TERMS & CONDITIONS

1. SCOPE OF APPLICATION AND CONTRACTING PARTY

1.1 These General Terms and Conditions govern the rights and obligations of you as a (prospective) guest and the Operator (as defined below) of the A-STAY property at which you reserve or stay, within the scope of the services offered and provided under the A-STAY brand.

1.2 A-STAY is a hospitality brand. Each A-STAY property is operated by a separate legal entity (the "Operator"). The Operator of the property you reserve is your sole contracting party, is responsible for providing the services and issues your invoice.

1.3 The Operators are:

A-STAY Hotel, Pelikaanstraat 86, 2018 Antwerp, Belgium — operated by A-STAY Pelikaanstraat NV, VAT/enterprise number BE0727908190, RPR Ghent (Ghent division), with registered office at Soenenspark 1, 9051 Gent, Belgium.
A-STAY Studios, Plantin en Moretuslei 101, 2018 Antwerp, Belgium — operated by A-STAY Plantin BV, VAT/enterprise number BE1043783643, RPR Ghent (Ghent division), with registered office at Soenenspark 1, 9051 Gent, Belgium.

1.4 The Operator applicable to your reservation is stated on your reservation confirmation and invoice. All references to "A-STAY", "we" or "us" in relation to a reservation or stay refer to that Operator.

1.5 The guest (you) and the Operator are collectively referred to as the parties and individually as a party.

1.6 These General Terms and Conditions cover all aspects of reservation and post-reservation.

1.7 (Prospective) guests acknowledge having read and accepted these General Terms and Conditions, which are available for review on the Website and which will also be presented for acceptance prior to making any reservation. The version of these General Terms and Conditions in force at the time the reservation is made and completed applies.

1.8 These General Terms and Conditions apply to all reservations made via the Website, by email or telephone, through third-party distribution channels or agents, or by any other means developed later, and to walk-ins where a guest presents themselves at the property without a prior reservation. Where a reservation is made through a third-party channel, the rate conditions displayed on that channel at the time of booking also apply. In case of conflict between those rate conditions and these General Terms and Conditions, the rate conditions of the channel prevail as regards prepayment, cancellation, modification and refunds. Walk-in guests accept these General Terms and Conditions at check-in, before the accommodation is made available to them.

1.9 These General Terms and Conditions apply to the exclusion of any general or special terms and conditions of the guest, including any purchasing, procurement or other terms and conditions, irrespective of when or how such terms and conditions are communicated to the Operator. Any such terms and conditions shall only apply if expressly accepted in writing by the Operator.

1.10 In these General Terms and Conditions: (i) "Website" means www.a-stay.com, including the booking engine and the check-in displays at the properties; (ii) "Privacy Policy" means the Operator’s privacy notice published on the Website; (iii) "consumer" means a guest who is a natural person acting for purposes outside his or her trade, business, craft or profession; and (iv) "business client" means any other guest, including a company or organisation that makes a reservation for its employees or guests.

2. RESERVATIONS

Prospective guests can select the services displayed on the Website or presented on the check-in displays at A-STAY properties.

On the Website, prospective guests can reserve a maximum of ten (10) rooms per reservation. Reservations of more than ten (10) rooms are considered "group bookings" and are handled in accordance with the Operator’s group booking policy, which is communicated to the guest before the group booking is confirmed.

2.1 Reservation process

The Operator reserves the right to verify the information submitted or provided by guests.

Reservations are made using the reservation webform available on the Website or the check-in displays available for this purpose at the property.
The contract between the guest and the Operator is concluded when the Operator sends the reservation confirmation referred to in clause 2.2(a). Until then, neither the guest nor the Operator is bound. Any amount charged for a reservation that is not confirmed is refunded without delay.
Prior to any reservation, guests must complete the information required on the reservation webform.
Guests attest to the truthfulness and accuracy of the information submitted. In particular, guests making a reservation confirm that they are of legal age to enter into legally binding contracts.
The reservation process includes the following main steps: (1) finding a property and selecting suitable accommodation; (2) checking the reservation details and total price and making any necessary changes (accommodation, rate, supplementary services), for online reservations only; (3) completing guest details; (4) entering credit card details where a guarantee or prepayment is required; (5) reviewing and accepting these General Terms and Conditions; (6) confirming the reservation.

2.2 Confirmation of reservation

A confirmation of the reservation is sent immediately to the email address provided by the guest. If the guest has not received the confirmation within 48 hours, the guest must contact the property.
The confirmation summarises the services reserved, the rate and its conditions (including whether it is refundable), pricing, reservation date, the Operator (legal entity) with whom the contract is concluded and after-sales contact details. Guests also receive a copy of the General Terms and Conditions as accepted by them, in a format that can be stored and reproduced, together with a link to the Privacy Policy.

2.3 Cancellation or modification by guests

Reservations cannot be cancelled or modified unless the applicable rate conditions provide otherwise or the Operator, at its sole discretion, agrees to a cancellation or modification. Changes can be requested directly with the property; contact details are provided in the reservation confirmation.
Reservations made through a third-party channel (such as an online travel agency, booking platform, travel agent or travel management company) must be modified or cancelled through that channel. The guest must contact the channel directly to request any change, cancellation or refund; the Operator can only apply changes confirmed to it by the channel, in accordance with the rate conditions under which the reservation was made.
Where the rate conditions allow cancellation, reservations can be cancelled on the Website or with the property within the deadline stated in the rate conditions.
If the guest ends the stay early without the Operator’s prior written agreement to a modification under clause 2.5, the full agreed price for the entire reserved stay remains payable. Where the reservation was prepaid or guaranteed by credit card, no refund is given.
Unless expressly stated otherwise, guests must vacate their room by 11:00 local time on the day of departure. Failing this, and unless a late check-out has been agreed, the Operator may charge the rate of one additional night.
Reservations are personal and may not be transferred to a third party, whether free of charge, for payment or for commercial purposes, unless the Operator agrees to the transfer.
No right of withdrawal. Reservations of accommodation for a specific date or period are excluded from the statutory right of withdrawal for distance contracts (Article VI.53, 12° of the Belgian Code of Economic Law). A reservation can therefore only be cancelled or modified in accordance with the applicable rate conditions and this clause 2.

2.4 Non-refundable rates

Certain rates are offered as "non-refundable" and are identified as such at the time of booking and on the reservation confirmation. Unless otherwise agreed in writing by the Operator:

the full amount of the reservation is charged at the time of booking, or at the moment stated in the rate conditions;
the reservation cannot be cancelled, amended or shortened, and no refund, credit or voucher is given in the event of cancellation, no-show, late arrival or early departure;
changes of dates, room type or guest name are not permitted; where the Operator exceptionally accepts a change, the reservation is re-quoted in accordance with clause 2.5 and the amount already paid remains non-refundable;
the foregoing does not affect the guest’s rights under clause 2.6 (cancellation or non-performance by the Operator) and clause 11 (force majeure affecting the Operator).

Non-refundable rates are offered at a reduced price in exchange for these conditions. Guests who may need flexibility are invited to select a flexible rate.

2.5 Shortening a stay and other modifications — requote

Rates are calculated on the basis of the dates, length of stay, number of rooms and number of guests reserved. Some rates, including weekly, monthly, long-stay and length-of-stay rates, are only available for a minimum number of nights.

Any request to shorten a stay — whether by arriving later, departing earlier or reducing the number of nights, before arrival or during the stay — as well as any change to dates, room type, number of rooms or number of guests, constitutes a modification of the reservation and is subject to the Operator’s prior agreement.
Where the Operator accepts the modification, the reservation will be re-quoted at the rate applicable to the revised stay on the date of the request. The revised nightly rate may be higher than the rate originally booked, in particular where the revised stay no longer meets the minimum length of stay of the original rate.
The revised price applies to the entire revised stay, including nights already consumed. Any difference will be charged to, or where applicable credited to, the guest in accordance with the original rate’s cancellation conditions for the nights released.
Nights released by shortening the stay remain subject to the cancellation conditions of the original rate. For non-refundable or prepaid rates, released nights are not refunded.
Where the modification consists solely of a reduction of the reservation (fewer nights, rooms or guests), the total amount payable by the guest after the requote shall in no event exceed the total price of the original reservation.

2.6 Cancellation or non-performance by the Operator

The Operator may only cancel a confirmed reservation in the cases provided for in clause 3 (serious breach by the guest), clause 4(d) (irregular or fraudulent reservation or payment), clause 6(i) (manifest pricing error) and clause 11 (force majeure).

If the Operator is unable to provide the reserved accommodation for any other reason (for example overbooking), it will, at its own cost, offer the guest accommodation of at least equivalent category in the same property or in another establishment nearby, together with transport to that establishment.
If the guest does not accept the alternative accommodation, the Operator will refund all amounts paid for the accommodation not provided within fourteen (14) days. If no alternative accommodation is offered, or if the guest refuses it on reasonable grounds, the Operator will in addition pay a consumer a compensation equal to the amount the consumer would have owed had the consumer cancelled the reservation at the same moment under the applicable rate conditions.
The guest may claim compensation for proven damage exceeding the amount referred to in paragraph (b), within the limits of clause 4(e).

3. YOUR STAY AT A-STAY

As required by applicable local law, guests may be asked on arrival to complete a police registration card. For this purpose, guests will be asked to provide identification. Personal information is collected and processed in accordance with the Privacy Policy.

The accommodation is provided as short-stay hotel and serviced accommodation, and not for residential purposes. The guest may not use it as his or her main residence and may not request registration at the property’s address in the population register. Stays exceeding ninety (90) consecutive nights require a separate written agreement with the Operator.

Some properties accept certain pets, provided they are kept on a leash or in a cage in public areas. Please check beforehand whether pets are allowed. Where pets are allowed, an extra charge applies, as indicated before the reservation is completed.

We only accept reservations made by people of legal age. Children under the age of 18 must always be accompanied by a parent, guardian or other responsible adult.

Guests undertake to use their accommodation responsibly and to comply with the house rules displayed at the property. In the event of a serious breach by the guest or the guest’s companions, visitors or pets, such as violence or threats towards staff or other guests, illegal activity, deliberate damage, smoking in the room, accommodating more persons than reserved, or persistent nuisance after a warning, the Operator may terminate the reservation with immediate effect by written notice stating the breach (including by email or by a letter handed over at the property) and require the guest to leave. In that case, the guest remains liable for (i) the nights already consumed and any services used, (ii) any damage and costs caused, and (iii) for the remaining nights, the amount the guest would have owed had the guest cancelled the reservation at that moment under the applicable rate conditions.

Wi-Fi access is offered free of charge. Guests undertake not to use the computing resources made available to them for illegal activities including, without limitation, the reproduction, representation, provision or communication to the public of works or material protected by copyright or any related right, such as texts, images, photographs, musical works, audiovisual works, software or video games, without the authorisation of the rights holder where required. Guests must comply with the security policy of the property’s internet service provider and refrain from any act that might undermine the effectiveness of security resources.

Smoking (including electronic cigarettes) is prohibited inside the building and outside of designated smoking areas. Smoking outside these areas will result in a cleaning fee of €250 being charged. In addition, any costs charged to the Operator as a result of a false fire alarm caused by the guest (including fire brigade intervention costs) are passed on to the guest.

The guest is liable for any loss of or damage to the room, its furniture and equipment or the building caused by the guest or the guest’s companions, visitors or pets, fair wear and tear excepted. The Operator will inform the guest in writing of the damage established and of the repair or replacement cost, with supporting evidence, before charging that cost in accordance with clause 7(a).

Guests are advised to keep valuables in the in-room safe, where available. Any loss of or damage to items brought into the property must be reported to the property without undue delay after discovery.

4. LIABILITY

Photographs displayed on the Website are indicative. Although every effort is made to ensure that photographs, images and text give as accurate an impression as possible of the accommodation offered, variations may occur.
The Operator cannot be held responsible for the non-fulfilment or inadequate fulfilment of reservations in cases of force majeure, unforeseeable or insurmountable acts or negligence of third parties (other than the Operator’s staff and subcontractors), or acts of guests, in particular the unavailability of the internet network (Wi-Fi), inability to access the Website, external intrusion or malware such as computer viruses.
Hyperlinks to third-party websites do not imply any endorsement of the products or services offered on them. The Operator is not responsible for the content of third-party websites or the services or products offered on them.
Any reservation or payment that is irregular, ineffective, incomplete or fraudulent for any reason attributable to the guest will result in cancellation of the reservation at the guest’s sole expense, without prejudice to any civil or criminal action that may be brought against the guest.
To the extent permitted by mandatory applicable consumer law, each party’s total liability for damages arising out of or in connection with a reservation is limited to the total price of the services reserved, and neither party is liable for indirect or consequential loss, such as loss of profit, income or opportunity. These limitations do not limit the guest’s payment obligations and do not apply in the event of fraud, intentional or gross fault, death or personal injury, or damage to the property, its furniture or equipment caused by the guest.
The directors, employees, agents and subcontractors of the Operator may invoke the limitations and exclusions of liability set out in this clause 4 against the guest.

5. COMPLAINTS

Any shortcoming noticed during the stay must be reported to the property immediately, so that it can be remedied on the spot. Complaints relating to the non-performance or poor performance of the services must be communicated in writing within eight (8) days of departure, either directly to the property or to customer service at [email protected] for A-STAY Hotel and [email protected] for A-STAY Studios. For business clients, this period is a strict time limit and complaints notified later are time-barred. For consumers, a later complaint does not entail the loss of their rights, but may make it impossible to establish the facts or to remedy the issue.
Each A-STAY property is operated by the Operator identified in clause 1.3, which is a legally distinct entity and is solely responsible towards the guest for the performance of the reservation. Any claim must therefore be addressed exclusively to the Operator of the property concerned.

6. PRICING

Prices are indicated before and during the reservation process.
Prices are per accommodation unit and may depend on the number of guests, the dates and the length of stay selected.
Prices are quoted in the currency of the property, inclusive of VAT at the rate applicable on the day of reservation, and are valid only for the period stated. Any change in the applicable VAT rate will be reflected automatically in the price on the date of invoicing.
All reservations, regardless of their origin, are payable in the local currency of the property unless expressly indicated otherwise. Conversions into other currencies are indicative and non-contractual; any exchange fees are borne by the guest.
Unless stated otherwise, additional services are not included in the price.
City or tourist tax, where applicable, is payable at the property unless it is included in an online prepayment. Its amount is indicated before the reservation is completed.
Any change to, or introduction of, taxes, charges or levies by the competent authorities after the reservation will be reflected automatically in the price on the date of invoicing.
Non-commissionable rates. Unless expressly agreed otherwise in writing by the Operator before the arrival date, all rates are quoted net and are non-commissionable. No commission, fee, rebate or other remuneration is payable to any travel agent, travel management company, booking agent, intermediary or other third party in respect of any reservation, whether made directly or on behalf of a guest. Where commission has been agreed in writing, it is calculated only on the room revenue actually received for nights consumed, excluding VAT, city tax, extras and ancillary services, and is payable only in accordance with the terms of that written agreement.
Manifest pricing errors. If a rate is displayed or confirmed with an obvious error that the guest knew or should reasonably have known (for example a rate manifestly out of proportion to the usual rate for the same accommodation), the Operator is not bound by that rate. The Operator will inform the guest without delay after discovering the error and offer the reservation at the correct rate. If the guest does not accept that offer, the reservation is cancelled and all amounts paid are refunded in full, without any further compensation being due by either party.

7. PAYMENT

Guests guarantee the reservation with a valid credit card (Visa, Mastercard, American Express), entered securely (SSL encryption) in the area provided. The card must be valid for the duration of the stay. By providing card details, the guest authorises the Operator to charge that card for all amounts due under the reservation and these General Terms and Conditions, including amounts due in case of late cancellation or no-show, extras consumed and damage established in accordance with clause 3.
Payment is taken by the property during the stay, except for rates requiring payment at the time of reservation (online prepayment on certain rates, including non-refundable rates). For rates not prepaid, the property may request a deposit or card pre-authorisation on arrival to guarantee payment. Payment at check-out may be made by credit or debit card. If no valid guarantee, deposit or pre-authorisation is provided, or if a payment is refused, the Operator may refuse check-in or suspend its services until payment is made or a valid guarantee is provided.
In the event of a no-show (reservation not cancelled within the applicable deadline and guest does not arrive) on a reservation guaranteed by credit card or prepaid, the amount due under the rate conditions is charged and no refund is given, irrespective of the length of the reservation.
Online card payments are secured by our payment service providers (Adyen and Stripe), which verifies the validity of the card. Cards may be refused for several reasons, such as a stolen or blocked card, credit limit reached or entry error.
At the time of prepayment or guarantee, the amount includes the accommodation price, related taxes and any supplementary services selected.
Invoices are issued electronically by the Operator and sent by email. Unless otherwise agreed, invoices are payable within fifteen (15) days of the invoice date.
Where a guest requests a correction of an invoice after it has been issued, for reasons not attributable to the Operator, an administrative fee of €35 applies.
Late payment — business clients. For guests acting for business purposes, any invoice not paid by its due date bears, automatically and without prior notice, interest at the rate set by the Act of 2 August 2002 on combating late payment in commercial transactions, together with a fixed compensation of 10% of the outstanding amount, with a minimum of €125, without prejudice to the right to claim higher proven recovery costs.
Late payment — consumers. For guests acting as consumers, a first reminder is sent free of charge. If the amount remains unpaid within the period stated in that reminder (at least fifteen (15) calendar days), interest at the reference interest rate plus eight percentage points referred to in Article 5, second paragraph, of the Act of 2 August 2002 and a fixed compensation are due in accordance with Book XIX of the Belgian Code of Economic Law, namely: €20 if the balance due is €150 or less; €30 plus 10% of the amount between €150.01 and €500 if the balance due is between €150.01 and €500; €65 plus 5% of the amount above €500, with a maximum of €2,000, if the balance due exceeds €500.

8. ARCHIVING OF INVOICES AND CONTRACTS

The Operator archives contractual documents from the conclusion of the contract for a period of ten (10) years following the guest’s departure, in accordance with the Privacy Policy. The guest may obtain a copy of the reservation confirmation and invoice on request.
Contractual documents are archived in digital format.

9. PRIVACY AND PERSONAL DATA PROTECTION

When a prospective guest uses the Website, in particular when making a reservation, the Operator, as data controller, processes personal data as described in the Privacy Policy.
The manner in which personal data is collected and the purposes for which it is used are set out in the Privacy Policy.
Where the guest provides personal data of other persons (such as co-guests or employees), the guest confirms being entitled to do so and that those persons have been informed of the Privacy Policy.

10. AGREEMENT ON EVIDENCE

Entry of the necessary payment information, together with acceptance of these General Terms and Conditions, the Privacy Policy and the reservation webform, constitutes an electronic signature equivalent to a handwritten signature between the parties.
Computerised records kept in the Operator’s IT systems under reasonable security conditions constitute proof, unless proven otherwise, of communications, orders and payments between the parties.
Guests are informed that their IP address may be recorded when a reservation is made.

11. FORCE MAJEURE

Force majeure means any event beyond the control of the parties, of an unforeseeable and insurmountable nature and not attributable to the party invoking it, that prevents either the guest or the Operator from fulfilling all or part of its obligations. Such events include:

war (whether declared or not), armed conflict or the serious threat of same (including hostile attack, blockade, military embargo), hostilities, invasion, act of a foreign enemy, extensive military mobilisation;
civil war, riot, rebellion and revolution, military or usurped power, insurrection, civil commotion or disorder, mob violence, act of civil disobedience;
act of terrorism, sabotage or piracy;
act of authority whether lawful or unlawful, compliance with any law or governmental order, rule, regulation or direction, curfew restriction, expropriation, compulsory acquisition, seizure of works, requisition, nationalisation;
act of God, plague, epidemic, natural disaster such as violent storm, cyclone, hurricane, tornado, blizzard, earthquake, volcanic activity, landslide, tidal wave, tsunami, flood, lightning, drought;
explosion, fire, destruction of machines, equipment or installations, prolonged breakdown of transport, telecommunication networks or electricity supply;
general labour disturbance such as boycott, strike, lock-out, go-slow, occupation of premises.

Neither party is liable to the other for failure to perform its obligations resulting from an event of force majeure. Force majeure suspends the performance of the affected obligations for as long as it lasts.

The party affected by force majeure shall inform the other party without delay. Where force majeure prevents the Operator from providing the accommodation on the reserved dates, the reservation is terminated for the nights concerned and all amounts paid for those nights are refunded, irrespective of the rate conditions, without any further compensation being due by either party.

Circumstances affecting only the guest’s ability or wish to travel or to use the reservation (such as illness, transport disruption or travel restrictions applicable to the guest) do not prevent the Operator from performing its obligations and are governed by the applicable rate conditions, without prejudice to the mandatory rights of consumers. Guests are advised to take out travel cancellation insurance.

12. SETTLEMENT OF DISPUTES

In the event of a dispute relating to these General Terms and Conditions or the Privacy Policy, guests should first contact customer service or the Operator of the property concerned to seek an amicable solution.
Consumers may also refer the dispute to the Belgian Consumer Mediation Service (Consumentenombudsdienst / Service de Médiation pour le Consommateur), www.consumentenombudsdienst.be.
In the absence of an amicable solution, disputes fall within the jurisdiction of the competent courts of the judicial district of East Flanders, Ghent division (Belgium). This choice of forum applies to business clients only; disputes with consumers are brought before the court that is competent under the applicable legal rules.

13. APPLICABLE LAW

These General Terms and Conditions are governed by and interpreted in accordance with Belgian law, without regard to conflict-of-laws principles and without prejudice to mandatory protective provisions of the consumer’s country of residence.

14. ENTIRE AGREEMENT

These General Terms and Conditions, the Privacy Policy, the rate conditions and the reservation confirmation together constitute the entire agreement between the parties with respect to the reservation and supersede all prior oral and written agreements, discussions and understandings on that subject, except for any specific written agreement concluded with the Operator (such as a corporate, group, long-stay or commission agreement), which prevails in case of conflict; this is without prejudice to information that, under mandatory consumer law, forms an integral part of the contract with a consumer (such as the description of the accommodation and the total price displayed before booking).
No general or specific terms or conditions communicated by a guest or intermediary form part of these General Terms and Conditions unless accepted in writing by the Operator.

15. AMENDMENT OF THESE GENERAL TERMS AND CONDITIONS

These General Terms and Conditions may be modified or supplemented at any time. The new version will be published on the Website and will apply with immediate effect to all reservations made after its publication. Reservations made before that date remain subject to the version accepted at the time of reservation.

16. MISCELLANEOUS

Severability. If any provision of these General Terms and Conditions is held invalid or unenforceable, the other provisions remain in full force. In relations with business clients, the provision concerned is reduced to the extent necessary to make it valid or, failing that, replaced by a valid provision that comes as close as possible to its purpose and economic effect. In relations with consumers, an unfair term is not binding on the consumer and the contract continues to bind the parties without that term.
No waiver. Failure or delay by the Operator in exercising any right under these General Terms and Conditions does not constitute a waiver of that right.
Transfer and subcontracting. The Operator may transfer its rights and obligations under a reservation to another entity that takes over the operation of the property, provided that this does not reduce the guest’s rights or guarantees; the guest will be informed of the transfer. The Operator may use subcontractors, including a management company, for the performance of its services, while remaining responsible towards the guest.
Reservations on behalf of others. A person who makes a reservation on behalf of other guests shall ensure that they comply with these General Terms and Conditions. Where a reservation is made by or on behalf of a business client, the business client is jointly and severally liable with the guests concerned for all amounts due under the reservation.
Notices. Communications relating to a reservation are validly sent to the email address provided by the guest at the time of booking and, for the Operator, to the email addresses stated in clause 5(a).
Language. These General Terms and Conditions are available in English. In case of discrepancy between language versions, the English version prevails, without prejudice to the rule that ambiguous terms are interpreted in favour of the consumer.

Last updated: 8 October 2026

Still have questions?

If you haven’t found the answer you need, fill out the enquiry form and we’ll get back to you as soon as possible