Frequently Asked Questions

Frequently Asked Questions

  • What are the booking terms?

    The guest booking terms can be found here

  • What is the booking process?

    Step 1
    After choosing your property, select your dates from the calendar and fill in the online prompts. At this stage you are making a provisional booking and will be prompted to make a deposit payment via paypal.

    Step 2
    After checking the bookings details and receiving the deposit payment to secure the booking, we will make confirmation via email, confirm your payment made and issue you with full details of the remaining process. In the unlikely event that we are unable to confirm your booking, we will immediately refund any deposit monies paid.

    Step 3
    28 days in advance of your stay we will contact you via email with a prompt to make payment of the balance.

    Step 4
    Upon receipt of full payment we will forward to you all the necessary information for your stay including key collection, property arrival instructions and details of the landlord's property manager.

    Step 5
    At least 24 hours before the start of your stay, you will need to make contact with the landlord's property manager, informing them of your planned arrival time.

    Step 6
    Following completion of your stay the landlord's property manager will carry out an inspection of the property and report any breakages or damages to us.

    Step 7
    If there are no damages to the property we will automatically refund your breakage deposit to you 7 days after the end of your booking.

    Step 8
    Following the completion of your booking we will contact you to ask if you are happy to submit a review of the property which might help future guests choose which property is best suited for their needs.

  • How much do I need to pay to secure the booking?

    In order to secure your booking we ask that you pay 25% of the rental cost of the booking. If your booking starts within the next 28 days a payment of 100% will be needed.

  • I need to make changes to my booking

    If you wish to make any alterations to your booking after it has been confirmed, such as your chosen departure date or the accommodation itself, then you must do so in writing to We will do our very best to make your changes though it may not always be possible.
    We are only able to move your booking to an alternative property with the express permission of the landlord. If the landlord is not in agreement then the normal cancellation charges will apply.
    Please note there is a £25 (+VAT) administration fee for changes to your booking.

  • What happens if I cancel my booking?

    Should you need to cancel your stay after the contract has begun, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when we receive it in writing or via email at our offices. As we incur costs from the time we confirm your booking and may be unable to re-sell your period of stay, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost of the booking excluding amendment charges. Amendment charges are not refundable in the event of cancellation.


    Period before start of stay within which written/email
    notification of cancellation is received by us
    more than 4 weeks deposit only
    less than 4 weeks deposit + 20% of balance
    less than 3 weeks deposit + 40% of balance
    less than 2 weeks deposit + 100% of balance


    Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of any insurance policy you may have. Claims must be made directly to the insurance company concerned.

    It is strongly recommended that you take out adequate cancellation / travel insurance. Please read your policy details carefully. It is your responsibility to ensure that any insurance cover is adequate for your particular needs.

  • What happens if you change or cancel my booking?

    In the event that the holiday home you have booked becomes unavailable, due to circumstances beyond our control, then you shall be offered alternative accommodation or a full refund. In the event that no suitable accommodation can be found for you then a full refund will be returned. Any refund is restricted to rental cost of the property and we are not liable for any associated expenses or cancellation charges for travel arrangements etc.
    We encourage all guests to take out holiday let insurance which will cover you for any expenses you may incur due to necessary cancellations.

  • Do I need insurance?

    It is strongly recommended that you take out adequate holiday let cancellation / travel insurance. Your insurance may cover you for cancellations by us, cancellations by you, expenses incurred due to relocation in the event of the property being unhabitable due to essential property maintenance etc. It is your responsibility to ensure that any insurance cover is adequate for your particular needs.

  • What is included in the rental price?

    Your rental price includes the hire of linen and towels, all utilities gas, electricity & water (unless otherwise stated in the property description). All properties (unless otherwise stated) have fully equipped kitchens with a a full compliment of cooking utensils pots & pans. Please view the 'facilities' section of the property pages for a comprehensive list of what is included with each property.

  • Are towels and linen included?

    Yes, your rental fee includes enough linen and towels for the number of people detailed in your booking. The rental fee also includes all utilities (unless otherwise specified in the property details).

  • What isn't included in the rental price?

    The price of your rental does not include any holiday insurance or transportation to your holiday home. Where there is a telephone at the property, telephone calls are not included in the price and must be paid for.

  • How do I collect keys?

    Arrival instructions and key collection instructions are emailed to guests 7 days in advance of your stay only after full payment has been received. Each property has it's own instructions, the majority involve a free meet and greet service between 3-5pm. Meet and greets outside of office hours may incur a small charge from the landlord's property management company, details of which are contained in the booking terms.

  • Where do I return keys?

    Each property has its own key return policy, with the majority requesting that you leave all keys in the property at the end of your stay. Please consult the Property Information Pack left in the property or contact the landlord's property manager for instructions.

  • What payment methods do you accept?

    We accept all major credit and debit cards via paypal at a charge of 1.5%. You do not need a paypal account in order to pay.

  • What are the check in & check out times?

    All properties have a check in time of 3pm and a check out time of 10am. On some occasions it may be possible to request a late check out or early check in. This is organised directly between the guest and the landlord's property manager. A small charge may be applicable. Please contact the landlord's property manager to discuss your requirements.

  • What happens if I want to arrive outside of office hours?

    Please let the landlord's property manager know in advance of your stay. The majority of property managers will charge a small fee to be met at the property outside of office hours or to organise out of hour key collection. Any charges will be detailed in the booking terms.

  • What happens if there is damage to the property during my stay?

    All damage must be reported immediately to the Property Manager or directly to City Pad. The holiday home renter will be responsible for making sure there are no damages to the property. Most properties hold a £300 - £500 deposit against damage and excessive cleaning. City Pad reserves the right to charge your Credit card any excess of this figure for damages sustained.
    If you discover damage to the property at the start of your stay that was not caused by your party, then you are required to report the damage to the property manager. Failure to report any obvious damage may result in your breakage deposit being charged.

  • What if I find damage upon arrival to my holiday home?

    If upon arrival you notice damage to the property, please call your property manager who will record the information and ensure that you are not charged for the damage. Damage must be reported the day of your arrival. Failure to report any obvious damage may result in your breakage deposit being charged.

  • When does my breakage deposit get returned?

    Your breakage deposit will be returned to you automatically 7 days following the end of your booking. The payment will be made less any deductions made for damages / excessive cleaning and will be returned to the card you originally used for payment.

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