FREQUENTLY ASKED QUESTIONS
We are asked many and varied questions regarding the rental of our portfolio of properties. In order to assist you in choosing the property that meets your requirements, we have listed a number of the more frequently asked questions - we will add more as time goes on.
- Can I invite additional daytime guests to the house during my stay or bring camp beds for additional overnight guests?
- If additional guests are agreed, will there be a charge?
- What is the Good Housekeeping Deposit?
- Can we arrange a short break?
- Can we arrive earlier than 1600 hours?
- Can we hold Weddings, Parties and Events?
- What happens if we have to cancel the holiday?
“Can I invite additional daytime guests to the house during my stay or bring camp beds for additional overnight guests?”
This depends on the house insurance and the views of the owner. In some instances, the house will be insured for a specific number of guests and increasing the occupancy will invalidate the insurance, putting the property and yourselves at risk. In some cases, in order to minimise wear and tear and to avoid overstretching the facilities, such as private water supplies, septic tank sewerage systems, etc, the owner does not wish their property to be occupied by more than the specified number. There is usually a charge for this.
To avoid any misunderstanding, please do not invite more guests than the house sleeps. Where a house shows extra capacity, for example 10 + 2, please check whether the +2 are children's beds. This will be stated in the house details.
Please bear in mind that the owner or their representative may ask the additional guests to leave if no prior arrangement has been agreed.
In other cases, a property can accommodate additional guests on camp beds, etc., and there may be an additional charge for this.
“If additional guests are agreed, will there be a charge?”
Additional guests will be using the facilities of the property and therefore the owner may make a further charge for the use of the house and facilities. This will vary depending on number of guests and length of stay.
“What is the Good Housekeeping Deposit?”
The Good Housekeeping Deposit (GHD) represents your agreement to leave the house and contents as you found them.
WHAT IS THIS?
We will require a Good Housekeeping Deposit (GHD) from you, as a bond, representing your agreement to leave the property as found. The owner may claim for any loss or damage up to the amount of the GHD. They may claim for excessive cleaning costs, smoking in non-smoking properties, over-occupancy etc. They may make a claim for any costs arising from your rental which were not anticipated or charged for.
There may be an enhanced GHD for certain types of booking: weddings, stag/hen parties, film shoots etc.
HOW AND WHEN DO I PAY THIS?
You may pay this in one of two ways:
- By cheque made payable to the owner and banked 7 days prior to arrival. Please contact LHH for account details. It is the owner’s responsibility to refund this to you following your departure. Returning customers may find that their cheque is not banked and is destroyed following their stay.
- By Pre-Authorised Credit Card. You may Pre-Authorise payment of the GHD using Credit Card details. The funds will be allocated from your card to LHH but will not be taken unless there is a claim.
- Please note that for some properties only Credit Card Pre Authorisation is accepted.
No Claim
Provided the property is left as found at the end of the rental, no claim will be made. The Pre-Authorisation code will be cancelled and no charge will be made on your card.
Claim Arising
If the property owner claims for loss or damage, and informs us of any such claim, within the 10 days following your departure LHH will deduct the required amount from your card and inform you of this. The Owner is required to provide you with a breakdown of the claim.
WHAT HAPPENS IN THE EVENT OF A CLAIM?
The owner is required to give you a full explanation as to why they are making a claim and be able to back up any such claim with first hand reports from either themselves or their housekeepers. they may also provide photographs. If they have to replace broken items they must do so with the same or similarly priced items. Additional cleaning will be at the rate charged by their cleaners or cleaning company. If a non smoking house has been used for smoking the full amount may be claimed. This is not an exhaustive list and any additional costs incurred as a result of your occupancy may be a cause for claim.
As this bond is a direct and legal agreement between you and the owner, LHH can offer to act in a mediatory capacity but do not have any jurisdiction over the holding or refunding of these deposits. In the event of a dispute, LHH will assist in trying to reach an amicable and fair conclusion for both parties.
“Can we arrange a short break?”
Yes. Short breaks are increasingly popular, especially for special events and celebrations.
A short break consists of 3 or 4 days of one normal letting week.
Weekend breaks consist of 3 or 4 days which cross over the weekend. These are more expensive than the short breaks as they break up two letting weeks.
Except at short notice, neither of the above can be arranged during school holidays.
“Can we arrive earlier than 1600 hours?”
Please do not arrive early as it places the owner/housekeeper in the difficult and embarrassing position of having to refuse entry. Please respect their need for the time to prepare the property following the departure of guests. They are not only cleaning but also checking the house as well, which is extremely time consuming. However, if the property is unoccupied during the week prior to your arrival, it may be possible, by arrangement with the owner, to arrive early.
“Can we hold Weddings, Parties and Events?”
A few of our properties are available for these purposes by prior agreement with the owner and LHH Ltd. For weddings there may be a Facility Fee which will be dependent of the numbers attending and the planned use of the property. There may be an increased GHD to reflect the risk of breakages, etc.
“What happens if we have to cancel the holiday?”
When you reserve a property you agree to pay the balance on the due date. If you have to cancel your holiday, the deposit is non-refundable and you remain liable for the balance. Cancellation insurance will cover you for such an event and therefore it is strongly recommended. In the event of cancellation, let us know immediately and we can then try to re-let the week. If we are successful, we will issue an invoice for your insurance company to enable you to reclaim on your policy.
Please note – once a booking is made, you are then responsible for the balance even if you cancel. If you do not take out cancellation insurance you risk losing both your deposit and balance. Cancellation is an insurable risk and it is your responsibility to ensure that you have adequate cover.
When you cancel your booking we will open the week for reletting and if we are successful you will receive a full refund less a £70 administration fee.
Recommended Insurer
There are many opportunities for cancellation insurance and we recommend you visit http://www.jsinsurance.co.uk/travel_insurance/ for a suitable quote.
