Have a question about one of our properties or can’t find what you’re looking for? Find answers to frequently asked questions here
As a customer-facing business nothing is more important to us than the health and safety of our members and guests. Coronavirus is widely affecting the travel industry with some travel currently restricted by the UK Government. We are continuing to monitor the situation daily and will update our travel advice based on the Government guidelines. We continue to take bookings for our properties for travel and encourage travellers to get in contact if they have any questions about booking or travelling in future.
We recommend reading further advice from the Government and the NHS on Coronavirus ahead of travel. Please also see the UK Government’s latest advice on essential travel and to accommodation providers.
All Guests should take out adequate insurance for their stay. Where Government guidelines prevent travel to your Stay due to Covid-19 then we will work with the relevant property owner to ensure a transfer of the booking or a refund is made wherever possible.
If you have any questions or concerns about travelling, then please contact us and a member of the Guest Services team will be happy to help.
All bookings require a 30-50% deposit at the time of booking with the balance paid no later than 60 days before travel and the deposit plus any booking fees are non-refundable.
Each of our properties operates a cancellation policy which is outlined in the property listing. Our standard cancellation policy allows you to cancel your booking for any reason between 60 and 21 days ahead of check-in and claim back a proportion of the amount paid based on the length of notice you have given us:
21 days notice or less 0% of the accommodation cost
22 – 30 days notice 15% of the accommodation cost
31 – 45 days notice 30% of the accommodation cost
45 – 59 days notice 50% of the accommodation cost
60 days or more any unpaid balances will be waived over and above the deposit amount.
Within 24 hours of making the booking 100% of the accommodation cost.
Luxury Cottages regularly reviews these terms and will continue to review refunds on a case-by-case basis.
All of our properties are luxurious homes that are well-loved and looked after. As a result, owners may take a cautionary deposit to protect for any accidental damage or breakages during your stay. The security deposit is usually returned in full within 48 hours of check out. In the event there have been any deductions from the deposit we will provide you with an itemised bill.
There is no cost involved in joining our exclusive Membership Club. Guests are automatically able to join when they travel with us and owners when they list their property with us. There are three main types of membership which provide Members with exclusive offers and incentives:
- Silver Membership – applies to Members who have not completed travel with Luxury Cottages in the last two years but have made a booking or listed their property with us.
- Gold Membership – applies to Members who have completed travel twice with Luxury Cottages in the last two years or made more than two bookings with completed travel in the same year.
- Platinum Membership – applies to Members who have completed travel three times with Luxury Cottages in the last three years.
We encourage all guests to join the club as they will benefit from exclusive discounts and offers based on their membership as well as earning Reward Points that can be redeemed against travel.
Security and privacy are key for all our members, including both owners and guests. As a result, the individual making the booking for any stay must be part of the travelling party. We may ask for identification documents for the lead guest in order to ensure they are who they say they are. All data regarding members is kept securely under GDPR and protected by data encryption technologies.
We may request further information about your group including the names and details of guests in your party in order to be better able to look after them during their stay. This can be particularly important from a health and safety perspective.
We protect the identity of our owner’s homes by providing their property with a unique name on our website. We also restrict access to the exact location of the property on our site for security and privacy purposes. An approximate location is provided so that you can research what to do in the local area before booking. We always provide a full address and detailed information regarding the property ahead of your date of travel.
Most of our properties operate a fully flexible booking policy, however there are exceptions so please check the listing for more detail. Often owners prefer to operate a minimum stay policy which will automatically be applied to the booking.
Check-in and check-out times are provided so that properties can be cleaned and prepared ahead of guest arrival. Occasionally there will be some flexibility on arrival or departure times so please check your listing in the first instance. If you anticipate late/early arrival or departure then please let us know as soon as possible by contacting Guest Services. Please note that you may incur charges if you are unduly late to leave the property.
Most of our properties provide self-catering accommodation and a welcome pack on arrival. If you’d like to arrange for a delivery of a hamper full of local produce then please get in touch with our Guest Services team and they will be happy to arrange one for you. Many properties also provide food delivery and/or catering services which can be arranged at an additional cost so please make an enquiry if you would like to book one.
We provide a highly personalised level of customer service and can arrange additional services from arranging bicycle hire to booking excursions. Please refer to the property listing in the first instance to find out what additional services are available and contact our Guest Services team who will be happy to help out.
A number of our properties are pet-friendly, which means you can usually take at least one trained and well-behaved pet. Please note that there are often restrictions on the number of pets that are allowed so please check the House Rules in your property listing before booking.
Please note that if you break any of the House Rules with regard to pets then you may be refused entry to the property.