Questions and answers
Booking, your stay, payments and cancellations. Can’t find it? Get in touch.
Booking and payment
Why don’t you show a price per night?
Our rates change with the season and demand. Add your dates and we show the full total for your stay, including cleaning and fees. That total is what you pay.
When is my card charged?
Your card details are saved securely when you book and the payment is taken within a few minutes. We email you as soon as it has gone through.
Is it cheaper to book direct?
Booking with us directly means no booking-site service fee. [Confirm any other direct-booking benefits.]
Can I book for a large group?
[Answer: maximum guests per home and booking more than one home.]
Your stay
What time is check-in and check-out?
Check-in is from 3pm to 10pm and check-out is by 10am. [Confirm.]
How do I get in?
[Answer: key safe or self check-in, and when access details are sent.]
Are bed linen and towels provided?
Yes. Our own housekeeping team prepares every home with fresh linen and towels.
Is there parking? Are pets allowed?
[Answer per property, or point to the property page.]
Cancellations and changes
What is your cancellation policy?
[Answer: cancellation terms and refund timings.]
Can I change my dates?
[Answer.]
Long stays
What counts as a long stay?
Any stay of more than 28 nights. We give one fixed quote for the whole stay. See our long stays page.
Can you invoice my company?
[Answer: company invoicing and payment terms.]
Owners
What services do you offer owners?
Fully managed letting, changeovers only, and guest support and caretaking. See the owners pages for details.
Are your owner fees inclusive of VAT?
No. All owner fees are quoted excluding VAT, and changeover prices are confirmed once we’ve seen the property.
Still need help? Call 01592 800 544 or send us a message.