Frequently Asked Questions...
Can you please tell me if the property I want to stay in is available for the dates I want? Our website is Live so you can be sure that if the property is showing as being available (green cells on the calendar view) then it is indeed free to be booked.
How do I book? Once you have selected the property you would like to stay at, click 'Availability & Booking', select the day you would like to arrive and follow the instructions.
What is a security deposit and why is it required? Most of our properties have a security deposit which is pre-authorised against your card when booking in the event of any damage to the property during your stay. It is a pre-authorisation so no money is taken from your card. Values for individual properties can be found on the ‘Property Details’ tab in each property.
How much deposit do you require and when do you take the balance payment? A deposit of 30% of the total cost of the booking is required to secure a property. 8 weeks prior to arrival the balance payment is due. This is also when we pre-authorise your security deposit and send out arrival instructions for the property.
I have done an availability search but you have so many properties I don’t know where to start looking? On the left hand side of the home page there are some quick links to popular searches. Alternatively you can choose the appropriate region from the choices at the top of the page, and then click the blue ‘Refine Search’ button and choose preferences such as 'with a roof garden', 'tube within walking distance' or 'WiFi available at the property'. You can always click ‘Contact Us’ and submit the requirements you have for your holiday and we will send you a list of suitable properties. The Google search in the "Search for Specific Properties" section also enables you to find properties close to specific attractions or with particular facilities.
How much is it to bring my dog on holiday? Rates vary between properties but typically they are £20-35 per week. Some properties welcome dogs at no extra charge. Other properties charge a fee per stay or per week.
Can I get a discount on a price? From time to time, we do have discounted rates available. These relate to low occupancy and last minute availability. The best price will always be shown on our website and the greater of the discounts will always apply - i.e., you cannot get a discount on a discount, so please don't ask!
I see there is a last minute discount available on the weekly price, but I was just looking for a short break - can I still get a discount? Generally, the last minute discounts only apply to 7 night stays. Short breaks already are a huge reduction on the 7 night stays and so last minute discounts do not apply. The best price will always be shown on the website for the period you are looking for. Do bear in mind that, for our Owners, virtually the same amount of work goes in to preparing a property for a short break as it does for a 7 night stay.
What happens if I can’t get into my property on arrival? Once you have paid your balance or paid for your holiday in full, we will send you out arrival instructions for your chosen property. It is really important that you make sure you print off and take your arrival instructions with you as these give the location of keys and emergency contact numbers. During out of office hours our answer phone will have an emergency contact number to be used only if you are unable to contact the property's own caretaker/owner/housekeeper.
What hours is the office open? The office is open Monday to Friday 9.00am to 5.30pm. An answering message service is available after these hours; alternatively please 'Contact Us' with any enquiries you may have.
Can I arrive on any day? Most of our properties have specific arrival and departure days, so the owners and housekeepers can make sure the property is at its best for your arrival. Some properties are more flexible than others. In the winter we can upon request vary the arrival dates for a greater range of properties.
It says not to arrive before 4pm. Can I arrive earlier than this? Many housekeepers clean a number of properties on a changeover day and therefore your property may not be ready before 4pm. We cannot guarantee any early entry, but you can call the Owner or housekeeper on the day of arrival to see if this is possible. Equally, departure is by 10am so that housekeepers can get the property ready for the next guests due into the property.
How do I find a property near Madame Tussauds or The London Eye? If you use the Google Search box (left hand side home page) and type in ‘Madame Tussauds’, for example, it will bring up all the links to properties near Madame Tussauds.
Unfortunately we need to change the dates of our holiday, how can we do this? You are more than welcome to change the dates of your holiday if the property is available on different dates; either send us an email or give us a call. There is a £30.00 admin fee payable on confirmation of your booking, for any changes in dates.