Frequently asked questions

Select your dates and guests on the property page, then send a booking request.

A request carries no payment. The How it works page describes each step.

No. We check availability first, and payment is requested only once availability is confirmed.

We check availability and confirm it by email. Availability confirmations are issued on business days.

The status of your request is shown under My bookings once you have signed in.

Yes. An account is required to send a booking request. It also holds your booking history and payment schedule.

Yes. Use "Ask a question about this property" on the property page, or write to us on the Support page.

Payment instructions are issued with your booking confirmation.

Invoices, payment confirmations and booking confirmations are issued on business days. A payment submitted on Friday evening is confirmed on Monday morning.

You are notified by email once the payment is recorded.

A payment schedule is set out at checkout, before you confirm the booking. It depends on how far ahead your stay begins.

Payments are made in your chosen currency.

The amount is fixed in that currency when you send your booking request.

Taxes and fees, where they apply, are itemised at checkout before you confirm your booking.

Some properties require a refundable deposit, held against damage or additional charges during the stay.

Where one applies, the amount, and how and when it is returned, are stated before you pay. We can confirm the position for a property before you book.

1. You send a booking request. The booking is shown as Requested.
2. We check availability and confirm it by email. The booking is then shown as Awaiting payment until your payment arrives.
3. You make the payment due. On a payment schedule, the booking is shown as Reserved once the first payment is recorded.
4. The booking is shown as Confirmed, and your confirmation is sent, once it is paid in full.

A booking is confirmed only when it has been paid in full and the payment has been recorded.

You are told promptly, and no payment is requested. We can suggest other dates or similar properties.

A booking cancelled more than 5 days before check-in is eligible for a 100% refund of the amount paid. Less than 5 days before check-in, the refund is 50%. Less than 24 hours before check-in, the booking is non-refundable.

The full policy is set out on the cancellation policy page.

To cancel, use Request cancellation on your booking, or write to us with your booking ID.

To change a booking, write to us using the Support page or at [email protected].

Arrival details are sent once your booking is confirmed: the address, check-in arrangements and a contact.

If they have not reached you as your stay approaches, contact us.

Contact us at once and describe the issue. The earlier we are informed, the more can be done.

We are available seven days a week. Working hours are 09:00 to 18:00 UK time on business days (Monday to Friday).

Invoices, payment confirmations and booking confirmations are issued on business days.

Use the Support page. We reply by email. You can also reach us at [email protected] or by telephone on +44 7884 676930.