. We will only give access to the property when ID is given, screened and verified.
You will need to agree to the House Rules which are listed below.
Good News… Your Data is SAFE!
Any ID, Personal Information, Payment Information and Booking Details are collected using Two-Factor Authenticated Software or PCI compliant software.
It is managed, stored and deleted inline with ICO regulations and compliance
Your Contract To Stay With Us:
Read the full docco here >>> T&C Docco
These conditions govern all bookings made with Company (“Free Range Stays t/a SILVA” “us “we”).
You (“you“ “the booker“ and all members of your party collectively called “the guests“) accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others.
In addition by visiting or using our website, you agree to comply with the Site Terms.
Any property occupied is strictly on the basis that the accommodation is for holiday use only and that no right to remain in the property after the end of the holiday period booked exists for the person or persons who occupy the property.
All persons will vacate the property at the conclusion of the period of the holiday booking. This booking/agreement is made on the basis that the property is to be occupied by you and any other occupiers (the tenant) for a holiday as mentioned in the [Housing Act 1988 Schedule 1 paragraph 9 OR Housing (Scotland) Act 1988 Schedule 4 paragraph 8] and you therefore acknowledge that this booking/agreement shall not confer on you or any other occupiers (the tenant) any security of tenure within the terms of that Act.
PLEASE NOTE THAT THESE CONDITIONS CONSTITUTE AN EXCLUDED AGREEMENT UNDER S. 3A(7)(A) OF THE PROTECTION FROM EVICTION ACT 1977 (AS AMENDED) AND CANNOT BE CONSTRUED AS AN ASSURED TENANCY UNDER THE HOUSING ACT 1988 (AS AMENDED).
Complaints: If you are not happy with any part of your stay please email hello@booksilva.com immediately where we will take all acceptable measures to put things right.
We aim to resolve any issues in a timely and civil way, if for any reason you request a refund; Please allow 7 days for a full report to be produced. Any agreed refund will be returned within 30 days of the check-out date. If the event cannot be resolved we will seek independent mediation to resolve the issue before engaging professional legal support. This will delay any refund until resolved.
Fines: By going through our online check-in process and staying at any of our properties you are agreeing to our ‘House Rules’.
- No parties
- No smoking
- No anti-social behaviour
- Do not disrespect the furniture and contents of the property
- You clean up after any pets
- You clean up after excessive mess/spillages/breakages
Your “Service Cleans”
For short stays 2-10nts your reservation fee includes the departure clean.
For short stays of 10-28nts an optional mid-stay clean may be booked on our discretion.
If you have a stay of 28+nts you will get a mid stay service clean. You may opt to pay for additional cleaning if required
Our team will schedule this with you.
You do not need to be at the property whilst this is happening as we want you to have a flexible and comfortable stay.
SILVA and our cleaning teams are fully insured and verified.
If you need to re-schedule the Service Clean please give us at least 48hrs notice or you will be charged for an additional clean. Hope you understand the situation and constraints on our business operations.
Extra Services & Charges:
There are several extra services and charges
- Early Check-in & Late Check-out service
- Pet Fees
- Concierge & Virtual Assistant Services
- Car Valet Service
- Home Spa Hampers
- Extra Garbage Removal+
+Extra Garbage Removal Charges will be passed to you the guest; from any Commercial Waste Removal Companies that are employed to remove excess garbage from the property during or after your stay. Please ensure the bins are put outside the property on the advertised “Bin Days” to help avoid extra charges.
Last Minute Bookings & Bed Configurations:
If you have made a booking within 48 hours of your stay we may not be able to update the bed configuration. This will be assessed on a case by case scenario as we endeavour to make your stay about you – rather than our logistical limitations.
Here is our Privacy Policy
