Help Centre
About stay.cx
stay.cx is a holiday rental booking platform operated by Brunel Holdings Ltd, a company registered in England and Wales (company number 17108487) at 124 City Road, London EC1V 2NX. Our full registration and regulatory details are on our Company Information page.
Your booking contract is with the property manager, not with stay.cx. We act as their agent: we present the property, take your booking and pass it on. The property manager is responsible for the property itself, your stay, and its cancellation policy.
It means the property manager, not stay.cx, owes you the accommodation. If something is wrong with the property, your rights are against them. If something is wrong with our platform, such as a booking we transmitted incorrectly, that is ours.
No. Those schemes cover package holidays and flight-inclusive arrangements, and we sell neither. Because your booking contract is with the property manager, any financial protection covering your booking is theirs and will be set out in their terms.
33 languages across 58 local versions. The English (United Kingdom) version is the operative text for our legal pages; other languages are provided for convenience.
We earn a commission from the property manager when you book. It is paid by them and adds nothing to the price you pay.
Finding a property
Four things: whether the property is available for your dates, its guest rating, how relevant its location is to your search, and how its price compares with others in your results. Availability carries the most weight and price the least. Our How we rank listings page explains each factor and how we break ties.
No. Commission is not one of the ranking factors and plays no part in the order you see. Property managers cannot pay us for a higher position, and we do not sell placement, sponsored slots or featured positions.
We do. Titles and descriptions on stay.cx are written by us and are illustrative. The factual information shown alongside them, such as facilities, distances and map location, comes from the property manager and is what your booking is based on. Our Editorial page explains who writes our content and the standards it is held to.
No. We review the listing data before a property goes live and write our own descriptions from it, but we do not physically inspect properties and we do not independently verify the property manager’s photographs, ratings or factual information.
All reviews come from guests who actually stayed. Some are collected by the property manager through their own review system, and some we invite directly from guests who booked through stay.cx. We do not accept reviews from people who have not booked, and we do not edit their content. Our How we research our guides page explains how we source and check what we publish.
Where a property is available from more than one property manager, we show a single listing and choose which offer to display using the same four ranking factors.
Your booking
No. You can browse and book without one. An account is only needed if you want to save favourites, view your bookings in one place, or use certain other features.
You must be at least 18 to make a booking. The service is not directed at anyone under 18.
Your booking is confirmed when you receive our confirmation email. Until then no binding contract exists. The confirmation contains your booking reference, the property manager’s name and contact details, the total price, and the cancellation policy that applies.
You can, but you are responsible for giving us accurate details for every guest, including names and the correct number of people, and for passing on the booking terms to them.
Contact us straight away at hello@stay.cx. If the error came from how we transmitted your booking, that is our responsibility to put right.
You can, but special requests are not guaranteed. They are passed to the property manager, who decides whether they can accommodate them.
Payments
It depends on the property manager. Some take payment through a secure form built into our checkout, operated by their own payment provider. Others send you an invoice and a payment link after your booking is made, so you pay on their systems.
No. stay.cx never receives, processes or stores your card details at any time, under either payment method.
The property manager or their payment provider. We do not hold your money.
We add no fee, service charge or commission to your price. Some property managers charge their own fees, such as cleaning or a non-refundable administration fee, and those are shown before you book.
The currency shown at checkout. If your card is in a different currency, your bank sets the exchange rate and may add its own charge.
Refunds are processed by the property manager’s payment provider, not by us. They decide the timing, method and currency. If a refund you are owed is delayed, contact the property manager using the details in your confirmation.
Changes and cancellations
Directly with the property manager, not through stay.cx. Your booking confirmation has their contact details and the cancellation policy that applies. If you have an account, your bookings page brings those details together to make it easier.
Because your contract is with the property manager. We are not a party to it and cannot cancel on your behalf, or confirm that a cancellation has taken effect. Keep whatever confirmation they send you.
That depends entirely on the property manager’s cancellation policy, which you saw on the property page and accepted at checkout. Charges usually rise as the arrival date approaches, but the bands and deadlines differ for every property. Our cancellations page explains how this generally works and what to expect.
When the property manager receives your cancellation, not when you decide to cancel. Cancel as early as you can, and it is your responsibility to do so in good time.
Sometimes. Changes are subject to the property manager’s policies and to availability, and are requested directly with them. Some charge an administration fee, and in some cases a change is not possible and you would need to cancel and rebook.
Not usually. Accommodation booked for specific dates is exempt from the statutory cooling-off period in the UK and EU. Your cancellation rights come primarily from the property manager’s policy, though any rights your own country gives you that cannot be excluded by contract still apply.
Your privacy
What we need to take and manage your booking: your name, contact details, booking details and any special requirements, plus account details if you create one. Full detail is in our Privacy Policy.
The property manager, so they can fulfil your booking, and a small number of service providers who host the site, send our emails and help us keep it working. We do not sell your data.
In the United Kingdom and in our provider’s EU-resident database. Some data may also be processed in other countries, which our Privacy Policy explains.
Only strictly necessary ones: a sign-in session, a security cookie, and your chosen language and currency. We set no analytics or marketing cookies, so we show no cookie banner and ask for no consent. Our Cookies page lists them in full.
Yes. You can delete your account at any time. Some records are anonymised rather than deleted, such as booking records we must keep for accounting and any reviews you wrote, so that the property’s rating stays accurate. Once anonymised they cannot be linked to you.
Email us at privacy@stay.cx. We will acknowledge within 30 days and tell you how we intend to deal with it. You can also complain to the Information Commissioner’s Office, or the data protection authority in your own country.
Accessibility
We are working towards conformance with WCAG 2.1 at Level AA, the international standard. Most of the site meets it, and our Accessibility page sets out honestly where it does not yet.
Tell us at hello@stay.cx and we will help you complete what you were trying to do, and fix the underlying problem.
Yes for the main journeys, including searching and booking. Some map controls do not yet have complete keyboard support, which we set out in our Accessibility page.
Where a property manager embeds their own payment form, that part is outside our direct control, though we work with providers who use accessible payment systems.
Probably. We publish in 33 languages across 58 local versions, with the correct language set on every page so screen readers read it properly.
Contact us at hello@stay.cx. We treat accessibility reports as complaints and respond to them the same way.
Problems and complaints
Contact the property manager first, because your contract is with them and they are responsible for the property. If the issue is with the factual information we displayed, tell us as well at hello@stay.cx.
Email us at hello@stay.cx. We will acknowledge within 48 hours and aim to resolve it within 14 days.
The property manager is responsible for the property, your stay, check-in and their cancellation policy. We are responsible for the accuracy of the booking details we transmit and for the running of this website.
Contact us. We cannot compel them, but we can pass on the issue, provide the details you need and escalate it through our relationship with them.
Yes. Email us at hello@stay.cx and we will send you the booking details and the property manager’s contact information.
Our Terms set out how disputes are handled. Nothing in them affects rights your own country gives you that cannot be excluded by contract.
Related pages
About stay.cx
stay.cx is a holiday rental booking platform operated by Brunel Holdings Ltd, a company registered in England and Wales (company number 17108487) at 124 City Road, London EC1V 2NX. Our full registration and regulatory details are on our Company Information page.
Your booking contract is with the property manager, not with stay.cx. We act as their agent: we present the property, take your booking and pass it on. The property manager is responsible for the property itself, your stay, and its cancellation policy.
It means the property manager, not stay.cx, owes you the accommodation. If something is wrong with the property, your rights are against them. If something is wrong with our platform, such as a booking we transmitted incorrectly, that is ours.
No. Those schemes cover package holidays and flight-inclusive arrangements, and we sell neither. Because your booking contract is with the property manager, any financial protection covering your booking is theirs and will be set out in their terms.
33 languages across 58 local versions. The English (United Kingdom) version is the operative text for our legal pages; other languages are provided for convenience.
We earn a commission from the property manager when you book. It is paid by them and adds nothing to the price you pay.
Finding a property
Four things: whether the property is available for your dates, its guest rating, how relevant its location is to your search, and how its price compares with others in your results. Availability carries the most weight and price the least. Our How we rank listings page explains each factor and how we break ties.
No. Commission is not one of the ranking factors and plays no part in the order you see. Property managers cannot pay us for a higher position, and we do not sell placement, sponsored slots or featured positions.
We do. Titles and descriptions on stay.cx are written by us and are illustrative. The factual information shown alongside them, such as facilities, distances and map location, comes from the property manager and is what your booking is based on. Our Editorial page explains who writes our content and the standards it is held to.
No. We review the listing data before a property goes live and write our own descriptions from it, but we do not physically inspect properties and we do not independently verify the property manager’s photographs, ratings or factual information.
All reviews come from guests who actually stayed. Some are collected by the property manager through their own review system, and some we invite directly from guests who booked through stay.cx. We do not accept reviews from people who have not booked, and we do not edit their content. Our How we research our guides page explains how we source and check what we publish.
Where a property is available from more than one property manager, we show a single listing and choose which offer to display using the same four ranking factors.
Your booking
No. You can browse and book without one. An account is only needed if you want to save favourites, view your bookings in one place, or use certain other features.
You must be at least 18 to make a booking. The service is not directed at anyone under 18.
Your booking is confirmed when you receive our confirmation email. Until then no binding contract exists. The confirmation contains your booking reference, the property manager’s name and contact details, the total price, and the cancellation policy that applies.
You can, but you are responsible for giving us accurate details for every guest, including names and the correct number of people, and for passing on the booking terms to them.
Contact us straight away at hello@stay.cx. If the error came from how we transmitted your booking, that is our responsibility to put right.
You can, but special requests are not guaranteed. They are passed to the property manager, who decides whether they can accommodate them.
Payments
It depends on the property manager. Some take payment through a secure form built into our checkout, operated by their own payment provider. Others send you an invoice and a payment link after your booking is made, so you pay on their systems.
No. stay.cx never receives, processes or stores your card details at any time, under either payment method.
The property manager or their payment provider. We do not hold your money.
We add no fee, service charge or commission to your price. Some property managers charge their own fees, such as cleaning or a non-refundable administration fee, and those are shown before you book.
The currency shown at checkout. If your card is in a different currency, your bank sets the exchange rate and may add its own charge.
Refunds are processed by the property manager’s payment provider, not by us. They decide the timing, method and currency. If a refund you are owed is delayed, contact the property manager using the details in your confirmation.
Changes and cancellations
Directly with the property manager, not through stay.cx. Your booking confirmation has their contact details and the cancellation policy that applies. If you have an account, your bookings page brings those details together to make it easier.
Because your contract is with the property manager. We are not a party to it and cannot cancel on your behalf, or confirm that a cancellation has taken effect. Keep whatever confirmation they send you.
That depends entirely on the property manager’s cancellation policy, which you saw on the property page and accepted at checkout. Charges usually rise as the arrival date approaches, but the bands and deadlines differ for every property. Our cancellations page explains how this generally works and what to expect.
When the property manager receives your cancellation, not when you decide to cancel. Cancel as early as you can, and it is your responsibility to do so in good time.
Sometimes. Changes are subject to the property manager’s policies and to availability, and are requested directly with them. Some charge an administration fee, and in some cases a change is not possible and you would need to cancel and rebook.
Not usually. Accommodation booked for specific dates is exempt from the statutory cooling-off period in the UK and EU. Your cancellation rights come primarily from the property manager’s policy, though any rights your own country gives you that cannot be excluded by contract still apply.
Your privacy
What we need to take and manage your booking: your name, contact details, booking details and any special requirements, plus account details if you create one. Full detail is in our Privacy Policy.
The property manager, so they can fulfil your booking, and a small number of service providers who host the site, send our emails and help us keep it working. We do not sell your data.
In the United Kingdom and in our provider’s EU-resident database. Some data may also be processed in other countries, which our Privacy Policy explains.
Only strictly necessary ones: a sign-in session, a security cookie, and your chosen language and currency. We set no analytics or marketing cookies, so we show no cookie banner and ask for no consent. Our Cookies page lists them in full.
Yes. You can delete your account at any time. Some records are anonymised rather than deleted, such as booking records we must keep for accounting and any reviews you wrote, so that the property’s rating stays accurate. Once anonymised they cannot be linked to you.
Email us at privacy@stay.cx. We will acknowledge within 30 days and tell you how we intend to deal with it. You can also complain to the Information Commissioner’s Office, or the data protection authority in your own country.
Accessibility
We are working towards conformance with WCAG 2.1 at Level AA, the international standard. Most of the site meets it, and our Accessibility page sets out honestly where it does not yet.
Tell us at hello@stay.cx and we will help you complete what you were trying to do, and fix the underlying problem.
Yes for the main journeys, including searching and booking. Some map controls do not yet have complete keyboard support, which we set out in our Accessibility page.
Where a property manager embeds their own payment form, that part is outside our direct control, though we work with providers who use accessible payment systems.
Probably. We publish in 33 languages across 58 local versions, with the correct language set on every page so screen readers read it properly.
Contact us at hello@stay.cx. We treat accessibility reports as complaints and respond to them the same way.
Problems and complaints
Contact the property manager first, because your contract is with them and they are responsible for the property. If the issue is with the factual information we displayed, tell us as well at hello@stay.cx.
Email us at hello@stay.cx. We will acknowledge within 48 hours and aim to resolve it within 14 days.
The property manager is responsible for the property, your stay, check-in and their cancellation policy. We are responsible for the accuracy of the booking details we transmit and for the running of this website.
Contact us. We cannot compel them, but we can pass on the issue, provide the details you need and escalate it through our relationship with them.
Yes. Email us at hello@stay.cx and we will send you the booking details and the property manager’s contact information.
Our Terms set out how disputes are handled. Nothing in them affects rights your own country gives you that cannot be excluded by contract.