This page answers common questions about booking:
How do I book?
Bookings may be made by telephone or our own online booking system available via our Book Now page. The online booking system is the easiest way as it has live access to all the availability, pricing and special offers and you are guaranteed to get the best pricing if you book directly.
Where can I find the full Terms & Conditions that apply?
Our Full Terms & Conditions are availble in our Terms & Condition PDF.
What happens if I need to cancel; will I get my money back?
If you need to cancel and booked with us directly then you can do so by phoning or emailing us.
Exactly what happens depends on what price plan you signed up to when you booked. If you booked directly under our standard price plan you will in the first instance not get any money back at the point at which you cancel, however we will put the apartment back on sale and use reasonable endeavours to re-let it and if we are successful we will be able to refund you (less any costs and/or reduced income involved) in accordance with our Terms & Conditions.
if you booked using a flexible payment rate (which usually costs more), you will normally be able to get a full refund depending on the exact terms of the price plan, right up until a day or two before arrival.
An unrefundable or non-refundable price plan is exactly that - you have given up your right to get your money back if you cancel, normally in return for a discount.
We suggest you consider taking out travel insurance to safeguard against possible loss of a deposit.
If you booked via an Online Travel Agent then in the first instance you should contact them as we cannot usually cancel one of their bookings from our end, and they will normally operate their deposit and cancellation policy to the letter.
What happens if I need to cancel due to COVID-19?
We now consider all new bookings "COVID-aware".
This means that the normal deposit and cancellation terms of the price plan you signed up to when you booked apply if YOU need to cancel. For this reason we have for the time being introduced a "No COVID Quibble" price plan which is a flexible price plan giving a full refund if YOU have to cancel for a qualifying COVID related reason (see our full terms and conditions), right up to 24 hours ahead of your arrival date.
However, if WE have to cancel by being directed that we must close then we will refund you in full regardless of the price plan you booked under.
What are we doing differently due to COVID-19?
We are actively monitoring the official position on accepting stays during the continuing crisis and coming out of lockdown. For more information see our Book Now page. Please also note that some specific COVID-19 Terms within the Terms & Conditions will apply to new bookings, notably as shown below.
Things we are doing to help protect you, and how you can help during your stay is described on our Coronavirus/COVID-19 Information Page.
We have also compiled a Coronavirus/COVID-19 risk assessment and written a version for guests to explain how we are operating in the "New Normal". As well as hopefully giving comfort as to what we are doing to protect guests during their stay, this includes some new obligations for guests to help protect our cleaning team and the following guests so it's important to read as some items are cross referenced into the terms and conditions. Although it was first written after the first lockdown in 2020 we are continuing to use it until further relaxations take place. You can download it here: Coronavirus/COVID-19 Risk Assessment for Guests.
Overview of Key Changes
In addition to normal cleaning we are also using anti-viral "fogging" as well as additional sanitising of hard surfaces. This is expected to increase the normal turnaround time for an apartment from 2-4 hours to 5-7 hours. As well as our usual request for the apartment to be left tidy with the washing up done and bin bags taken out we are also asking guests to strip the beds and bag the used linen and towels to help protect the cleaning teams from increased risk of exposure, and start a dishwasher load before they leave (which may include items they haven't actually used). We hope to be able to relax these requirements as lockdown is eased.
Because of the new anti-viral cleaning regimen we reserve the right to bring forward the checkout time to 9am and regret that we will not be accepting requests for late checkouts. Note: We now feel we can relax this and are offering a 10am checkout
The earliest official check in time has been put back to 4pm. We hope to still have apartments ready earlier but will not be offering pre-arranged early check-ins but may be able to accommodate one on the day.
The Gym, Sauna, arcade machine and video library availability is dependent on the regulations in force at the time of your stay. Because we offer these as complementary facilities to guests no refund is available in the event they are not open during your stay.
We have also clarified the approach we will be taking to cancellation requests where COVID-19 is cited as a reason and related matters as desscribed above