Unique Holiday Stays – FAQ’s
Unique Holiday Stays information on Coronavirus (COVID-19)
The situation regarding coronavirus (COVID-19) changes daily and we will review this page as we continue to follow advice from the government and NHS. From Monday 23rd March, we will no longer accept bookings which commence before 4th July 2020. (updated 13 May 2020)
This date is subject to change
We are receiving an unprecedented volume of calls and we are working through all immediate bookings starting within the next four weeks.
Can I move my dates?
We are working with our owners to move stays commencing within this time-period to alternative dates within the next 12 months.
If you decide not to travel we recommend you contact your travel insurer for further advice.
What happens if we choose to cancel to avoid the CORONAVIRUS?
We understand that with the Coronavirus spreading across that UK rapidly, some of our guests may feel the need to cancel bookings and decide to stay home instead. Our usual terms and conditions apply and we will be unable to refund stays cancelled during April and May. However, we are happy to change booking dates and reschedule within a period of 12 months. Additional costs may be incurred if new dates fall within a high season period.
Cancellations refunds will be made at our discretion.
We are dealing with all our guests on a priority date basis so we do request a lot of patience and understanding at this difficult time. Someone from the team will be in touch very soon.
What happens when you receive my booking?
As soon as we have received your initial booking, it is checked, and a booking confirmation will be sent to you, to confirm all details are correct and to make you aware of when the full balance will need to be settled and how much. Once you have received this, please double check all of the information is correct, any changes later on may incur charges. If you do not receive a confirmation email, we advise that you contact us so that we can confirm or let you know of any reasons as to why your booking has not been confirmed.
You will be required to pay 25% of the booking value to secure your dates. This is non-refundable. The final balance is due 12 weeks prior to arrival and any delay in paying this could lead to cancellation of your booking.
How do I settle the final balance?
The final balance can be paid via bank transfer, please obtain the details from us. The final balance must be paid 12 weeks before your arrival. Before the final balance is settled, please let us know if there are any additional extras you’d like to add, such as travel cots & extra beds – we can make sure these are available and everything is settled for before you arrive.
How will I find out about arrival details?
Arrival details such as entry information and key collection will be provided shortly after the full balance is paid. For some properties, we offer a meet & greet, and therefore timings are really important. If you are running late, please let us know so that we can adjust things our end to make checking-in an easier process for you. The location details and directions will also be given after the full balance is settled.
What happens if we need to cancel?
In the unfortunate event that you need to cancel, please let us know via telephone as soon as you are aware. We also ask you to follow up your cancellation in writing so that we hold a hard copy of this. Please enquire on booking the specific cancellation details of your property. Terms and conditions apply. Your initial deposit is non-refundable and your final balance is refundable provided you are at least 8 weeks from arrival.
How do I make a complaint?
We like to remind all guests and clients of ours that we are extremely responsive to your feedback and appreciate knowing if something isn’t right. We encourage you to let us know straight away so that we can correct what you’re not happy with, or do our best to resolve it in some way. If you let us know after your departure, we feel helpless we couldn’t have helped you to enjoy your holiday sooner. You are welcome to email or telephone using the contact details on the contact us page.
What’s provided in the property?
Our properties are all fully equipped with everything you should need for your self-catering holiday.
Cutlery and crockery, and cooking facilities relevant to the number of guests arriving will be available for your use.
You are welcome to bring your own linen and towels, please make sure that you let us know beforehand so that we can remove any necessary laundry charges. Some of our owners do not provided linen and towels as part of the price per night, so be sure to ask before booking what’s included.
All of our properties have a television, cooking facilities, hairdryers, hand soaps and loo rolls provided, some properties have additional facilities which can be found on the individual property pages.
Will the property be clean when we arrive?
All of the team at Unique Holiday Stays pride ourselves in ensuring our properties are in 5* condition. Our management team carry out regular spot checks on properties to ensure that we can be confident in the cleanliness of properties. In the unlikely event that you are not happy with the presentation of the holiday let, please contact us as soon as possible to let us know. We are more than happy to come and put things right!
On departure, we ask that our guests leave things as they find them, to an extent! We do expect guests to leave a property in a generally clean and tidy state, for example, washing up done and put away in relevant places, dishwashers emptied, bins emptied, etc. If a property is not left in a reasonable state, you will be charged accordingly for the extra time taken.
Can we bring a pet?
Some of our owners do allow well behaved dogs. All of our property have different rules and charges for dogs & other furry friends. Where dogs are allowed, the conditions are that dogs are never left alone, not allowed on furniture and beds, and all mess outside is cleaned up. Other charges may occur if these rules are not abided by. To find out more and to confirm pets for a specific property, please get in contact, we are more than happy to advise you.
What are the arrival and departure times?
Arrival & departure times are put in place to ensure we have sufficient time to clean, prepare and spot check properties. Check in times are from 4pm and you must depart by 10am on your last day. Sometimes these times can be adjusted and we do our best to accommodate this, however please respect the time allocated to you, it is imperative that we have time to prepare the house for the next guests that are arriving.
What happened if things are damaged or broken during our stay?
You are responsible for any breakages that may occur during your stay. If you notice something broken on arrival please inform us immediately so that no charge is passed onto you.
If something is broken during your stay, depending on the severity of the breakage, we usually ask that you take photos of what is broken and email them over to us. We can then determine if there is an extra change, we usually replace like for like, however if something is part of a set, we often must replace the whole set. If it is a more serious breakage or damage, we ask that you call us as soon as it has occurred so that we can replace the item or have it fixed so that you can continue your stay. For damage, such as stains or spillages, there may be an additional cleaning fee, we will make you aware of this and come to an agreement once it has been investigated. Please note that damage and breakage deposits are taken to fund this, prior to communication.
Is someone available to help us during our stay with any issues or questions we may have?
The team are available to answer any queries that you may have between the hours of 9:00am and 17:30pm Monday – Saturday. If you have a more serious issue, please do not hesitate to call. We like to ensure we are as responsive as possible, however please consider business hours and needs. We may not be able to fully resolve issues past other business opening hours and therefore we will aim for a timescale where the issue is completely resolved. If lines are busy, please leave a voicemail and we will respond at out earlier convenience.
What happens if we leave something behind?
If something has been left behind in a property, please call to let us know. We are happy to post items back to your address, however we do require a description of the item and the place in which you think it was left so that we can ensure things are returned to rightful owners. We do ask that you cover the cost of time and postage. You are welcome to collect the item too. Please be aware that if property is left unclaimed for 4 weeks, it will be disposed of.