Frequently Asked Questions

Booking direct means you're dealing with our local team from the moment you book until the end of your stay. You'll have access to our best available direct rates, full property information and support from people who know our homes and the local area.

Choose your property, enter your dates and number of guests, and follow the online booking process. Once your reservation is confirmed, you'll receive an email confirmation and be taken straight to our digital guest app.

We take 20% of the total at the time of booking to secure your stay, and the remaining 80% is due 45 days before arrival. For bookings made within 45 days of arrival, full payment is taken at the time of booking.

Cancellation terms depend on the conditions of your reservation. Please refer to your booking confirmation and our booking terms. We strongly recommend comprehensive travel insurance.

Yes. We strongly recommend that all guests arrange insurance covering cancellation, illness, travel disruption and other circumstances that could prevent or affect your stay.

Please contact us and we'll see what's possible. Changes depend on availability, your booking terms and the property. A difference in price or an administration charge may apply.

You'll be taken automatically to our digital guest app, wherever you are in the world. It holds everything you need to know about your reservation, plus our recommendations for things to do, places to eat and drink, and services or supplies you can acquire for your stay such as requesting an early check in, a later checkout, a hamper delivered prior to your arrival or even a special surprise gift for your loved ones.

We don't offer a meet and greet, so you can arrive at your own pace. Before your stay, the guest app gives you directions, parking information and access instructions. Many of our homes use a key safe or secure self check-in, details of which are released in our guest app one day before arrival.

Standard times are shown on your booking confirmation and in the guest app. They can vary between properties, so please check the details for your chosen home. By default, they are: Check-in at 4pm and check-out at 10am.

You're very welcome to ask. It depends on other bookings and the time our housekeeping teams need to prepare the property, so we can't guarantee it unless we've confirmed it. An additional charge may apply. This again can be requested through your guest app.

Unless stated otherwise, our homes include luxury bed linen, towels and essentials to help you settle in. Some properties also have extras such as hot tubs, swimming pools, EV chargers, barbecues or log burners. Please check each property page for its full list of amenities.

Yes. Every home is prepared for each arrival by professional housekeeping teams. If anything isn't as expected when you arrive, please tell us as soon as possible so we can put it right during your stay.

Contact us as soon as you notice an issue and we'll do everything reasonably possible to resolve it quickly. Contact details, including help outside office hours where available, are in the guest app. We ask guests to report problems while at the property so we can help, rather than after departure.

Wi-Fi is available in all our homes and details are provided in your guest app.

Parking varies considerably between properties, especially in historic coastal towns and villages. Please check the parking information on the property page before booking. Where there's no private parking, we'll tell you about the most convenient alternatives.

A growing number of our homes do include EV charging. Fees to use this service are provided in the guest app. For safety, vehicles must not be charged from ordinary domestic sockets unless we've specifically authorised it.

Where a property has one, availability and operating periods are on the property page. Outdoor pools may be seasonal, while hot tubs normally run all year unless stated otherwise.

Many properties provide travel cots and highchairs, but availability varies. Please check the property details or contact us before arrival. Guests normally need to bring their own cot linen.

Pets are welcome at selected properties, which you can find using the filters on our website. Please check each property description for the number of dogs allowed. A charge per stay applies. We ask that dogs are kept off beds and furniture unless the property's own rules say otherwise.

The maximum number of guests is shown on each property page and your booking confirmation. For safety, insurance and licensing reasons, this must not be exceeded without our prior written agreement.

This varies between properties. Please include everyone in your party, including children and infants, when you enquire or book so we can make sure the home suits your group.

Occasional daytime visitors may be permitted at some properties. Parties, events and gatherings are not allowed unless agreed with us in advance. If you're planning to have visitors, especially at one of our larger homes, please contact us before your stay.

Our homes are offered for holidays and private stays rather than parties. Some larger properties may suit special celebrations by prior arrangement, so please speak to our team before booking.

Absolutely. Our team loves sharing favourite beaches, restaurants, walks and pubs. You'll find our recommendations in the guest app, and if you want something particular, just ask.

Of course. Our team knows the portfolio well and can help you find the right home, whether you want a romantic coastal escape, a dog-friendly cottage, a family holiday, a large country house or somewhere for a special occasion.

Our team is here to help before, during and after your stay. Use the details on our website and booking confirmation. Guests also receive contact details in the guest app.