We understand that plans can change and will always aim to be fair when handling refund requests. This policy explains when refunds may be available.
Before Your Stay
Refunds for cancellations are subject to our separate Cancellation Policy.
Where a refund is applicable, it will be processed back to the original payment method.
During Your Stay
No refunds will be given for:
- Early departures.
- Changes in personal circumstances.
- Unused nights.
- Adverse weather that does not prevent access to the property.
- Minor maintenance issues that do not materially affect your stay.
- Utility interruptions beyond our control (including temporary power, water, broadband or mobile network outages).
- Local events, roadworks, neighbouring building works or other disturbances outside our control.
Property Issues
If you experience a problem during your stay, you must notify us immediately so we have a reasonable opportunity to investigate and resolve the issue.
Refund requests made after departure where no opportunity was given to resolve the issue may not be considered.
Where we determine that a significant issue has materially affected your stay and could not be reasonably resolved, we may, at our sole discretion, offer one of the following:
- A partial refund.
- A full refund.
- A credit towards a future stay.
The value of any refund will depend on the nature, severity and duration of the issue.
Accommodation Becomes Unavailable
If your booked accommodation becomes unavailable before your arrival due to circumstances within our control, we will either:
- Offer suitable alternative accommodation where available; or
- Provide a full refund of all monies paid.
This will be our maximum liability.
Third-Party Bookings
If your booking was made through Airbnb, Booking.com or another third-party booking platform, any refund will be processed in accordance with that platform’s policies and procedures.
We cannot issue refunds outside of the booking platform for reservations made through third-party providers.
Processing Times
Approved refunds are usually processed within 7–14 working days, although the time taken for the funds to appear in your account will depend on your payment provider.