HOW DO I GET MY KEYS?
We like to meet and greet our guests at the property, if possible, so please call us a few days before arrival to arrange a time to do this.
WHAT ARE CHECK IN AND OUT TIMES?
Check in is after 3.00PM and check out is by 10.30AM. Sometimes we can be more flexible, depending on the bookings on either side of yours.
WHAT HAPPENS IF I CANCEL?
If you are forced to cancel your holiday you must inform us as soon as possible. Depending on your reason for cancellation, you may, at our discretion, receive a refund of all money you have paid to us for your booking less the booking fee (if applicable), and a handling charge of £60. See Cancellation Protection for details of where we would normally make such a refund. In all other cases, you will remain liable for full payment unless we are able to re-let all or part of the period booked, in which case we will consider a refund, less the booking fee (if applicable), and a handling charge of £90.
WHERE DO I GET HOLIDAY INSURANCE COVER?
The cost of your holiday with us will automatically include a Cancellation Protection Scheme, the details of which are on this website under Cancellation Protection. This does not cover overseas visitors, who are requested to make sure that they have adequate Travel Insurance to cover any cancellation.
WHAT IS INCLUDED IN MY RENTAL?
Linen, towels, heating and electricity are included in your rental, plus the use of Wi-Fi in those properties which provide it. Some properties will have a telephone set for incoming calls only.
WHAT ABOUT LINEN CHANGES AND CLEANING?
If you are staying for two weeks or longer you will receive a change of bedlinen and towels after the first week and every week thereafter. As for cleaning, you have chosen to stay in a self-catering property, so it is up to you to do your own cleaning during your stay. If you wish, we can put you in touch with a housekeeper with whom you can make your own private arrangements and pay direct for the services you request.
WHEN DO I GET MY SECURITY DEPOSIT BACK?
This will normally happen in the week after you have left, as soon as the housekeeper has confirmed to us that all has been left as found in the property.
WHAT CHARGES MIGHT BE DEDUCTED FROM MY SECURITY DEPOSIT?
We do not like to make charges from the deposit, but we ask that you leave the property neat and tidy and dispose of all rubbish. Charges might be made for extra time spent clearing up after your stay, replacements of broken items, repairs needed, re-cutting of keys not left in the property on departure, wasted journey for the cleaner if you have not left on time, moving back of furniture which you might have re-arranged, cleaning of carpets to clean up spillages, cleaning of upholstery and curtains if you have smoked in the property.
CAN I BRING MY PET?
Pets are only allowed in certain properties, so please enquire when you book. There will be an extra charge made for your pet to cover the extra time needed to clean the property. Please always make sure you remove any droppings from the garden and also that all pets are on an approved flea treatment and that all vaccinations are up to date.
CAN I HAVE GUESTS TO STAY?
The property is let out to you, for the number of people you have reserved. If you are going to make use of extra beds or sofa-bed, then please call us to discuss this as there will be an extra charge for extra occupants. No property should be occupied by more people than are declared when booking.
WHO DO I CALL IF I HAVE A PROBLEM OR COMPLAINT?
Please always call us if you have a problem to report or are unsatisfied with something in the property so that we can do our best to resolve the issue during your stay. If equipment fails or something needs replacing please report it so that we can put things right and allow you to continue enjoying your holiday. We cannot resolve problems for you after you have left, although of course we will be grateful to have your feedback.
WHO IS MY CONTRACT WITH?
The Company – Best of Brighton Holiday Lettings – acts as a booking agent on behalf of the homeowner. Once the Company has issued the holiday confirmation, the contract is between you and the owner of the property you have booked.
WHAT HAPPENS IF MY BOOKING CANNOT BE HONOURED?
Sometimes a homeowner may remove a property from our portfolio ( eg: for sale, use by its owner, long let taken) in which case we will offer you alternative accommodation of similar or better standard. If this is not acceptable, you will receive a total refund of the money you have paid.
HOW CAN I BE SURE THE PROPERTY IS UP TO STANDARD?
We make sure our housekeepers maintain a high standard in all properties. When making your choice, please be sure to ask if you have any special requirements, so that your expectations are met, as we have properties of all sizes and gradings.
HOW CAN I PAY FOR MY HOLIDAY?
We accept all major credit cards and debit cards but you may also make bank transfers into our account, details are available on request. WHEN DO I PAY? When you make the booking you will need to pay a deposit of one third of the total amount due. The balance and Security Deposit will be payable 8 weeks before your arrival.
WHAT ABOUT EMERGENCIES?
In the property you will find the numbers of the emergency services you might require, usually in the Welcome Book. You can also call our office number 01273 308779 and if it is out of hours you will be directed to the emergency number.
IS SMOKING ALLOWED?
Smoking is not allowed in any of the properties, so please remember to smoke outside. There may be a charge to clean all carpets, upholstery and curtains if smoke is detected in the property.