Cancellation Policy

We want every guest to book with confidence. Our cancellation policy is straightforward and fair.

14 or more days before check-in

Full refund — no questions asked.

7 to 14 days before check-in

50% refund of the total booking cost.

Less than 7 days before check-in

No refund. The full booking amount is retained.

24-Hour Grace Period

If you need to cancel within 24 hours of making your booking, you will receive a full refund — provided your check-in date is at least 7 days away at the time of cancellation.

All cancellation requests must be submitted in writing via email to Contact@keystonestay.com or via WhatsApp. The cancellation date is the date we receive your written request.

What if a guest needs to cancel because of an emergency?

In the event of a genuine emergency, we will do our best to offer a refund or find a fair solution. Please contact us as soon as possible so we can help.

Exceptional Circumstances Policy

This Exceptional Circumstances Policy explains how cancellations are handled when serious, unforeseen events beyond a guest’s control arise after booking and make it impossible or unlawful to complete a stay. When a situation covered by this Policy applies, it will take precedence over our standard cancellation terms above. Guests affected by a qualifying event may be eligible to cancel and receive a full or partial refund, depending on the circumstances. We assess each case individually and always aim to be fair.

What situations are covered

The following situations may qualify under this Policy, provided they occur after booking, were unforeseeable at the time of booking, and directly prevent the guest from completing their stay.

Changes to government travel requirements

Unexpected changes to visa or passport requirements introduced by a government authority that prevent travel to the United Kingdom. This does not cover lost or expired travel documents, or personal circumstances relating to a guest’s eligibility to travel.

Declared emergencies and epidemics

Government-declared local or national emergencies, epidemics, pandemics, or public health emergencies. This does not apply to diseases that are endemic or widely present in a region and could reasonably have been anticipated before booking.

Government travel restrictions

Official travel restrictions imposed by a government authority that prevent or prohibit travelling to, staying in, or returning from London. This does not include non-binding travel advisories or general government guidance that stops short of a formal prohibition.

Military actions and civil unrest

Acts of war, invasion, terrorism, explosions, riots, civil disorder, or similar large-scale hostilities.

Natural disasters

Significant natural disasters, large-scale utility failures, volcanic eruptions, tsunamis, or severe and abnormal weather events that directly affect travel or the property. This does not include weather conditions that are common or foreseeable for the time of year and location.

What is not covered

Everything else falls outside this Policy. This includes, but is not limited to: personal illness or injury; changes in personal plans; work or family commitments; transport disruptions such as flight, train, or road delays unrelated to a covered event; or cancellation of an event you were travelling for. In these cases, our standard cancellation terms above will apply.

What to do if you are affected

If you believe your situation qualifies under this Policy, please contact us directly as soon as possible — by email at Contact@keystonestay.com or via WhatsApp. We will ask you to provide relevant documentation showing how the event has impacted your travel or reservation. We will review your case and respond promptly.