Frequently Asked Questions

 

How do I make a booking with StayCotswold?

You will find most properties on the StayCotswold website are bookable online. Once you have placed the booking and made payment you will receive a booking confirmation.

A small number of our properties are not bookable online, and you will have to send us an enquiry. This is because we need to check some of the details with the owner of the property before confirming the booking. If you are interested in one of these properties, then please complete the enquiry form and a member of our guest relations team will get in touch with you within 24 hours.

When you have found your perfect holiday, you will need to pay a deposit of 30% + our booking fee. The remaining balance will be due 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 of the booking.

We understand you may need to check with other guests before confirming, especially in larger groups. Please get in contact and we can hold your dates on a provisional booking for up to 48 hours.

What payment method can I use?

We accept the following payment methods:

Debit or 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” 

Do I need to pay a Security Deposit?

Damage Protection:

We have removed the need for Security Deposits with the introduction of Rental Guardian Damage Protection. You don’t need to do anything; this is automatically included in your booking for all stays under 28 days and/or £7,500. Book and stay with confidence.

Stays over 28 days and/or £7,500 do require a security deposit:

We ask our guests for a security deposit if their stay exceeds 28 days or £7,500 in value. This is in case there is any damage to the property during your stay. The security deposit is released after your stay if there is no damage. We will contact you nearer the time of your arrival to arrange the card you would like to secure this on. Please note that the amount held varies depending on the property you are booking.

For more information please refer to our Booking Terms.

When will I receive more information about my holiday?

Your welcome information, directions and key collection instructions will be sent via email a few days before your arrival date. You can also access these via the “My booking” section on our website. For security reasons we do not send this information out too far in advance.

Your welcome information 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 my holiday home?

Please look at your chosen property on our website and read the finer details section where you will find more information about your holiday home. If you are needing something that is not shown, then please contact our guest relations team and we can advise if it is available or if it is something we can arrange with the owner. When we send you welcome information you will receive 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.

Are bedding and towels included??

In all properties, you will be provided with a set of linen for the beds, bath towel (per person), hand towel (per bathroom) and a bathmat (per bathroom). You can request additional linen for your stay, however, there will be an additional charge. Please note that Cot Linen is NOT provided at any property.

I cannot go on my holiday, what are my options?

If you are unable to go on holiday, please let us know as soon as possible. In some cases, we may be able to move your booking to another date, but this is not guaranteed and an administration charge may be applied. We may also be able to offer a partial/full refund if we can resell the dates to new guests.

If you paid for Booking Protect Refund Protection at the time of booking (optional extra available from January 2021) you should contact Booking Protect to see if you are covered for your particular circumstances.

If you booked between 1st August 2020 and 8th January 2021, MasterCancel will cover your booking. Please contact us to discuss your particular circumstances.

If you are required to cancel due to Government Health/Travel Restrictions and you are not able to postpone or accept a voucher to re book, StayCotswold will will refund you 100% of your monies less any booking fees.

Please also refer to our Cancellation Policy in our full Booking 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 notify us on booking if you are planning on bringing a pet, some of our properties will not accept pets due to allergies and others may except small, well behaved pets on request. We will need to know the type of pet and with dogs, the breed and the age of the dog(s).

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

We have a few rules for pets:

  • Please do not allow your pet(s) on the furniture or in the bedrooms/bathroom areas of the house, the dogs must be kept downstairs area only.
  • Please do not leave pets unattended in or outside at any time.
  • Please clean up after your pet(s) if they use the garden or drive areas.
  • Please ensure that when you leave there are no traces (inside or out) that pets have been staying in the property.
  • Please be considerate of residents in the area – don’t let your dog(s) bark excessively.

If there is evidence of misbehaviour by a pet, or a pet has stayed without us being notified then please note that there will be additional charges .

Can I bring fireworks, candles, disposable BBQ’s, Can I smoke at the property?

Fireworks, Chinese lanterns, candles, incense sticks and disposable BBQ’s are all prohibited in all of holiday homes.

Smoking in any of our holiday homes is strictly prohibited.

Do you accept hen parties, stag dos or can I hold an event?

Please note each of our holiday homes have different rules around groups so please contact us before booking so that we can secure consent from the owner. Events are also not permitted without prior consent and may constitute a breach of your contract with us if not arranged prior to booking.

Do you offer long term accommodation or short lets?

A number of our holiday cottages can accommodate longer stays of 4 weeks or more. Please call us for more information on 01993 259444 or email stay@staycotswold.com

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 do not hear from you within seven days, we will close the case for you.

 

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