How can we help?

Managing a Booking

How can I manage my booking?

We have made it easier than ever for you to manage your booking by automatically enrolling you with an online account. By logging into your account online you can view your trip details, make payments, and complete amendments to your booking (such as a change of date or request for infant essentials). Once your balance payment has been made, the directions and key collection details for your property are available. If you have a question about your booking, get in touch and find the information you need by accessing the Help Centre. Simply click here to log in to your account.

You can also download our mobile app (simply log in with the email address used for your booking). The app allows you to pay any instalments of your deposit and your remaining balance and access the details of your upcoming trip all in one place, find your key collection details, access our live chat service for on demand questions about your booking, and even view the local weather forecast.

How do I cancel my booking?

If you change your mind about going on your holiday and you cancel it more than 6 weeks before it's due to start, you will lose your full deposit. If you have paid a 'Low Deposit' you will need to pay the balance of the deposit.

If you change your mind about going on holiday and you cancel it 6 weeks or less before it's due to the start you will lose your full deposit and balance.

For more information, please refer to the Booking Conditions.

If your booking cannot take place due to (I) a COVID-19 national lockdown in the UK or Ireland, (ii) a COVID-19 local lockdown in the UK or Ireland, either where the property you've booked is based or where you (as the lead booker) live, or (iii) the number of people and/or households (as referred to on the customer information form that you completed ahead of your booking) attending it being in excess of those that are legally allowed to attend holiday lets in the area where the property is based, you can request a change of date (without the Luxury Holiday Houses' admin fee) at an Owner's discretion or receive full rental charges refund from the Owner, for any booking that departs before 01/01/2023 (T&Cs apply) (Book with Confidence). Please see our Booking with Confidence page for more details.

If you wish to cancel your booking, please log in to your account and select the 'Cancel booking' option for that booking. Any outstanding fees will be displayed to you prior to cancellation. If you can travel on an alternative date, you may be able to request a change to your booking dates - we will let you know if the Owner agrees to accept your request. If the Owner accepts your request, you will need to pay an administration charge of £30 to Luxury Holiday Houses plus any additional costs if the total price for the amended booking is higher.

How do I amend my group details?

To amend your party size or to provide your group information, please log in to your account and select the 'Group Information' tab to complete your details.

How do I amend my pet details?

If you wish to amend your pet details, please log in to your account and send us a message.

How do I change my booking dates?

If you need to request a change to your booking dates, please log in to your account go to the 'Change booking dates' section to make your request.

Once you have selected your amended dates, you can review your new holiday price, including any additional rental charges applicable along with an amendment fee. The minimum price will always remain at the price originally paid.

Any change of date will not be confirmed until your request has been accepted and you have completed any required additional payment due.

How can I request infant and toddler essentials?

Some properties offer infant and toddler essentials such as cots, highchairs, and stair gates available for your use at your own risk. If these are available, you can submit your request for them before you set off on holiday. Please log in to your account and select the 'Feature and amenity requests' option. Please be aware that cot linen is not provided, so please remember to bring this along with you. If your property does not offer these features and amenities, unfortunately, you will not be able to request them.

How can I see my insurance policy documents?

If you have purchased insurance through us, you can review the policy documents by logging into your account and selecting the Insurance tab. Please log in to your account to view your documents.

How can I extend my holiday?

If you want to request to extend your holiday dates, please log in to your account to send us a message providing the new departure date and number of nights required, and we'll check with Owner if they are able to accommodate your request.

What happens if damage has been caused at the property?

Sometimes accidents happen. If damage has been caused at a property, accidental or otherwise, please notify the Owner or us as soon as possible. During your stay, you are liable for any damage to the property or contents caused by yourself or any members of your party.

Please log in to your account to contact us.

What do I do if I have left an item behind at the holiday property?

We know how worrying and stressful it can be to return home and realise that you have left a beloved item behind at one of our properties. To help us to relocate any items left behind, please log in to your account and send us a message providing a description of what you think you may have left behind at the property and where it was located. Any items located may be returned to you at a cost of £15 including postage and packaging (please note that the charge may be higher for heavy, large or valuable items). Unclaimed items will be disposed of after 28 days.