FAQs

Please find the answers to our most frequently asked questions. If you can’t find the answer you’re looking for, please don’t hesitate to get in touch.

  • Will I need to pay a deposit?

    If your holiday is more than eight weeks away, a 30% deposit of the total holiday cost, plus any applicable booking fee, is required to secure your booking. You can pay by debit/credit card, PayPal or BACS transfer. We only accept payment in pounds sterling.

  • How do I pay my balance?

    Your final balance must be paid no less than eight weeks before the start of your stay. Depending on the method of payment, we will either collect your balance payment automatically from the card used to pay the deposit, otherwise we will send a secure payment link for you to pay the balance. If your holiday is less than eight weeks away at the time of booking, the full payment will be required to secure the booking.

  • How can I pay?

    You can pay for your holiday by debit/credit card, PayPal or BACS transfer.

  • Is there anything added onto the price at the time of booking?

    Luxury Coastal do not charge extra for payment by debit or credit card, nor PayPal. Any optional extras will be clearly stated during the booking process, and will be included in the final price.

  • Are groups/young bookings allowed?

    Unfortunately, we do not accept stag or hen parties in our properties, unless it has been agreed in advance with the property owner. You may see restrictions about certain groups in regards to age or party make up on individual property pages. These properties will have their own ‘objective justification’ as to why they are unable to accept such bookings, and any rules sit outside of our standard booking terms and conditions.

  • Do you accept short breaks?

    Yes! The vast majority of our properties will allow you to book three nights or more outside of the school holiday periods; July and August, subject to availability, and a selection also offer one and two night breaks. During July and August, bookings must be for a minimum of seven nights and changeover days may vary depending on the property. Some properties will accept short breaks during these months, and more information can be found on individual property pages.

  • Can I provisionally book a holiday?

    We know that booking a holiday is an important decision, so to make things a little easier, we can provisionally hold a property without charge or obligation for 24 hours whilst you get ready to confirm. Provisional bookings cannot be made on the website so please call the Luxury Coastal team to do this. In some cases, we may not be able to hold a property for you, such as if within a few days/weeks of arrival.

  • Why am I being asked to pay a security deposit?

    You may be required to pay a security deposit to cover any damage or additional cleaning costs that are incurred whilst on holiday. If a security deposit is required, it will be clearly stated on the individual property page and in your booking confirmations. The security deposit is in addition to the holiday cost and is taken seven days before the start of your holiday and is refunded seven days after departure, subject to a damage claim being received in this time. Please be aware that refunds may take 3-5 working days to register in your account.

  • Will bed linen and towels be provided in my property?

    Bed linen is provided in all properties for the number of guests detailed in the booking party, and beds will be made for your arrival. Linen will also be provided for the sofa bed, if requested at the time of booking. Towels are also provided in all properties, except for beach towels.

  • Can a travel cot and high chair be provided?

    We know how difficult it is to pack your car ready for a family holiday, that’s why many of our properties provide a travel cot and high chair free of charge. It will be clearly stated on the individual property page if these items are available. Bed linen is not provided for travel cots, so we ask if you can please bring your own.

  • Are utilities included in the holiday cost?

    Yes, they are! Gas, electricity, heating and water are all included in the cost of your holiday. If there are any additional charges, it will be clearly stated on the individual property page and in your booking confirmation.

  • Can I over occupy the property with a baby in a travel cot?

    In some cases, you can over occupy a property’s maximum guest number with a baby in a travel cot. This is on a per property basis as some properties will have restrictions due to space and public liability insurance. Please get in touch with us to discuss your requirements.

  • Can I bring my dog with me?

    Yes, of course! Many of our properties accept pets, and details can be found on an individual property page. There is a charge of £25 per pet per week and the fee will be added to your holiday cost at the time of booking. We ask that your pets are not left unaccompanied in the property at any time, are well behaved and do not enter bedrooms. If there are any additional cleaning charges, an invoice will be provided as soon as possible after departure.

  • Assistance Dogs

    Assistance dogs are welcome in all of our properties.

  • Will Wi-Fi/Broadband be available at my property?

    Many of our properties provide Wi-Fi/Broadband and this will be listed as a feature on an individual property page. Unfortunately, we’re unable to guarantee the speed or availability at each property as many properties are in remote or rural locations.

  • What time can I arrive and when must I depart by?

    You can check-in from 3pm in most of our properties, and check-out on your day of departure is 10.00am. If these times differ on an individual property, you will find details in your confirmation documents.

  • Do you allow smoking in your properties?

    Smoking is prohibited in all Luxury Coastal properties. Please be aware that these restrictions may extend to the external and surrounding areas of a specific property or complex.

  • What happens if I need to arrive late in the evening?

    If you’ll be arriving late, please contact your property manager a few days before your holiday to inform them and make arrangements for your key collection. If you’ve arranged a time to meet your property manager to collect your keys, please give them a call if you think you may be delayed.

  • How do I get the keys for the property?

    We will send you details of how to collect your keys in your booking confirmation document when you’ve paid your final balance. If your property has a key safe, you’ll be sent an SMS seven days before your holiday with the code. If there is no key safe, you will need to make contact with your property manager a few days before your holiday to arrange key collection. All keys should be left in the key safe, or as instructed, at the end of your holiday.

  • Will I receive any arrival information or directions?

    Arrival details will be sent to you in your booking confirmation when your final balance has been paid. This will include check-in/check- out times, the name and contact number for your property manager, full property address and directions to help with the final part of your journey.

  • Can I amend my booking once it’s been confirmed?

    Unfortunately, once your booking has been confirmed we are unable to make any changes to your holiday dates. We can add guests to the booking as long as it doesn’t exceed the maximum occupancy, or add pets if the property accepts pets. Please note there is a £25 fee per pet per week, that will be taken at the time of booking. We would always recommend that you take out sufficient holiday insurance when placing your booking.

  • What happens if I need to cancel my holiday?

    If you need to cancel your holiday, please inform us in writing as soon as possible. You can find full details of our cancellation policy in Section 10 of our booking terms and conditions, which can be viewed here.

  • What do I do if I encounter a problem during my stay?

    If you encounter any problems during your stay, please get in touch with your property manager straight away so we can do our best to rectify the situation and get your holiday back on track. Your property manager’s contact details can be found in your booking confirmation email. It’s a good idea to keep this with you or make a note of the number before you arrive.

    If you’re unable to contact your property manager, please call us on 0330 113 7005 or email hello@luxurycoastal.co.uk and a member of the team will be happy to help.

  • Do you provide insurance?

    We offer refund protection through Booking Protect, which allows you to apply for a refund in certain predefined circumstances. Please be aware that this is not an insurance product. You will be able to add refund protection at the time of booking, or any time before your final balance has been paid. The cost is based on the booking value and number of guests.

  • Why isn’t Luxury Coastal covered by ABTA or ATOL Bonding

    Unfortunately, both ABTA and ATOL Bonding cover areas of the holiday industry which Luxury Coastal doesn’t operate. ATOL is only applicable where flights are sold and ABTA is only applicable to package holidays; like other UK domestic holiday agencies, Luxury Coastal solely provides accommodation, so we’re unable to join these schemes.

  • I'd like some more information regarding my booking and Coronavirus

    We’ve put together a dedicated page to cover all aspects regarding this crisis and any questions you may have regarding your existing booking or new enquiries.

    Coronavirus Guest FAQs

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