Frequently Asked Questions

 

 

How do I book and pay?

Many StayCotswold properties are available to instant book, directly through our website. If you would like to book a property that isn't available through instant book, you will see an "Enquire" button at the property availability page. Please complete the enquiry form and a member of our guest relations team will get in touch with you. Alternatively please give us a call.

30% of the rental fee and a £60 admin fee will be requested on confirmation of booking and the remaining balance will be requested a minimum of 8 weeks before your arrival date.

If you are booking less than 8 weeks before your arrival date, the full amount would need to be paid on confirmation.

We understand you may need to collect money from guests in your party, especially in larger groups! Please do let us know when you will be able to pay and we will make a note on your booking.

What payment method can I use?

We accept the following payment methods:

Credit Card: Card payments can be taken directly through our booking pages. Please note there is no charge for a personal credit card but there is a 2% fee for business cards.

Bank Transfer: All Bank transfer details can be found on your booking form, along with IBAN and SWIFT numbers for international payments. Please mark the payment as “PROPERTY NAME/SURNAME” 

How does the damage deposit guarantee work?

A Damage Deposit Guarantee (DDG) is taken for all of our properties.

The DDG protects our guests and our homeowners from accidental, deliberate and malicious damage, theft and loss of keys, up to £1000 per stay, with an excess of £50. The DDG is added to your booking automatically at a small cost of £5 per night.

If you do not wish to purchase the DDG you may request for this to be replaced with a damage deposit specific to the property, depending on the size and specification of the home, which we will hold until you have left the property and our cleaners have confirmed that the property has been left as found.

For example for a 3 night stay in a 3 bed home, if you decide not to take out the DDG at a cost of £15 for three nights, you will be asked to pay a refundable deposit of £500-£750 two weeks prior to arrival. You may pay this by credit card or bank transfer no less than two weeks prior to arrival. If there happens to be any damages or loss during your stay, the cost of repair or replacement will be discussed with you in detail before any payment is taken. The remainder of the damage deposit will be refunded to you as soon as possible after resolution.

When will I get my welcome information

Your welcome information and access details will be sent via email to your lead guest, a few days before your arrival. For security reasons we don’t send this information out too far in advance.

If you have chosen to pay a cash Damage Deposit, rather than our Damage Deposit Guarantee, the welcome information will not be released until these funds are received. Your Welcome Information email will include more information about the property, the property manual, directions and access details. We may also provide you with the owner contact details so that you can liaise with them directly if necessary.

What will be at the property and what do I need to bring?

Once booked and paid, please do feel free to ask us what will be in your property of choice, again this does vary between our Holiday Lets and Private Homes. Generally at the point we send you your Welcome Information, you will received a list of everything you will find in your property from tea bags, coffee, to cleaning products and loo rolls! Please refer to our What to expect information.

Will I have towels and sheets?

In all of our properties, you will be provided with a set of linen for the beds, bath towel (per person), hand towel (per bathroom) and a bath mat (per bathroom). You can request additional linen for your stay, however, there will be an additional charge.

I can't go on holiday, what do I do?

Customers are STRONGLY ADVISED to make their own travel insurance arrangements to ensure cover in the event you have to cancel your booking. Alternatively you can protect your booking deposit at the time of booking via Booking Protect. You can view Booking Protect's terms and conditions here.

If you are unable to go on holiday, please let us know straight away! In some cases we are able to move bookings, as long as we have enough lead in time and can replace your booking. Please refer to our Booking Terms & Conditions.

Can I bring a pet and is there an additional cost?

In some of our properties, pets are more than welcome. You will be able to find all the properties which are pet friendly here. Please do notify us on booking if you are planning on bringing a pet, some of our properties are allergy free. We just need to know the breed and age of the dog.

There is an additional cost to bring a pet with you of £40 per pet.

Please ensure that pets do not jump up on the furniture and beds, they are not left on their own for long periods of time and are cleared up after. If there is evidence of misbehaviour by a pet please note that there could be deductions from your Damage Deposit.

Can I bring fireworks or candles?

Fireworks, Chinese lanterns, candles, incense sticks are all prohibited in all of our Holiday Lets.

Do you accept hen parties and stag dos?

Please note that events are not permitted without prior consent and may constitute a breach of your contract.

How do I make a complaint?

StayCotswold aims to provide the best quality homestay possible through both high property standards and great service.

If you feel that you have not received exceptional service, for any reason please let StayCotswold know as soon as possible so that we can put it right for you.

Calling us, during your stay, at the first possible opportunity, will give you the best chance of resolving your issue during your stay.

You will have been given emergency contact details for this purpose through your welcome communication – please do not hesitate to use these property specific details.

During office hours you may also call the team at StayCotswold on 01993 259 444 or email stay@staycotswold.com with details of which property you are staying in, what the problem is and how we can resolve this for you.

StayCotswold will keep you updated whilst trying to resolve your complaint. Initially the StayCotswold team member will endeavour to resolve your complaint over the phone.

If that is not possible, the team member will log a case and escalate your complaint to a manager.

If further escalation is required, a team member will update you within 48 hours with either an update or a resolution.

If a resolution is not immediately possible then, once we have fully investigated your complaint we will be in touch to let you know the outcome of our investigation and to provide a resolution.

Following this, if we don’t hear from you within seven days, we will close the case for you.

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