Guest FAQs


Please below a list of our frequently asked questions if you are a guest.

What is TrustedStays?

TrustedStays is a corporate booking platform that connects travellers with accredited accommodation across the UK. Our platform is backed by the UKAA and STAA and was born out of our NHS Homes initiative that we ran during COVID. since launching TrustedStays has won number of industry awards and is an approved supplier to the UK Gov (via the Crown Commercial Service).

Why are your properties so expensive compared to other online real estate platforms?

TrustedStays properties include services for your stay. They include utilities, council tax as well as other ancillary services such as hotel-grade linens and a small welcome pack upon arrival. Check the listing carefully to ensure what services are included for your stay or get in touch with the team with any specific questions or requirements.

Who manages and looks after your homes?

We partner with Industry Members from the STAA (Short Term Accommodation Association) and the UKAA (United Kingdom Apartment Association) so you know that you will be staying in a home that is run by a trusted organisation. Furthermore, every TrustedStays supplier must have a 3rd party accreditation in order to list their property (unless otherwise stated on the listing).

Who will look after my reservation?

Once the payment is received and the reservation is confirmed TrustedStays will put you in contact with your host who will look after your stay pre-check-in, during and post-check-out.

Why do I need to pay for the accommodation fee upfront?

The accommodation fees must be paid upfront to secure the reservation. You are not able to pay upon arrival. For longer booking - over 2 months - we can arrange a payment plan but you will need to contact us directly.

Do you charge any additional fees such as cleaning fees or security deposits?

Most of our suppliers do charge a cleaning fee - too keep costs as low as possible whilst maintaining - it is common for this to be charged as a separate line item to the accommodation (compared to a hotel where the charge is combined in the room night).

TrustedStays won't be responsible for managing the Security Deposit for your stay but many suppliers do charge a Security Deposit in addition to the Accommodation fee - please check the listing carefully or get in touch prior to booking to confirm.

I cannot make a payment with my credit card? Can I pay another way?

  1. We only accept payment on our website using a credit card. 
  2. If you wish to pay via invoice, please get in touch with the details of your inquiry. 
  3. BACS transfers are available for accommodation booked in advance, they are not suitable for last minute bookings.
  4.  We do not accept bookings via Paypal.

I want to make a booking for a few months? Can I pay monthly?

This is only possible for bookings over 2 months - please get in touch directly to arrange this.

I am a keyworker? Do you provide a discount for keyworkers like you did during the pandemic?

Some of our suppliers do offer a 10% "blue-light" discount. Please get in touch to discuss further.