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Frequently Asked Questions


Why do you need the names and ages of all guests staying at a property?

We require names and ages of all guests for fire safety records and only guests that are named by the lead guest, when booking, are authorised to stay at the property. This should include any guests that may be joining or departing partway through the stay.

Can I pay for my holiday via bank transfer (BACS)?

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 is for a security deposit. All payments made by BACs transfer are held in our secure Client Account. If you are paying your Security Deposit by this method, no interest is earned on these funds. Please note, we do not accept international BACs payments.

I’d like to pay for my remaining balance via bank transfer (BACS) and put the refundable security deposit on credit card, is this possible?

The remaining balance and refundable security deposit, both due six weeks before arrival, can be paid using two separate methods i.e. via bank transfer for the remaining balance and a credit card for the refundable security deposit.

What is 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 6 weeks before arrival, at the same time as the remaining balance. This is then refunded within 14 days of departure, subject to no charges to be 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 does not limit liability if damage has been done 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 is not 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 do not 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 does not earn interest. After your stay your funds are refunded back to the card it was paid from within 14 days of departure.

If you pay your Security Deposit by BACs, the funds are held in our Client Account and this does not earn interest. You would 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 nearer to our arrival date?

It is a strict term of our booking process that the refundable Security Deposit is to be paid at the same time as the remaining balance, 6 weeks before arrival.

A booking is not finalised until both the remaining balance and the refundable security deposit have been received, therefore both payments are required 6 weeks in advance of arrival to comply with our contractual arrangements with each owner’s property.

Our group has one guest too-many, can we bring a blow up bed or sleep on the sofa?

Our properties unfortunately do not accommodate more than the stated maximum number of guests (not including infants in travel cots at the majority of properties). This is for our guests’ general comfort as the properties are furnished and equipped to the maximum guest numbers shown, which is for your enjoyment of the property and for fire safety requirements.

Can we move our booking to another date or property?

Once the 30% 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 cannot be guaranteed.

Unfortunately, bookings cannot be moved from one property to another without forfeiting the 30% non-refundable booking deposit. If the rental cost has been paid in full, the relevant charges will apply as can be found in our Terms and Conditions.

Do you accept American Express?

Unfortunately, Perfect Stays do not accept American Express. Due to lengthy processing times, payments via this particular method proved costly and inconvenient for both Perfect Stays and customers.

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 that we take during the booking process does need to be taken in one amount. We recommend that all paying parties transfer the appropriate funds to the nominated lead guest before any payments are made to Perfect Stays.

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 is not a travel agency or airline and therefore is not a member of either body.  We do, however, protect our customers’ card payments through a secure Worldpay account and we are a member of the Holiday Home Association. Please see below for further details on Worldpay.

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 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 the company ceased to trade, all funds in our secure WorldPay account would be paid back to a guest – this would be managed by WorldPay.

All funds in our secure Client Account would be paid back to a guest – this would be managed by our bankers, Natwest.