Booking, payment and customer relationship terms
Mix & Match Stays Ltd · Company No. 17075836 · May 2026
Last updated: May 2026
1.1 These Terms and Conditions (the “Terms”) govern your use of the mixmatchstays.com website and any related services (the “Platform”) operated by Mix & Match Stays Ltd (“Mix & Match Stays”, “we”, “us” or “our”).
1.2 By accessing the Platform, creating an account, or making a booking, you confirm that you have read, understood and agreed to these Terms. If you do not agree, you must not use the Platform.
1.3 These Terms should be read together with our Privacy Policy, Cookie Policy, and any specific terms presented to you at the point of booking.
2.1 Mix & Match Stays Ltd is a company registered in England and Wales under Company No. 17075836 — ICO Reg. No. ZC114008
2.2 Our registered office address is 1st Floor North Westgate House, Harlow, Essex, CM20 1YS
2.3 You can contact us by email at support@mixmatchstays.com or through the contact form available on the Platform.
In these Terms, the following words have the meanings set out below:
Booking — A confirmed reservation made through the Platform for one or more nights of hotel accommodation. Each hotel reservation within a multi-stop booking is an independent contract between you and the relevant Hotel.
Hotel — Any property, hotel, apartment or other accommodation provider made available for booking through the Platform via our supply partners.
Hotel Partner — Any third-party hotel inventory provider that supplies accommodation availability and rates to the Platform.
Itinerary — The collection of independent hotel reservations made in a single booking session, which may span multiple Hotels and locations. An Itinerary is presented as a convenience and does not constitute a bundled travel product or package holiday.
Lead Traveller — The individual who creates the Booking and is responsible for it on behalf of all guests included.
Platform — The Mix & Match Stays website at mixmatchstays.com, together with any related applications and services.
Total Price — The sum of the individual prices payable for each independent hotel reservation in a booking session, including applicable taxes and fees, displayed at checkout.
You / Your — The person using the Platform, creating an account, or making a Booking.
4.1 You must be at least 18 years old and have full legal capacity to enter into binding contracts in order to make a Booking on the Platform.
4.2 If you are making a Booking on behalf of other guests, you confirm that you are authorised to do so and that you accept these Terms on their behalf.
4.3 You must provide accurate, current and complete information when using the Platform.
5.1 Certain features of the Platform require you to register for an account. You agree to keep your login credentials confidential and to notify us promptly if you suspect any unauthorised access.
5.2 You are responsible for all activity that takes place under your account.
5.3 We may suspend or close an account where we reasonably believe it has been used in breach of these Terms, fraudulently, or in connection with abusive behaviour.
6.1 Mix & Match Stays operates an online hotel reservation platform that enables travellers to find and book accommodation at multiple properties in a single session, with one payment and one consolidated confirmation.
6.2 We act as an intermediary and booking facilitator between you and the Hotels. The contract for each night of accommodation is between you and the relevant Hotel, not between you and Mix & Match Stays.
6.3 We do not own, operate or control the Hotels listed on the Platform. We rely on information provided by our Hotel Partners and take reasonable care to ensure it is accurate, but we do not warrant that all information is complete or free of error.
6A. Nature of Each Booking — Independent Reservations
6A.1 Each hotel reservation made through Mix & Match Stays is an independent booking. When you select a hotel for a particular night and confirm payment, you are entering into a separate contract with that Hotel for that night’s accommodation. Mix & Match Stays facilitates that contract on your behalf; it is not a party to it.
6A.2 The fact that you may make reservations at more than one Hotel in a single booking session, and that these reservations are paid for together in a single checkout, does not merge those reservations into a single contract or create a bundled travel product. Each reservation retains its own contractual identity.
6A.3 This means:
• Each Hotel’s reservation is governed by that Hotel’s own price, room terms, check-in and check-out conditions, and cancellation policy — all of which are displayed to you before you confirm that reservation.
• Cancelling one reservation does not affect any other reservation in your booking session. Each can be cancelled independently, subject to its own policy.
• If one Hotel is unable to honour a confirmed reservation, the other Hotels in your booking session are not affected.
• Each Hotel issues its own booking confirmation, which is consolidated into a single summary email as a convenience.
6A.4 You are booking each Hotel yourself, based on your own choice of destination, dates and preferences. Mix & Match Stays provides the search interface and payment processing. It does not select, recommend, bundle or otherwise determine the combination of Hotels you choose.
6B. Mix & Match Stays as a Booking Aggregator
6B.1 Mix & Match Stays operates as a hotel booking aggregator and marketplace. In this respect it is similar to other online marketplaces that allow consumers to purchase goods or services from multiple independent providers in a single transaction. The consolidation of payment and the presentation of a combined booking summary are features designed for your convenience; they do not alter the independent nature of each underlying reservation.
6B.2 Mix & Match Stays does not combine hotel accommodation with any other type of travel service (such as flights, transfers, car hire or excursions). Every reservation made through the Platform is for accommodation only. Each accommodation reservation is independently priced, independently cancellable, and subject to its own supplier terms.
6B.3 Mix & Match Stays is the Merchant of Record for payment processing purposes. This means that your payment is collected by Mix & Match Stays Ltd on behalf of the Hotels, and your bank statement will show Mix & Match Stays Ltd or MIX&MATCH STAYS LTD as the merchant. This payment processing arrangement does not affect the independent nature of your individual hotel reservations or alter the contractual relationships described in clause 6A.
6C. Package Travel Regulations — Platform Position
6C.1 Mix & Match Stays has considered whether its hotel reservation platform constitutes a package organiser under the Package Travel and Linked Travel Arrangements Regulations 2018 (the “Regulations”). For the reasons set out below, Mix & Match Stays operates as a booking aggregator and not as a package organiser.
6C.2 The Platform does not combine travel services into a holiday product. Each reservation is an independent accommodation booking chosen by the traveller. The Regulations were designed to protect consumers from the collapse of pre-assembled holiday products where multiple components are interdependent. That scenario does not apply to individual independent hotel reservations made through a booking aggregator.
6C.3 The key characteristics that support this position are:
• The traveller selects each hotel independently, based on their own choice.
• Each hotel is priced separately and transparently before booking.
• Each hotel has its own cancellation policy which is displayed and applies independently.
• There is no interdependency between reservations — the failure of one hotel to deliver does not affect any other reservation.
• Mix & Match Stays does not combine accommodation with any other type of travel service.
• Payment consolidation is a processing convenience and does not create a bundled travel product.
6C.4 Notwithstanding the above, if the Regulations or any successor legislation are determined by a court, regulator or legislative change to apply to the Platform or any part of its services, your statutory rights under those Regulations will apply in full. Nothing in these Terms is intended to, or shall operate to, limit or exclude any rights you may have under applicable mandatory consumer protection legislation.
6C.5 Mix & Match Stays reviews its regulatory position periodically and will update these Terms if its product offering or the applicable legal framework materially changes.
7.1 To make a Booking, you select your desired Hotels, dates and room types, add them to your basket, and complete checkout. Each Booking may include multiple Hotels for different nights of the same trip.
7.2 When you submit a Booking, you are making an offer to enter into an independent contract with each Hotel included in your session on the terms displayed at the point of booking. Each contract is formed when we send you a confirmation email containing your booking reference.
7.3 Each Hotel’s own rules, room rates and cancellation policies are displayed before you confirm. By proceeding, you agree to those rules in respect of that Hotel.
7.4 You are responsible for ensuring that the details you provide are accurate. Errors caused by inaccurate information you provide may result in additional fees or refused service at check-in.
8.1 All prices displayed on the Platform are inclusive of applicable taxes and the cost of accommodation as supplied by the Hotel Partner, unless explicitly stated otherwise.
8.2 Local taxes, city taxes, resort fees or other charges payable directly to the Hotel at check-in (where applicable) will be flagged where this information is available to us but may also apply where they are not. These are payable directly to the Hotel.
8.3 Prices are displayed in the currency you select. Where you pay in a different currency from the one in which the Hotel ultimately charges, your bank or card issuer may apply additional fees for which we are not responsible.
8.4 The price displayed at the point of confirmation is the price that will apply to that reservation.
9.1 Payment for all reservations in your booking session is taken at the point of booking through our payment provider.
9.2 We use a regulated third-party payment processor. We do not store full payment card details on our systems.
9.3 You confirm that the payment method used belongs to you, or that you are authorised to use it for the purposes of the Booking.
9.4 If a payment is reversed, charged back, or otherwise rejected after a Booking has been confirmed, we reserve the right to cancel the affected Booking and may pursue recovery of any losses we incur.
10.1 Once your Booking is confirmed, you will receive a single consolidated confirmation email setting out all of your individual hotel reservations, including each Hotel, the nights booked, the price paid, and the cancellation policies applicable to each Hotel.
10.2 It is your responsibility to check your confirmation carefully and to notify us immediately of any errors.
10.3 You must present a valid form of identification at check-in as required by each Hotel.
11.1 Whether you may change a confirmed reservation, and on what terms, depends on the policies of the relevant Hotel. Those policies were displayed to you at the point of booking.
11.2 Where a Hotel permits changes, we will use reasonable efforts to assist, but we cannot guarantee that any change request will be accepted.
11.3 Some rates are sold on a non-changeable basis. Where this is the case, it will have been clearly indicated before you completed the Booking.
12.1 Each Hotel within your booking session has its own cancellation policy. These policies were displayed to you before you completed the Booking and apply to each reservation separately.
12.2 Cancellation of one reservation does not automatically cancel any other reservation in your booking session.
12.3 Where you are entitled to a refund, we will process it back to the original payment method within a reasonable period after the cancellation is confirmed.
12.4 Refunds are made in the currency of the original transaction. We are not responsible for exchange rate differences between the date of payment and the date of refund.
12.5 Detailed information about how to cancel and how refunds are processed is set out in our Refund and Cancellation Policy.
13.1 Occasionally, a Hotel may need to change or cancel a confirmed reservation due to operational reasons or circumstances outside our control.
13.2 Where this happens, we will use reasonable efforts to provide a suitable alternative. If no acceptable alternative can be provided, we will refund the price paid for the affected reservation.
13.3 Where we cancel a Booking ourselves (for example because of suspected fraud or breach of these Terms), we will notify you and process any refund due in accordance with the relevant Hotel cancellation policies.
14.1 Your stay at each Hotel is governed by that Hotel’s own house rules and the independent contract you have entered into with that Hotel via the Platform.
14.2 The Hotel is responsible for the provision of the accommodation services. We do not control room allocation, on-site staff conduct, or the quality of facilities.
14.3 If you experience problems during your stay, you should first raise them with the Hotel directly. If the Hotel cannot resolve your issue, please contact us.
15.1 If you are unhappy with any aspect of our service, please contact us as soon as reasonably possible.
15.2 We aim to acknowledge complaints within 5 working days of receipt and to provide a substantive response within 28 days.
16.1 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under applicable law.
16.2 Subject to clause 16.1, our total liability to you in connection with any Booking or your use of the Platform is limited to the amount paid by you for the affected reservation.
16.3 We are not liable for losses that are not reasonably foreseeable, for losses arising from your failure to provide accurate information, for losses caused by Hotels or other third parties outside our control, or for losses caused by events beyond our reasonable control.
16.4 Nothing in these Terms affects your statutory rights as a consumer under UK law.
17.1 We are not responsible for any failure to perform our obligations where that failure is caused by events outside our reasonable control, including acts of God, war, terrorism, pandemics, government action, or failures of third-party services on which we depend.
18.1 The Platform and all associated content, software, design, and trade marks are owned by Mix & Match Stays or our licensors.
18.2 We grant you a limited, non-exclusive, non-transferable licence to access and use the Platform for personal, non-commercial purposes only.
19.1 You agree not to use the Platform for any unlawful purpose, in any way that may damage the Platform, or in any way that interferes with another user’s enjoyment of the Platform.
19.2 You agree not to make speculative or fraudulent bookings, use automated means to harvest data, or attempt to gain unauthorised access to our systems.
20.1 Where the Platform offers access through a closed beta or promotional programme, additional terms may apply. Such access does not create any contractual right to ongoing access or specific features.
20.2 Bookings made during Promotional Access are real Bookings and are subject to these Terms in full.
21.1 We process personal data in accordance with our Privacy Policy and applicable data protection law, including the UK GDPR and the Data Protection Act 2018.
21.2 By using the Platform, you acknowledge that we will share necessary personal data with Hotels and our service providers to fulfil your Booking.
22.1 The Platform integrates with third-party services including hotel inventory providers, payment processors, email service providers, and analytics tools. These services have their own terms and privacy practices.
22.2 We are not responsible for the practices of third parties beyond our reasonable control.
23.1 We may update these Terms from time to time. The version applicable to any Booking is the version in force at the time the Booking was made.
23.2 Continued use of the Platform after the publication of updated Terms constitutes acceptance of those Terms in respect of future Bookings.
24.1 Either party may terminate the relationship between us at any time, subject to the completion of any outstanding Bookings.
24.2 Termination does not affect any rights, remedies or obligations that have accrued before termination.
25.1 These Terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales.
25.2 The courts of England and Wales have exclusive jurisdiction to settle any dispute, except that consumers resident outside England and Wales may have the right to bring proceedings in their country of residence under applicable law.
26.1 If you have any questions about these Terms or your Booking, you can contact us using the following details:
Company
Mix & Match Stays Ltd
Company Number 17075836
ICO Reg. Number ZC114008
Registered Office
c/o Aacsl Accountants Ltd, 1st Floor, North Westgate House, Harlow, Essex, CM20 1YS, United Kingdom.
Operations Office
North Somerset, United Kingdom.
Customer Support
support@mixmatchstays.com
Website
mixmatchstays.com