Last updated: April 2026
The following Terms and Conditions apply to all bookings made with Hidden, whether online via hiddenstay.com or any associated website, by telephone, by email, or otherwise. Please note that for promotional bookings, all relevant additional terms and conditions should be consulted alongside these Terms. By making a Booking with us, you confirm that you have read, understood and agreed to be bound by these Terms.
1. Definitions
“Apartment” means any self-contained serviced apartment owned, operated or managed by us at a Hidden Property.
“Booking” means the booking for an Apartment and/or any other services or items made with us.
“Company” means Salboy St Ives Limited (company number 12781013), whose registered office is at Unit 2 Block C, 14 Hulme Street, Salford, Greater Manchester, England, M5 4ZG, trading as Hidden. References to “we”, “us” and “our” are to the Company.
“Contract” means the Booking and these Terms, together with any other terms and conditions stated to apply to the Booking.
“Guest” means the person making the Booking and any other person occupying the Apartment during the Booking. References to “you” and “your” are to the Guest.
“Hidden Property” means any property owned, operated or managed by the Company under the Hidden brand, including Hidden St Ives and any future locations.
“Best Available Rate” means our standard flexible rate, as specified at clause 4.
“Advance Purchase Rate” means our discounted non-refundable rate, as specified at clause 3.
“Promotional Rate” means any rate offered subject to a specific promotion, as specified at clause 5.
“Terms” means these terms and conditions.
“Website” means hiddenstay.com or any other website owned or operated by us relating to a Hidden Property from time to time.
“VAT” means value added tax at the prevailing rate.
All bookings at any Hidden Property are subject to these Terms. All rates featured on the Website or quoted by telephone or otherwise are offered subject to availability, and we reserve the right to refuse any booking for good reason. Please note that the price quoted at the time of enquiry cannot be guaranteed if you do not complete your Booking at that stage.
2. Pricing
We offer a range of rates and packages, as detailed below. Our rates fluctuate depending on availability and demand at any given time. All prices are subject to change without notice and are subject to availability. Prices are only inclusive of any additional services or VAT where specified in writing. Your price is guaranteed once you have received a Booking confirmation number from us.
All prices will be shown on our Website, and quoted by our staff, in Pounds Sterling. Any payment collected online will be processed in Pounds Sterling. For the avoidance of doubt, your price does not include any incidental charges which you may incur during your stay. Such charges will be payable by you on or before your departure and, in the event that you fail to pay any such incidental charges, you irrevocably authorise us to debit your credit or debit card for the amount of any shortfall.
3. Advance Purchase Rates
Where applicable, Advance Purchase Rates are available up to 14 days or more before the date of arrival. These rates require full, non-refundable payment at the time of Booking.
Advance Purchase Rates are non-refundable and non-transferable. They allow for one date change within 6 months of the original stay date, subject to availability and any difference in rate; such amendments must be requested no later than 12pm seven days before the original arrival date. No refund will be given for cancellations, no-shows, or shortened stays.
The credit or debit card used to make the Booking must be presented at check-in.
4. Best Available Rates
To provide you with the best available price on any given day of the year, we operate a price management system which enables us to guarantee you the best quote for the period of your stay at the time of your enquiry.
Best Available Rates require a valid debit or credit card to guarantee the Booking. Please refer to the cancellation and amendment terms set out in clause 22.
5. Promotional Rates
Promotional Rates may require a promotion code at the time of Booking. Separate terms and conditions may apply to a promotional rate, which will take precedence over these Terms to the extent of any conflict.
Any deposit required at the time of Booking on a Promotional Rate will be non-refundable and non-transferable unless expressly stated otherwise.
6. Availability
During peak seasons, bank holidays, social events, and local conferences or exhibitions, certain rates may not be available. Certain dates may be subject to a minimum length of stay. All rates are subject to availability.
7. Apartment Occupancy
Each Apartment has a stated maximum occupancy which must not be exceeded. The number of Guests staying in the Apartment must match the number declared at the time of Booking. We reserve the right to refuse entry, terminate the Booking without refund, and remove additional Guests from the Apartment where the stated occupancy is exceeded without our prior written consent.
Apartments are intended for residential use only. Use of the Apartment for parties, events, photo or film shoots, commercial activity, or any other non-residential purpose is strictly prohibited without our prior written consent.
8. Minimum Age for Booking & Children
The minimum age for making a Booking and staying in an Apartment without an accompanying adult is 18 years. Persons under 18 may stay in an Apartment only if accompanied by a parent or legal guardian who takes full responsibility for them throughout the stay.
Children are welcome at Hidden Properties. Charges and the availability of suitable Apartments and additional bedding are subject to the configuration of each Apartment; please contact us at the time of Booking to confirm requirements.
9. Guests with Accessibility Requirements
We aim to make Hidden Properties as accessible as possible. Some Apartments may be located in buildings with steps or limited lift access, which may affect Guests with impaired mobility. Guests with accessibility requirements or other particular needs are strongly encouraged to contact us before making a Booking to confirm that their requirements can be met. Please contact us directly for details.
10. Pets
Registered assistance and guide dogs are accepted at all Hidden Properties with prior arrangement. Other pets are permitted only in designated pet-friendly Apartments and must be declared at the time of Booking. Additional cleaning charges may apply. Pets must not be left unattended in the Apartment. Any damage caused by a pet will be charged to the Guest in accordance with clause 14.
11. Parking
Where parking is available at or near a Hidden Property, availability is limited and a space cannot be guaranteed. We reserve the right to charge for parking. Vehicles and their contents are left at the owner’s own risk and we do not accept responsibility for loss or damage, save as may not be excluded or restricted by applicable law.
12. Guest Behaviour
Guests are requested to conduct themselves appropriately at all times and to comply with our procedures and reasonable requests in respect of conduct, the property of the Hidden Property, our employees and contractors, and other Guests, including their health and safety. Guests are requested not to disrupt the comfort and enjoyment of other Guests or neighbouring residents, the smooth running of the Hidden Property, or cause offence to other Guests or members of our team.
We reserve the right to refuse accommodation or services, or to remove you and members of your party from the Apartment and Hidden Property, if in our reasonable opinion this provision has been breached. Where this is the case, we shall have no obligation to refund you for any lost accommodation, other services, or any other loss or expense incurred.
13. No Smoking
All Hidden Properties are strictly non-smoking. Guests are not permitted to smoke (including the use of e-cigarettes, vaping devices, or any similar product) within any Apartment, communal area, or other indoor area of a Hidden Property. Smoking inside the Apartment will result in a deep-cleaning charge of £250, and we reserve the right to recover any further costs arising from such breach.
14. Damage
We reserve the right, and you hereby authorise us, to charge your credit or debit card for any damage incurred to the Apartment or to the Hidden Property during your stay (including without limitation specialist cleaning), or for any items that are missing or damaged when you leave. We may take a pre-authorisation hold on your card on or before arrival in respect of potential incidentals and damage; this hold will be released following inspection after your departure.
15. Arrival and Departure
Apartments are available from 3pm on the day of arrival. Apartments must be vacated by 11am on the day of departure, unless an extension has been agreed in writing in advance. These times may be varied from time to time at our discretion. In the interest of security and to prevent fraud, at the time of check-in Guests may be required to confirm their identity by providing their Booking reference and a passport, identity card or driving licence.
16. Services and Apartment Provisions
Each Apartment is provided fully serviced with linen, towels, and welcome amenities, together with kitchen facilities for self-catering. The frequency of mid-stay housekeeping and linen changes will be confirmed at the time of Booking and may vary by length of stay. Additional housekeeping services may be available on request, subject to availability and an additional charge.
17. Wi-Fi and Technology
Complimentary Wi-Fi is provided at Hidden Properties. While we take reasonable steps to maintain a reliable connection, we cannot guarantee uninterrupted service and accept no liability for any interruption to or speed of the Wi-Fi service. Guests are responsible for the use of Wi-Fi and other technology services in compliance with applicable law and must not use such services for any unlawful purpose.
18. Booking Process
Bookings can be made online at hiddenstay.com or by contacting us by email at hello@hiddenstay.com. When you make a Booking, you will be asked to provide a valid debit or credit card to guarantee the Booking (if booked on a Best Available Rate) or to prepay (if booked on an Advance Purchase Rate or a Promotional Rate). A Booking is only confirmed once we have issued a written confirmation.
19. Group Bookings
A Booking of three or more Apartments, or any Booking made in connection with a single event or party, is classified as a group Booking and may be subject to separate group terms and conditions, which differ from our Best Available, Advance Purchase, and Promotional Rates. Where applicable, those terms will be provided to you at the time of Booking and will take precedence over these Terms to the extent of any conflict.
20. Payment and Balance of Monies Outstanding
On or before arrival you will be asked to provide a valid credit or debit card for pre-authorisation in respect of the full amount of your stay (where not already prepaid) plus an additional sum per night for incidentals and potential damage. Unused funds will be released following check-out and inspection of the Apartment. We accept all major credit and debit cards, including Mastercard, Visa, and American Express. Any outstanding balance must be settled prior to your departure.
21. Gift Vouchers
Hidden gift vouchers, where offered, must be presented or quoted at the time of Booking and at check-in. Vouchers are valid for the period stated on the voucher, are non-refundable, cannot be exchanged for cash, and are subject to availability. Lost or stolen vouchers cannot be replaced.
22. Cancellation and Amendments
For Advance Purchase Rates, please refer to the cancellation and amendment terms set out in clause 3. Promotional Rates may only be cancelled or amended in accordance with the specific terms applying to that rate, which will be advised at the time of Booking.
Best Available Rates may be cancelled or amended on the following basis:
- You may alter or cancel your Booking up until 12 noon, seven days prior to the scheduled date of arrival, without charge.
- Cancellations or material amendments made after 12 noon, seven days prior to the scheduled date of arrival will incur a charge equal to the first night’s stay.
- In the event of a no-show, the full first night’s stay will be charged.
A cancellation reference must be obtained from us in writing to ensure that minimum charges are levied. We reserve the right to vary these cancellation terms in respect of specific Apartments, peak periods, group Bookings, or longer stays; any such variations will be advised to you at the time of Booking.
While every effort is made to fulfil any particular requests which you may make in relation to your stay, please note that such requests do not form part of the Contract and we cannot guarantee that we will be able to meet them. Your Booking is for a class of Apartment at the Hidden Property and does not guarantee that you will be able to stay in a specific Apartment, or in the same Apartment for the duration of your stay. If we need to move you to a different Apartment during your stay for which a lower rate applies than the rate you booked, we will refund you the difference.
In the event that we need to change the date of your Booking for any reason, we will provide you with alternative availability for a date within a maximum period of 24 months of the original Booking. Only in the event that we are unable to provide you with alternative availability within 24 months of the Booking will you be entitled to cancel the reservation, with a refund of any sums paid being made in full and final settlement of all claims.
23. Force Majeure
The Company accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by, or as a result of, force majeure or any circumstances beyond its reasonable control, including but not limited to flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, war, civil unrest, fire, public health emergencies, epidemics or pandemics (including any government-mandated restrictions arising therefrom), failure of electric power, gas, water, telecommunications or other utility services, plant, machinery, computers, vehicles, or any collapse of building structures.
24. Limitation of Liability
The Company will not be responsible for the loss of or damage to any property left in the Apartment or at the Hidden Property other than as required under the Hotel Proprietors Act 1956 or any other applicable law.
The Company will not be liable for any indirect, consequential, or pure economic loss, or any loss of profit, goodwill or opportunity (whether caused by the negligence of the Company, its employees, contractors or agents, or otherwise). The Company’s total liability under or in connection with the Contract shall not exceed the value of the charges received by it under the Contract.
Nothing contained in the Contract or in any other document referred to in or incorporated into it shall be read or construed as excluding or limiting any liability for death or personal injury caused by the Company’s negligence, liability for fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
25. Data Protection and Privacy
We are committed to protecting and respecting your privacy. We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and all other applicable data protection legislation.
25.1 Data Controller
For the purposes of the UK GDPR, the data controller is Salboy St Ives Limited (company number 12781013), Unit 2 Block C, 14 Hulme Street, Salford, Greater Manchester, England, M5 4ZG. You can contact us in relation to data protection matters by emailing hello@hiddenstay.com.
25.2 Personal Data We Collect
We collect and process personal data that you provide to us when making a Booking, contacting us, or otherwise interacting with the Website. This may include your name, postal and email addresses, telephone number, date of birth (where required), identity document details, payment card details, the names of additional Guests staying with you, your stay preferences, dietary requirements or accessibility needs, and any correspondence between us.
25.3 Lawful Bases and Purposes
We process your personal data on the following lawful bases and for the following purposes:
- Performance of a contract: to take and process your Booking, to provide you with the Apartment and related services, to take payment, and to communicate with you about your stay.
- Compliance with a legal obligation: to comply with our legal and regulatory obligations, including record-keeping, anti-fraud, taxation, and any obligations relating to guest registration.
- Legitimate interests: to operate, secure and improve our business, our Website, and our services, to prevent fraud, to handle complaints, and to send you service-related communications. We balance these interests against your rights and freedoms.
- Consent: to send you marketing communications by email or SMS where you have opted in to receive them, and for the use of non-essential cookies. You may withdraw your consent at any time.
25.4 Sharing of Personal Data
We may share your personal data with: trusted third-party service providers who process data on our behalf (including booking and payment processors, IT and hosting providers, customer review platforms, and email marketing platforms); professional advisers; regulators, law enforcement, and other authorities where required by law; and a successor entity in the event of a sale, merger, or restructuring of our business. We do not sell your personal data to third parties.
25.5 International Transfers
Where personal data is transferred outside the United Kingdom or the European Economic Area, we ensure that appropriate safeguards are in place, such as the UK International Data Transfer Agreement, the EU Standard Contractual Clauses, or transfers to jurisdictions covered by an applicable adequacy decision.
25.6 Retention
We retain personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, or reporting requirements. Booking and transactional records are typically retained for at least seven years to comply with HMRC and other regulatory requirements. Marketing data is retained until you withdraw consent or until it is no longer relevant.
25.7 Your Rights
Subject to the conditions and exemptions set out in applicable data protection law, you have the right to: access your personal data; request rectification of inaccurate data; request erasure of your data; restrict or object to our processing; data portability; withdraw consent where we rely on consent; and lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk. To exercise any of your rights, please contact us at hello@hiddenstay.com.
25.8 Cookies and Marketing
Our Website uses cookies and similar technologies. Where required, we will obtain your consent before placing non-essential cookies on your device. We will only send you marketing communications where you have opted in or where we are otherwise permitted to do so under applicable law. You can unsubscribe from marketing communications at any time by following the unsubscribe link in any marketing email or by contacting us directly.
25.9 Privacy Policy
Our full Privacy Policy, available at hiddenstay.com/privacy-policy, contains further information about how we collect, use, share, and protect your personal data. The Privacy Policy forms part of these Terms.
26. Website Information and Intellectual Property
While all reasonable efforts have been taken to ensure the accuracy of information on the Website, the Company does not accept responsibility for errors or omissions and reserves the right to amend, cancel, or vary any of the arrangements featured on the Website without notice. Please note that in certain circumstances generic photographic images may be used to represent the general style of an Apartment or Hidden Property.
The content of the Website, including all text, images, graphics, logos, and design elements, is the copyright of the Company or its licensors and may not be copied, reproduced, published, distributed, or amended for any purpose without our prior written consent. Trademarks used on the Website are the property of their respective owners. Hyperlinks to third-party websites are provided for your convenience; we cannot accept responsibility for the content or use of third-party sites.
27. Complaints
If you have any concern or complaint during your stay, please notify a member of our team as soon as possible so that we have the opportunity to resolve it. If your concern is not resolved to your satisfaction, please contact us in writing at hello@hiddenstay.com within 28 days of your departure, providing your Booking reference and full details of the matter. We aim to acknowledge complaints within 5 working days and to provide a substantive response within 28 days.
28. Third Party Rights
A person who is not a party to the Contract has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the Contract.
29. Severability
If any provision of these Terms is held to be invalid or unenforceable by any court of competent jurisdiction, that provision shall be deemed deleted and the remaining provisions of these Terms shall continue in full force and effect.
30. Entire Agreement and Variation
These Terms, together with the Booking confirmation and any additional terms expressly stated to apply to your Booking, constitute the entire agreement between you and us in relation to your Booking and supersede any previous agreement or understanding. We reserve the right to amend these Terms from time to time; the version of the Terms applicable to your Booking is the version in force on the date of your Booking.
31. Governing Law and Jurisdiction
The Contract and any non-contractual obligations arising in connection with it are governed by the laws of England and Wales. The English courts have exclusive jurisdiction to determine any dispute arising in connection with the Contract, including disputes relating to any non-contractual obligations. Each party irrevocably waives any objection which it may now or later have to proceedings being brought in the English courts.
Registered Office
Salboy St Ives Limited
Unit 2 Block C
14 Hulme Street
Salford
Greater Manchester
M5 4ZG
Company number: 12781013
Email: hello@hiddenstay.com