Q – When will my security deposit be refunded to my account?

A – The security deposit does not actually get charged to your card, it is just a hold. As long as the property is in tact & there are no damages, breakages, stains etc then the security deposit will be released back. There is no money taken or refunded as long as all is well with the property.

Q – How much notice do I need to give to cancel my booking?

A – Generally speaking, as long as we have 15 days or more notice from your check in date then you can cancel free of charge. Some properties & booking platforms may have different terms & conditions so it may be best to double check with us or the booking platform direct.

Q – When do I get the access info?

A – If you have created & registered for an online account through the Finest Retreats website then you will already have all of the information you need. If you are unable or do not wish to create an account then you will receive all of the property access information 48 hours before your check in date (as long as you have completed the online check in).

Q – I can’t complete the online check in?

A – Not to worry, we can help! Firstly, you need to make sure you have clicked or copy & pasted the link in the email we sent you. Then you need to make sure you enter the unique booking reference number & the PIN to log in. If you are still struggling with this then please give us a call or email & we will be happy to assist you further.

Q – What do I do in an emergency?

A – There is always someone on call at Finest Retreats. If you are locked out, have lost the access code to your property or anything else then you can just call the standard office number 01872 308833 during office hours to speak to someone. If it is outside the usual office hours please still call the office number & you’ll then go through to the voicemail which will have an out of hours emergency number you can call anytime, day or night. If there is no answer on the emergency mobile number the first time then please do not be afraid to leave a voicemail, send a text or call again. We will be there to help you.

Q – Where do I find the key safe code?

A – The key safe code for the property you have booked at will be in your online check in area on the Finest Retreats website or in the access email we will send you 48 hours before you check in. It will NOT be on the booking.com confirmation email where there is a PIN number. That PIN number is for your personal use if you need to contact booking.com.

Q – When do my payments come out for my booking?

A – If there are more than 6 weeks until your check in date then a 30% deposit is required at the time of your booking with the final balance coming out 6 weeks before your check in date. If there are 6 weeks or less until your check in date then the full 100% payment will be required to secure your booking. If your payment date falls on a weekend/bank holiday then the payment date will be on/around the date stated on your booking confirmation.
***PLEASE NOTE***Failure to make payments can result in your booking being cancelled & your chosen dates released. If you have any problems then please do get in touch so we can do our best to help you out.

Q – Are towels and bed linen included?

A – Yes, usually but please do double check the property description because sometimes you may need to bring bath towels or beach towels depending on the property.

Q – Do you offer discounts, for example for key workers?

A – We don’t have any specific schemes set up but you can always find the best rates by booking direct on the Finest Retreats website.

Q – Can I check in early or have a late check out?

A – We will try to accommodate a request during quieter periods of the year, however will only be able to confirm this closer to the date of arrival.

Q – Can I charge my electric car at the property?

A – The property description will detail if a charging point is available at the property. Prior permission from the owner will be required to charge via an electric socket for insurance purposes.

Q – It said I had free cancellation when I booked – why have I been charged?

A – When making a booking you will be required to pay a 30% deposit (if your booking is more than 6 weeks away) or the full amount if your booking is 6 weeks or less away. You can generally cancel for free as long as we have more than 15 days notice & generally any monies paid will be refunded. It is best to check each properties terms & conditions to confirm the free of charge cancellation period. We would also always encourage purchasing travel insurance to ensure your money is protected should you need to cancel within the charge cancellation period.

Q – Is accidental damage cover compulsory?

A – No, it is not compulsory however, by paying the small fee it can be a cost effective way to avoid expensive accidental damages.