How do I claim a refund?If you’re expecting a refund following a cancellation or waiting for your damage deposit, you can check the payment status in the Manage My Booking page.
Please note: Refunds can take up to 10 days to reach your original payment method.
If, following your stay, you feel you’re due a full or partial refund due to issues or problems at the property, contact the property owner/manager through your Manage my Booking page. You can then present them with any evidence you may have to support your claim.
Homes covered by Payment Protection
It's very rare for something to go wrong, but if you're unable to gain access to the property-- and have exhausted efforts to resolve the matter with the property owner--you need to call us on +44 (0)2037015375 on the first day of the rental period.
Remember: to qualify for Payment Protection, you must have booked and paid online through our site. Read the full terms.
Homes not covered by Payment Protection
You’ll need to contact the property owner/manager to resolve the matter with them. See your booking contract (if you have one) for the terms and conditions.