FAQs

Whatever the occasion we have an incredible house for you

Booking Process

Once you have submitted a request through our website a member of our client services team will be in touch shortly thereafter. You can expect them to confirm with you: –

  • The nature of your stay
  • The number in your party
  • Contact details

Our wonderful client services team will then send you a hand-picked list of our properties that they feel are best suited to your needs. As we are an agency and many of our properties are not exclusive, we will then need to double-check availability with the owners before sending you a booking pack to secure your booking.
As we act as an agency our owners like us to run the bookings past them before anything is confirmed and, as such, instant booking is not possible. Furthermore, many of our owners can take personal bookings, so we do need to confirm availability before a booking can proceed. Our client services team will contact the owners and will be in touch as soon as we have confirmation.
Our typical stays are as follows: –

  • 2-night weekend (Friday-Sunday)
  • 3-night weekend (Friday-Monday)
  • 4-night midweek (Monday-Friday)
  • Week-long stay (Friday-Friday)

Therefore, our calendars begin on a Friday so as not to impede on other stays.
We require one third of the total booking cost as well as a £50 booking fee to secure the property at the time of booking. The remaining balance, along with the refundable cautionary deposit, is then due 3 months before you are due to check in. If you are booking a stay less than 3 months in advance, then the total amount is required upon booking.
We have a detailed list of recommended activities and caterers that are specific to each house. As there is so much choice here, we find it is best for you to contact the companies yourself to get things booked. Once you have secured your booking, we will send across a detailed Guest Information Pack, which will contain all of the relevant contact information.

Cautionary Deposits

The cautionary deposit is an amount of money determined by the owner of the property. We request this alongside your balance 3 months before your stay at the property. It is there in case any damage occurs at the property or any extra cleaning is required. We find cautionary deposits to be a motivator for guests to leave the property in the same way it was entered.
Your booking deposit contributes towards the overall amount you pay for the property, whereas the cautionary deposit is fully refundable and is taken as a precaution for any accidental damage that might occur during your stay. We request this, alongside your balance, 3 months before you check in. The amount is determined by the owner, which is why it is different for each house.
We allow our owners 48 hours after guests have checked out to gain access to the house and check for damages. Providing no damage has occurred, you can expect to receive your deposit back into your bank 7-10 working days upon your return. This allows the owner of the house to gain access and check everything is in order, as well as allowing our finance team time to process the return.

Pricing and Payment

We operate under a fluid pricing strategy; seasons and school holidays will influence the price of a stay at any of our houses. For example, you can expect a week that falls in the school summer holiday to be priced higher than a week in a winter month out of the school holidays.
We are constantly reviewing and updating our special offers.
You can pay via cheque or internet bank transfer. Both the bank details and the address to which you should send your cheque will be stated on your booking pack. Should you wish to pay by credit card, we can send you a PayPal link enabling you to do so. However, please be aware that if you choose to pay this way there is an additional 2% charge. This is set by PayPal and sadly we have no control over it.

Cancellation Policy

Our cancellation policy is as follows: –
Any cancellation made by you, for whatever reason, shall be in writing and addressed to kate & tom’s, Westmoreland House, 80-86 Bath Road, Cheltenham, Gloucestershire, GL53 7JT. We will endeavour to re-let the property. If we are unable to re-let, the full balance owing will remain payable by you or the monies paid will be forfeited (as applicable) and the deposit will not be refunded. If we only succeed in re-letting the property for part of the holiday period, we shall refund an amount equal to the money paid less the rental for the period which is not re-let. We strongly recommend that you take out Cancellation Insurance.
We are unable to transfer bookings. So should you change your mind about a property after booking, our cancellation policy will come into effect.