Guest Terms & Conditions

When you complete a booking request on Pilgrim Stays UK, you accept these Terms & Conditions and any other terms provided during the booking process. By using our platform, you confirm that you have read and agree to be bound by them.

If anything in these Terms is or becomes invalid or unenforceable, it will still be enforced to the fullest extent permitted by law, and you will remain bound by everything else in the Terms.

These Terms apply to guests booking accommodation through the Pilgrim Stays UK platform. Separate terms apply to hosts listing their properties, and to travellers booking pilgrimage tours through our sister brand, Christian Tours.

The English version of these Terms is the original. If there is any mismatch between the English version and a translation, the English version applies unless local law requires otherwise.

Pilgrim Stays UK is a trading name of Twelve Pilgrims Travel Ltd ("we", "us", "our"), a company registered in England and Wales.

Pilgrim Stays UK is an online marketplace that connects Christian travellers and pilgrims with faith-friendly accommodation providers ("hosts"). We provide the platform for listing, searching, and booking accommodation, and we process payments on behalf of hosts.

We act as an agent on behalf of the host, not as a principal. We do not buy, resell, or mark up the accommodation — the price you pay is the price set by the host. The booking contract is between you (the guest) and the accommodation provider (the host). We facilitate the booking and process your payment on the host's behalf, but we are not a party to the accommodation contract.

Our platform allows you to search for, compare, and request to book accommodation listed by hosts across the UK. We offer two types of listing: integrated listings, which can be booked and paid for directly through the platform, and directory listings, which display the property's details and link you to the host so you can contact them directly.

We make reasonable efforts to ensure that listings are accurate and that hosts are genuine, reviewed providers. However, we do not personally inspect every property, and we cannot guarantee the accuracy, completeness, or availability of any listing. Listing content — including descriptions, images, amenities, and prices — is provided by the host.

We may, at our discretion, remove, suspend, or modify any listing that breaches these Terms, our host terms, or applicable law, or that we believe may cause harm to guests or to the platform.

The price shown for a listing is set by the host. It may be charged per night or per day depending on the property, and may vary by date, season, room type, and rate plan. Any applicable rate plans or seasonal pricing are applied automatically when you select your dates.

The total price you pay is the host's price for your chosen dates and rooms, plus a transparent 3% booking fee. We do not add any hidden markup or surcharge to the accommodation price itself — what you see is what you pay.

For directory listings, no price is charged through the platform. Where a price is shown it is indicative only, and you arrange payment directly with the host.

Because we act as an agent and not as a principal, the accommodation supply remains the host's supply. The host is responsible for accounting for any VAT due on the accommodation to HMRC. Pilgrim Stays UK accounts for VAT only on the commission it earns from the host, not on the full booking amount.

All payments for integrated listings are processed securely through Stripe. Pilgrim Stays UK does not store your card details.

Booking on Pilgrim Stays UK works on a request-and-confirm model. You submit a booking request with your preferred dates, room types, and guest details. The host then reviews your request and either accepts or declines it. The host is not obligated to accept any request.

Once the host accepts your request, a secure payment link is generated and sent to you by email. Your booking is not confirmed until payment is received. You should complete payment promptly once the host accepts; if payment is not received, the host may cancel the booking and release the dates.

For integrated listings that offer online payment, payment is taken at the time of booking through Stripe Checkout and your booking is confirmed immediately, without waiting for host approval.

Upon successful payment, your booking is confirmed and you will receive a confirmation email with your unique booking reference (e.g. PSK-AB12CD). Please quote this reference in all correspondence about your booking.

Cancellation and amendment policies are set entirely by the accommodation provider (the host or hotel), not by Pilgrim Stays UK. Each provider sets their own policy, so the terms vary from property to property. The specific cancellation policy that applies to your booking is shown on the listing page before you confirm and is included in your booking confirmation email — please check your confirmation email for the exact terms that apply to your stay.

If you need to amend your booking (for example change dates, room types, or guest numbers), you can submit an amendment request through the Manage Booking page. Amendments are subject to host approval and availability, and price adjustments may apply. The host may also propose amendments to your booking, and you will be notified by email so you can accept or decline.

If you need to cancel, you can do so through the Manage Booking page using your booking reference. Because the cancellation policy is set by the provider, the refund amount depends on the terms in your confirmation email and the timing of your cancellation. Refunds are processed back to the original payment method and may take 5–10 working days to appear in your account.

If a host cancels a confirmed booking, you will receive a full refund, and we will make reasonable efforts to help you find alternative accommodation.

Some accommodation on our platform is sourced through our partner supplier, HotelBeds (HBX Group). These listings are clearly marked on the booking panel, and the room rates shown are the hotel's own selling rates — we do not add any markup, booking fee, or surcharge to these rates. The price you see is the price you pay at the hotel.

For partner-supplier bookings, you pay the hotel directly on arrival. No payment is taken through our platform at the time of booking. To secure your reservation, we collect a card from you at the time of booking via our payment processor, Stripe. Your card details are tokenized by Stripe and stored securely with them — we do not hold or process your card number ourselves. No charge is made to this card when you complete your stay as booked; it is held solely as a booking guarantee. Your booking is confirmed immediately with the hotel when you complete your request on our platform, and you will receive a confirmation email with your booking reference and, where available, a voucher link.

The price quoted to you at the time of booking is locked through a live rate-validation process with our supplier. Once your booking is confirmed, the room rate is held for your stay. However, availability and rates are live and can change between the time you view a listing and the time you confirm your booking. If the rate you selected is no longer available when you confirm, you will be notified and may select a different room or dates. We will never charge you more than the rate you confirmed without your consent.

Cancellation and amendment policies for partner-supplier bookings are set by the hotel or its supplier, not by our standard policy tiers. The specific cancellation terms that apply to your booking are displayed on the listing page before you confirm and are included in your confirmation email. These may include free-cancellation deadlines, non-refundable periods, and partial charges. It is your responsibility to review these terms before booking. Any cancellation or amendment fees are determined by the hotel's policy and are payable to the hotel, not to us.

Booking guarantee and no-show charges: If you do not arrive on your check-in date (a "no-show") or if you cancel your booking past the free-cancellation deadline set by the hotel, the hotel or its supplier may bill us a cancellation or no-show fee in accordance with the cancellation policy displayed on your booking. Where such a fee is incurred, we will charge the card you provided at booking for the amount of that fee plus a 3% processing fee to cover our administrative and payment-processing costs. By confirming your booking, you authorise us to make this charge to your card on an off-session basis (without further authentication) if a no-show or late-cancellation fee is incurred. If your stay is completed as booked, no charge is made to your card and the guarantee is released.

If you need to cancel or amend a partner-supplier booking, you must do so through our platform using the Manage Booking page. We will process the cancellation or amendment with our supplier on your behalf. You should not contact the hotel directly to cancel or amend a booking made through our platform, as the hotel may not be able to identify or modify your reservation without our supplier's reference.

For partner-supplier bookings, we act as an agent on behalf of our supplier, not as a principal. Your accommodation contract is with the hotel. While we make every effort to ensure that the information displayed — including room descriptions, amenities, images, and availability — is accurate and up to date, this content is provided by our supplier and we cannot guarantee its completeness or accuracy. We are not responsible for any changes the hotel makes to your booking, the room allocated, or the services provided after confirmation.

You must present your booking reference (and voucher, where provided) at check-in. The hotel may require photo identification matching the name on the booking. If the hotel is unable to locate your booking, please contact us immediately and we will assist in resolving the matter with our supplier.

Where a booking is priced in a currency other than pounds sterling (for example, euros), the amount shown is in the listing currency. The amount you pay at the hotel may be subject to the hotel's own exchange rate or currency conversion, and we are not responsible for any differences arising from currency conversion at the hotel.

If a partner-supplier booking cannot be confirmed — for example because the room is no longer available or the rate has expired — we will notify you as soon as possible. No booking will have been made and no charge will apply. You may then select alternative dates or rooms, or we will help you find alternative accommodation where possible.

Your accommodation contract is directly with the host, not with Pilgrim Stays UK. The host is responsible for providing the accommodation as described in their listing.

Any special requests — such as early check-in, dietary requirements, or accessibility needs — should be communicated through the platform or directly with the host prior to arrival. While hosts will do their best to accommodate reasonable requests, special requests are not guaranteed unless confirmed in writing.

Check-in and check-out times, house rules, and specific property policies are set by the host and displayed on the listing. You are responsible for reviewing these before booking and for complying with them during your stay.

Hosts on Pilgrim Stays UK are reviewed and approved before their listings go live, and we may award a "Pilgrim Approved" badge to providers we consider particularly reliable. However, we do not personally inspect every property and cannot guarantee the accuracy of every listing or the conduct of every host.

Guests may be required to provide identification or other verification at check-in, in accordance with the host's policies and UK law.

If you have concerns about a property or host, you should report them to us immediately at info@twelvepilgrims.co.uk.

Your personal data is processed in accordance with UK GDPR and our Privacy Policy.

We share your name, contact details, and booking information with the host for the purpose of fulfilling your booking. We do not sell your personal data to third parties.

For full details of how we collect, use, and protect your data, please see our Privacy Policy.

We are committed to making our platform accessible to all travellers. If you have accessibility needs, you can filter and search for suitable properties and communicate any specific requirements directly with the host before booking.

If you experience any difficulty using our platform, please contact us at info@twelvepilgrims.co.uk and we will do our best to help.

Pilgrim Stays UK does not provide travel insurance. We strongly recommend that you arrange appropriate travel insurance to cover cancellation, loss, damage, medical emergencies, and other risks before your stay.

Any insurance arranged by a host (for example public liability insurance) is the responsibility of the host. You may ask the host for details of their cover before booking.

All content on the Pilgrim Stays UK platform — including our name, logos, text, graphics, and software — is owned by or licensed to Twelve Pilgrims Travel Ltd and is protected by intellectual property laws. You may not copy, reproduce, or redistribute our content without our prior written permission.

Listing content (descriptions, images, and other material) remains the property of the host or their licensors. You may not copy or reuse host content without their permission.

If something goes wrong with your booking or your stay, please first contact the host directly — most issues can be resolved quickly this way.

If the issue cannot be resolved with the host, you may contact us at info@twelvepilgrims.co.uk and we will endeavour to assist. We may help facilitate communication between you and the host, but we are not obligated to mediate or adjudicate disputes.

For serious concerns about safety, conduct, or misrepresentation, please report them to us immediately and we will investigate and take appropriate action.

You may communicate with your host through the platform or using the contact details provided in your booking confirmation. Please keep all communications respectful and relevant to your booking.

We may monitor or review communications where necessary to provide our services, comply with the law, or investigate suspected misuse.

We expect guests and hosts to treat each other with respect and honesty. Unacceptable behaviour — including fraud, abuse, harassment, discrimination, damage to property, or any breach of these Terms — may result in the cancellation of your booking, removal from the platform, and where appropriate referral to the authorities.

We reserve the right to refuse or cancel bookings, and to suspend or remove accounts, where we reasonably believe a user has engaged in unacceptable behaviour or breached these Terms.

After your stay, you may be invited to leave a review of the property and host. Reviews must be honest and based on your genuine experience.

We reserve the right to remove or not publish reviews that are defamatory, false, offensive, or otherwise inappropriate. Hosts may post a public reply to reviews of their property.

Pilgrim Stays UK provides a platform to facilitate bookings between guests and hosts. We are not responsible for the actions, omissions, or conduct of hosts or their properties.

To the maximum extent permitted by law, our liability is limited to the platform fee portion of your booking. We are not liable for any indirect, consequential, or incidental damages arising from your use of the platform or your stay at any property.

We do not warrant that the platform will be uninterrupted, error-free, or completely secure. We are not responsible for any data loss, communication failures, or technical issues beyond our control.

Disputes regarding the accommodation, property condition, or service provided by the host should be resolved directly with the host. We may assist in facilitating communication but are not obligated to mediate or adjudicate disputes.

If you have a complaint about a booking, please first contact the host directly. If the issue cannot be resolved, you may contact us at info@twelvepilgrims.co.uk and we will endeavour to assist.

These Terms & Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Twelve Pilgrims Travel Ltd

Suite 1, 8 The Bridge, Chippenham, Wiltshire, SN15 1FY, UK

Email: info@twelvepilgrims.co.uk

Tel: 01638 590 762