Here you'll find answers to our frequently asked questions. If you still can't find the information you need, please contact our team who will be happy to help.
Do you accept American Express?
Unfortunately, we don't accept American Express. Due to lengthy processing times, payments via this method proved costly and inconvenient for both Perfect Stays® and customers.
Is there any flexibility on my check-in and departure times?
The 4:30pm arrival and 10am departure times are set to ensure the housekeeping teams have enough time to professionally clean, carry out maintenance and prepare the house to the highest possible standard. Early or late arrivals and departures are only available at the housekeeping companies’ discretion and should be agreed with them directly. Often, they don’t know whether this is possible until the day of arrival, as it depends on the condition the property is left in by the departing guests.
Please note that to manage the risks associated with COVID-19, there’ll be some adjustments to our normal service. Guests will be notified of specific changes ahead of their stay, including additional safety measures being taken and consequently, any necessary changes to arrival and departure times. Some properties are currently operating a 6pm check-in time.
Are the prices displayed on the Perfect Stays® website fixed?
Yes - each of our properties are subject to an annual pricing review and rates are agreed between ourselves and the property owners. The rates reflect the exceptional quality of the properties, our tailored concierge service and the fantastic facilities on offer, so you'll never see discounts or special offers listed on our website.
Do you have set changeover days?
Our typical changeover days are Thursday, Friday and Saturday, except for a small selection of properties, which have two changeover days during peak periods (Friday and Monday). Out of season, we're often able to accommodate arrivals on alternative days that aren't shown online. Please contact our team to discuss this further.
Can we move our booking to another date or property?
Once the non-refundable booking deposit has been paid, the booking is confirmed. In very rare and exceptional cases, the owner may be willing to allow a booking to be moved to an alternative date within the same calendar year, however, this is at the owner’s discretion and can't be guaranteed.
Unfortunately, bookings can't be moved from one property to another without forfeiting the non-refundable booking deposit. If the rental cost has been paid in full, the relevant charges will apply, as stated in our Terms and Conditions.
What's included at a Perfect Stays® property?
Every guest can expect to find a welcome hamper upon arrival, including fresh goods such as bread, milk, breakfast items, scones/cake, sundry items and cupboard essentials including tea and coffee. Each property also provides Wi-Fi, high quality linen and towels, logs (where relevant), dishwasher tablets, tea towels and hand wash. Our minimum standards ensure you have everything you need for a memorable stay, but some properties may provide alternative or slightly varied items, so please request detailed information from our team before your stay, if required.
Who do we contact if we have a problem during our stay?
In any cases where you encounter a problem, please contact the property manager as soon as possible. You'll be able to find their details on your booking documents and on the guest information tablet in the property. There's a 24/7 emergency contact number that goes straight through to the local property manager, so guests can rest easy that there’s always someone on the end of the phone if issues arise.
Do Perfect Stays® offer holiday insurance?
While Perfect Stays® don't offer holiday insurance, we strongly recommend that all guests secure suitable insurance to cover the full cost of their stay. This helps to protect you in the event of any unforeseen circumstances that may result in a need to cancel the booking. For our full cancellation policy, please see our Terms and Conditions.
Why do you need the names and ages of all guests staying at a property?
We require names and ages of all guests for insurance and fire safety records. Some properties might also have specific restrictions based on the age of guests, which will be listed on the relevant property page. Only guests named at the time of booking or added to the booking details before arrival are authorised to stay at the property. This should include any guests that may be joining or departing partway through the stay.
Do you store my card details in order to take auto-payments for the balance and security deposit?
In order to comply with strict Payment Card Industry Data Security Standards (PCI DSS), Perfect Stays® don't store guests’ card details. In order to process auto-payments to your card, the card processing system saves authorised encrypted codes which allow us to do this.
What's a refundable security deposit?
The refundable security deposit is a property-specific sum of money that the owner requires to be held and is due to be paid as cleared funds one week before arrival. This is refunded within 14 days of departure, subject to no charges made against it.
The refundable security deposit serves as an assurance to the owner of the property that should any damage or loss occur during, or as a result of a guest's occupancy, that recompense will be sought. The security deposit doesn't limit liability if damage is in excess of the amount held. Perfect Stays® acts as the mediator between the guest and owner to ensure any incidences of damage or loss are dealt with as quickly and efficiently as possible. The security deposit isn't concerned with general wear and tear.
Why is the refundable security deposit taken as cleared funds?
In order to comply with strict Payment Card Industry Data Security Standards (PCI DSS), Perfect Stays® don't store guests’ card details. For this reason, refundable security deposits must be taken as cleared funds.
If you pay your security deposit by either debit or credit card, the money goes straight into our secure bank account which is regulated by Worldpay - this doesn't earn interest. After your stay, your funds are refunded back to the card they were paid from within 14 days of departure.
If you pay your security deposit by BACS, the funds are held in our client account, which doesn't earn interest. You'd need to provide us with your bank details in order to refund your security deposit after your stay.
Can I pay my refundable security deposit on our arrival date?
A booking isn’t finalised until both the remaining balance and the refundable security deposit have been received. It’s a strict term of our booking process that the refundable security deposit must be paid one week before arrival at the latest, to ensure this payment has been received, processed and your booking documents sent to you ahead of your stay.
We have recently updated our policy to reduce the time in advance that the security deposit must be paid, from six weeks to one week, to improve the process for our guests.
I have booked online but it says my booking must be authorised by you before being confirmed – is my booking and my payment secure?
Your payment and the dates for the relevant property you have chosen to book are both secure while your booking is being processed. However, your stay isn't confirmed until it has been authorised by our team. If your booking isn't authorised for any reason, you'll be notified, and a full refund of the payment made will be processed back to you.
We aim to confirm all new booking requests the same day or within 24 hours if submitted outside of normal working hours. On rare occasions such as Christmas and bank holidays, this may take up to three to five days.
I understand the balance and/or security deposit will automatically be charged to my default card on the due date. Can I pay with a different card or by BACs?
If you don't want the auto-payment taken from the card you originally booked your holiday with, you can pay the balance and/or security deposit for your stay via a different card by calling our team and making payment over the phone, or by making a payment via your online Perfect Stays® account. You can also make payment by BACS.
The alternative payments must be made in advance of your due date(s). If we haven't received your payment(s) prior to your balance due date, the payments will automatically be processed from the card you originally made your booking with.
Can I pay for my holiday via bank transfer (BACS)?
Yes, payments can be made via a BACS transfer, the details of which will be provided upon request. Guests will be responsible for any bank charges both on transfer into our bank or on refund if it's for a security deposit. All payments made by BACS transfer are held in our secure client account. If you’re paying your security deposit by this method, no interest is earned on these funds. Please note, we don't accept international BACS payments.
I need to make some arrangements before I place my booking – what should I do?
Should you wish to book a property but need a little more time to confirm the final details, we can place a property on a 24 hour hold for you. Please note that once the hold has expired, the dates will automatically release and be available for booking on our website.
We’re a group of friends holidaying together, can we pay for the rental cost separately?
The lead guest is responsible for making one payment to secure the booking and making the final balance payment and security deposit. Each payment we take during the booking process needs to be taken in one amount. We recommend all paying parties transfer the appropriate funds to the nominated lead guest before any payments are made to Perfect Stays®.
Who manages Perfect Stays® properties?
Each property owner has a local manager and housekeeping team on hand to prepare and clean the property, whilst also being available to resolve any potential issues during your stay.
Our group has one guest too many, can we bring a blow-up bed or sleep on the sofa?
Unfortunately, our properties don’t accommodate more than the stated maximum number of guests (not including infants in travel cots at most properties). This is for our guests’ general comfort and enjoyment of the property, as they’re furnished and equipped to the maximum guest numbers shown, along with fire safety requirements.
Does the total number of guests a property sleeps include babies/infants?
The majority of our properties accept an additional two infants in travel cots (aged two and under). Properties where this varies will be noted on the 'need to know' tab. If you require further information or clarification, please contact us to discuss your requirements before booking.
Why are shorter stays not available all-year-round?
A small selection of our properties offer short breaks year-round. However, short stays are typically only available across our portfolio during quieter periods. Peak times of the year are reserved solely for longer stays of seven nights or more.
Is my money secure?
If you pay your holiday and/or security deposit by either credit or debit card, your money is held in a secure bank account which is regulated by Worldpay.
If you pay your holiday and/or security deposit by BACS, the funds are held in our secure client account.
In the unlikely event that Perfect Stays® cease to trade, all funds in our secure Worldpay account would be paid back to the guest – this would be managed by Worldpay.
All funds in our secure client account would be paid back to the guest – this would be managed by our bank, Natwest.
What is Worldpay?
Worldpay is a widely used secure card payment processing service for small and large businesses that protects online and telephone card payments.
Worldpay has strict processes in place to ensure that consumer money, paid via card, is protected should a business cease operating. Money can only be moved from the secure account through a release request which is checked by both Worldpay and our bank, this prevents the company from withdrawing funds unnecessarily.
Is Perfect Stays® ATOL or ABTA protected?
ATOL stands for Air Travel Organiser’s Licence and relates to any UK travel company that provides air holidays and flights.
ABTA is the Association of British Travel Agents which is an organisation that ensures quality service through its code of conduct and financial protection for holidaymakers in the event a travel company goes out of business.
Perfect Stays® isn't a travel agency or airline and therefore isn't a member of either body. We do, however, protect our customers’ card payments through a secure Worldpay account and we're a member of the Holiday Home Association. Please see above for further details on Worldpay.
“The Parag Family, Kent - Stayed at Rosemain
Use this company, they are the best I have encountered in 15 years of holiday homes. Wonderful service and place provided - I would highly recommend Perfect Stays again.”