We work hard so that every guest has a comfortable, enjoyable and worry-free stay.

Whilst we and our owners do our utmost to maintain high standards throughout the property, we understand that unforeseen issues can occasionally arise. This policy therefore sets out how we handle any issues that guests may experience at the property and sits alongside the standard Booking Terms and Conditions.

Our aim is to deal with any situation promptly, fairly, and with transparency.

Our Role

When making a booking, the contract for the provision of the accommodation is held directly between the Guest and the property Owner. Finest Retreats’ role is to act as a third party – specifically we act as a booking Agent, and we are here to help resolve any disputes between the property Owners and their Guests.

Finest Retreats have no authority to authorise refunds to Guests beyond those outlined below.

Booking Terms and Conditions

This policy sits alongside the official Booking Terms and Conditions which Guests, Owners and us as the booking Agents abide to when providing the accommodation. These can be read here: https://www.finestretreats.co.uk/booking-conditions/

Your attention is drawn specifically to section 15 and that any complaints must be raised as soon as possible during your stay and the Owner, Agent must be provided the opportunity to investigate, address or remedy the issue during the Guest’s stay.

Should an issue not be communicated to Finest Retreats during the stay, together with a photo or video of the issue or concern, a refund or compensation cannot be offered.

Owners have the obligation to demonstrate due care and skill in the provision of the accommodation, and Agents with the booking services. Some incidents may arise beyond reasonable control - for example power outages with the local power grid. This policy applies to incidents deemed within control. Force majeure, third party acts, acts of god, or anything outside of an Owner’s or Agent’s control is not covered by this policy and guests would not usually be due compensation for such events unless the accommodation is rendered uninhabitable.

Your statutory rights are not affected by this policy.

Benefitting from Services

We recognise that when issues arise they can detract from your enjoyment of a stay in a property. When one amenity is affected guests are still able to enjoy all the other aspects of the property – for example should the WiFi go down, guests are still benefitting from the shelter, utilities, comfort and ambience of the property. Any compensation is therefore designed to be proportionate to the specific amenity affected.

Reporting Issues & Raising Complaints

To report an issue during your stay, please contact us at info@finestretreats.co.uk and we will endeavour to put it right as soon as possible.

To raise an official complaint please request the complaint form and return it to the above email address. This is designed to collect all the information in one place so we can deal with your issue as fast and efficiently as possible.

Compensation Policies

Appliance out of Action

If the oven, washing machine or dishwasher are out of action, guests might be offered up to £10 per day it is out of action. This is capped at £50.

Example: 3 night stay would be entitled to £30. A 7 night stay would be entitled to £50.

Wi-Fi Down

If the Wi-Fi goes down then guests might be offered up to £5 per day it is out of action. This is capped at £50.

Example: 7 night stay & 7 nights out of action = £35 refund.

Heating not Working

During the months of October-April, if the heating goes down & there are no other means of heating the house/room then guests might be offered up to 25% of the daily rate, per day it is out of action.

Hot Water not Working

If there is not hot water then guests might be offered up to 25% per day it is out of action.

Hot Tub out of Action

For every day the hot tub is out of action then the guests might be offered up to 20% of the daily rate, per day it is out of action.

Missed Clean/Changeover

If the guests arrive & the property has not been cleaned or a changeover has not been completed & we are unable to resolve the issue within 24hrs then the changeover cost might be offered to the guests as a maximum amount. The price varies per property & will be the total cleaning fee charged by the housekeeper including laundry & linen.

This has to be reported upon arrival.

Cleanliness Issues

Any cleanliness issues must be reported as soon as practically possible after arrival and within 24 hours, and the housekeeper provided a chance to address the issues raised. Please provide clear images of any areas of concern so that the housekeeper can rectify them as soon as possible. If an issue has been raised, the housekeeper must be allowed access to rectify it.

Access Issues

If guests are unable to access the property within 2hrs of arrival then they may be offered up to £30 as compensation for the inconvenience. If access is not possible due to user error, the guest will be charged a call out fee of £30.

Example: key not in lock box, code changed.

Guests must allow the Owner or housekeeper to put a reported issue right. Should any issue be rectified within 24 hours of the report, no compensation would normally be due.