Security Deposit
We ask our guests for a security deposit, which is a pre-authorised against your payment card. It’s not a charge — the funds remain in your account, just reserved temporarily. This is to cover any damage to the property during your stay. The amount is reserved 2-3 days before your arrival. It is released again within 5 days of your departure, if no damage is identified. We reserve the right to maintain pre-authorisation for up to 30 days, if, for example, we are awaiting a quotation.
The security deposit may be used to cover any damage to the property, fixtures, fittings or contents caused by any act or omission by you, other guests, or pets in your party. Don’t worry — we’re not concerned about minor accidents like a broken wine glass, but we do ask that you let us know about any damages, however caused, so we can arrange replacements.
Damage Waiver
If you would prefer not to have a pre-authorisation on your payment card, you can choose a Damage Waiver instead. This is a one-off, non-refundable charge instead of the Security Deposit.
The Damage Waiver covers damage up to the same value as the Security Deposit. It does not exempt you from any Check Out Charges. It is not insurance and does not provide liability cover.
Amount reserved and total cost of damages
The amount reserved as a Security Deposit, or covered by the Damage Waiver, is £200, £350 or £500, depending on the property. If the cost of any damage exceeds this amount, you agree to pay the additional costs upon receipt of our reasonable written request, together with supporting evidence.
If you would like us to use a different card for the pre-authorisation please let us know after your final balance has been paid. Please make sure your card is in date.
If you notice any damages on arrival
If you notice any damage when you arrive, please report it immediately to your housekeeper by phone, text or email. This helps ensure you are not held responsible and allows us to arrange repairs. Please do take photos where relevant.
If you damage something
Please report any damage as soon as possible to your housekeeper. They will do their best to arrange a repair or replacement promptly.
Wind damage or similar
We understand that damage can sometimes be caused by factors beyond your control, such as weather, passing vehicles, or even livestock. However, it is still important that you report these to your housekeeper immediately.
If bad weather is forecast during your stay, please take sensible precautions, such as bringing outdoor furniture inside, closing windows, and securing doors. Please note that you may be liable for damage resulting from a failure to take reasonable care.
Advising you of charges
We will make every effort to notify you of any charges as soon as possible and, in most cases, within 30 days of your departure.
In some instances, we may inform you that a charge will apply but may not be able to confirm the exact amount immediately, for example, if we are awaiting a quotation.
Terms and Conditions
This Damages Policy forms part of our full Terms and Conditions. Please read in full before booking.
Updated: 01 April 2026