Frequently Asked Questions

Essential Information

Here are some of our most frequently asked questions about our self catering holidays. If your question isn't answered below, please feel free to call or contact our concierge team!

What are the check in and check out times?

Check-in is 4pm and check-out is 10am

Are you family-friendly? What childcare equipment do you have available for me to use?

Yes! We welcome families and children of all ages to the majority of properties across the UK portfolio. Cots, highchairs, stair gates, plastic cutlery, plates and cups are provided free of charge. Please note, cots, highchairs and stair gates need to be requested before your stay - the Concierge Team can arrange this for you.

Can I have an early check-in or late check-out?

Yes, subject to availability and a cost of £30 for UK locations.

Can we order a special amenity, such as flowers or balloons, for a special occasion?

Yes, your personal concierge is always on hand to help you make arrangements for any special occasion.

Do I need travel insurance?

Yes, even for domestic travel. It is your responsibility to ensure that you and all members of your party have comprehensive travel insurance cover and that it is adequate for your needs. Your policy of insurance should provide cover for personal injury, death, medical and repatriation costs in the countries which you intend to visit, together with cover for loss of baggage and valuables, personal liability, delay, cancellation, curtailment, missed departure and legal expenses. If you suffer from a disability or medical condition you should disclose this to insurers. For those who participate in sports and activities whilst on holiday that have been organised and arranged independently of us, it should be understood that participation is at the individual’s own risk and it is your responsibility to obtain the relevant insurance. Note that special insurance may be required if you intend to undertake any other dangerous or sports activities. Please keep your insurance details with you whilst on holiday.

Do the rates include all taxes and credit card fees?

Rates include taxes only.

How often will you clean the property?

Properties are cleaned thoroughly before use and additional cleaning can be arranged during your stay, however this is chargeable.

I can't locate my desired holiday rental online – what do I do?

We'd be more than happy to assist you in finding something to exactly suit your needs. Please call our helpful Concierge Team using the phone number in the top-right of the website, or chat to them using our Live Chat function. You may also find the 'Help Me Choose' section within our Destinations pages useful.

Is breakfast included?

No, breakfast is not included, however you can pre-order breakfast hampers either online or via the Concierge Team. Guests at our John O'Groats & Lews Castle locations can enjoy breakfast at the Storehouse, this is payable on-site - please check local opening times prior to your visit.

Is there a barbecue?

Barbecues can be hired at all UK locations, excluding Fistral Beach and Lews Castle, for a small fee.

I’ve read about the Local Manager – what do they do? And when are they available?

Our Local Managers are available between the hours of 9am and 5pm. Outside of these times, your Local Manager's phone number is available within your guest information and welcome card for emergencies. Our Local Managers are an extension of your personal concierge service and are there to make your stay as enjoyable as possible.

What do I do with my key at the end of my stay?

There are key boxes provided at your residence entrance door, please place the keys in this secure box.

What's in a welcome hamper?

Contents of welcome hampers vary depending on which hamper is purchased, and at which location, but typically include a selection of local produce. Please note, any guests staying in a one bedroom within the Inn at John O'Groats or at Lews Castle will receive a small welcome selection of coffee, tea, milk, biscuits and sugar, as there are no kitchen facilities within this accommodation type. Welcome Hamper's can be purchased via our Concierge team or in the Extras section on

Why should I book with you?

You can find out more about why you should book with us by visiting our Why Us page in the top navigation.

Can I take my pets on holiday with me?

Pets are welcome at all UK locations except Lews Castle. There is a £50 cleaning cost in the UK.

What essentials will my holiday home include?

Linen, towels, hand soap, shower gel, shampoo, a fully equipped kitchen which includes all white goods including dishwasher, tea towels, oven gloves, starter pack of dishwasher tablets and clothes tablets, bin bags, washing up liquid, toilet rolls, salt & pepper, coffee maker. As all of our locations vary, please check with our Concierge Team for exact details of the facilities your property includes.

Are breakages in the property covered?

Minor accidental breakages such as crockery are covered, but please let your Retreat Manager or the Concierge Team know so the item can be replaced before the next guest arrives. Serious damage needs to be raised with the Retreat Manager within 24 hours and the cost for any replacements will be covered by the guest.

Can I bring more people than the home states it can sleep?

No. This has implications on both insurance and fire regulations.

Can I keep my hamper basket?

Sorry, no, the hamper baskets are to remain in the property for the next guest to enjoy.

Can we smoke on the balcony / patio / deck area?

Smoking is allowed in designated outside areas only, but please use ash trays provided. Note - all of our listed properties are non-smoking properties.

Do the properties have laundry facilities?

All properties have a washing machine, except for the studio apartments and one bedroom accommodation within the Inn at John O'Groats and selected suites and apartments at Lews Castle.

How do I amend my booking?

Guests can amend bookings if their stay is more than ten weeks away for a small admin fee of £35 for UK locations. No amends will be possible within the ten week time frame.

How secure is the online booking process?

Our reservation system is secure and your credit card and personal information are encrypted. We work to high standards to guarantee your privacy. For further details, please check our privacy policy.

I will be arriving really late - do I need to let you know?

Yes, this is advisable. Accommodation can be accessed at any time via key boxes, but please note the Local Manager will not be on-site from 5pm. If you need any emergency assistance please call your Local Manager on the telephone number given in your arrival information.

Is the internet high speed?

We endeavour to ensure the Wi-Fi is as efficient as possible, however due to the rural locations, which we feature we cannot guarantee internet provision.

Is there anything payable on location?

Only extras or activities booked during your stay are payable on location.

We are a really large family – can you cater for me?

We have properties to suit families of all sizes. Some of our UK properties can sleep up to 24 people. The Concierge Team can help you find the right property for you and your family.

What is the minimum age to check into a property?

You must be over 21 years old to be the lead guest on a booking for all properties.

What’s the exact address of the home? When will I get this?

Each of our locations can be found on our website, and you will also be sent this address in your pre-arrival information, which is sent via email. Specific property addresses will also be provided in your pre-arrival information.

Will I get an automatic payment reminder? Do I need to call? Is my payment automatically deducted?

You will receive an email payment reminder ten weeks before your stay. You can either pay over the phone with our Concierge Team, via bank transfer or online via our website.

What pets can I take?

We accept cats and dogs.