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Cancellation Policy

We know that everyone is keenly aware of the need for clear cancellation policies.   Our policy is outlined below:​

  • All refunds provided, subject to the conditions below, will be exclusive of the 5% non-refundable booking fee.

  • The booking deposit - minus the 5% booking fee - will be returned to guests immediately when reservations are cancelled more than 42 days before arrival.  The booking fee is withheld to cover the administrative costs incurred by us when cancelling a reservation. Refunds will be made within 14 days of the cancellation confirmation

  • Where reservations are cancelled 42 days or less before arrival - refunds (less the non-refundable 5% booking fee) will be made on a sliding scale, according to the property you are staying in and the likelihood of us being able to take a replacement booking:

    • Properties with four bedrooms or less

      • Cancellations 42 days to 28 days before arrival - 75% refund of Total Cost excluding 5% non-refundable booking fee)

      • Cancellations 27 days to 14 days before arrival - 50% refund of Total Cost excluding 5% booking fee)

      • Cancellations 13 days to 0 days before arrival - 0% refund of Total Cost 

    • Properties with five bedrooms or above

      • Cancellations 42 days to 28 days before arrival - 50% refund of Total Cost excluding 5% non-refundable booking fee)

      • Cancellations 27 days to 0 days before arrival - 0% refund of Total Cost 

 

CANCELLATIONS BY YOU

  • All cancellations must be immediately notified in writing (email or post).

  • Where we take a replacement booking, you will receive a full refund (minus the 5% booking fee) for the nights that have been replaced.

 

CANCELLATIONS BY US

  • We do not cancel any reservation except in exceptional circumstances beyond our control. If we do have to cancel your reservation, you will be notified at the earliest opportunity and a full refund of the money paid to us will be provided within 14 days of the cancellation notice.

  • We reserve the right to cancel any reservation when we do not receive the deposit, balance payment or damage deposit payments or when the required information outlined in these terms and conditions has not been provided. In these circumstances a refund of monies already received will not be refunded.

  • Our refund liability in all instances is limited to the payments made to us. 

RESERVATION AMENDMENTS

 

AMENDMENTS BY YOU

  • If you want to change any detail of your confirmed booking you must let us know as soon as possible.  We will do our best to accommodate your request, but we cannot guarantee that we will be able to meet all requests for changes.

  • For changes request more than 42 days before arrival:

        • Where we can accommodate the requested change - you must pay any price difference between your original reservation and the new dates when the balance payment is due.  If the cost is lower, the balance payment will be adjusted accordingly.

        • If we are unable to agree on new dates with you - your booking will be considered cancelled and you will receive a full refund of the deposit paid, minus the non-refundable 5% booking fee. 

  • For changes to reservations requested on or less than six weeks before arrival:

        • We will provide a booking amendment when we are able to re-sell your original reservation dates.  In this circumstance, we will provide you with new dates (subject to availability) for your approval and you must pay any price difference between your original reservation to secure the new dates.  If the cost is lower you will receive a refund. 

        • If we are unable to re-sell your dates, we will have to consider your reservation cancelled and refunds will be provided according to the terms of our cancellation policy.  

 

COVID-19 CANCELLATIONS

  • We will provide full refunds for COVID-19 cancellations, less the 5% non-refundable booking fee in the following circumstances:

    • Where we are forced to close by the government.

    • Where your group does not meet the government guidelines in place at the property you have booked at the time of your arrival.  For example - the ‘rule of 6’, two household rule etc.

  • For all other instances, when we are legally open our standard policies are in place.  (We do not provide refunds if you are unwell or unable to travel due to COVID isolation).

We advise guests to take out comprehensive travel insurance.  Regardless of whether or not you choose not to have travel insurance, you accept responsibility for any loss that you may incur due to your cancellation. 

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