Frequently Asked Questions
Do we require a deposit?
Yes, we require a 20% upfront payment upon reservation to secure the booking in our calendar. The remaining balance must be settled before check-in. We use a secure online system for taking card payments that is compatible with latest 3D Secure and two factor authentication.
What is the cancellation policy?
We offer free cancellation up to 5 days prior to check-in. After this point you are liable for 50% of the reservation which we will take from the card used to secure the booking.. We retain 100% of the reservation for ‘no-shows’ who do not turn up for their reservation by midnight on the day of check-in.
Do we take a security or damages deposit?
We will collect a security deposit of £100, 5 days before your check-in date via a secure card payment link sent to you. This fee is fully refundable within 10 working days after your stay, subject to inspection by our cleaning team. As a reasonable measure, we do not charge for minor incidental damages, such as a broken glass, as we understand that accidents can happen. However, we kindly ask that you inform us as soon as possible to ensure the property is maintained to our high standards for all guests to enjoy.
Are any spaces in properties shared with other people?
Our properties are not shared spaces. When you book with us, you will have exclusive access to the entire property for the duration of your stay. Other than in emergency we always provide at least 24-hour notice if our cleaning or maintenance team needs access during your stay.
Do we offer a discount for booking for long periods?
Certainly, we offer discounts for direct bookings, particularly for longer stays and regular repeat guests. The amount of discount will depend on the length of your stay, and we encourage you to contact us directly to discuss the best possible rates.
Why do you require a Photo ID?
We require an ID to confirm the identity of the lead guest in all of our rental properties. This is to protect ourselves and our properties from fraudulent bookings and to give us confidence guests will maintain the properties in good condition.
Are pets permitted on the premises?
While not all of our properties allow pets, some are happy to accommodate them. To check which properties are pet-friendly, please refer to the information provided in the property descriptions.
Is smoking permitted in any of our properties?
Smoking is only permitted in designated outdoor smoking areas for properties that have access to outside spaces. This normally only applies in some houses with gardens and NOT apartments, Please see the individual property descriptions.
Is it possible to have deliveries sent to the properties?
Yes we allow take-aways and small deliveries during your stay. Please be aware that for larger items we would ask that you inform us prior to ordering. We cannot accept any responsibility for items that arrive before or after your stay. Note that you may NOT make the property as your primary address under any circumstances.
Is it better to book directly or through an third party-web site?
It is always better to book directly with us as you can be assured the property is correctly described and we can make sure you get the best possible value for your reservation. Remember that third party web sites charge substantial commissions and these have to be passed on in our overall pricing so using such sites puts the prices up for everyone.
