Frequently Asked Questions

You have made it to our direct website, so why not browse all of our homes?

You can search by location, or by dates. You don’t need to complete all parts of the search function. So leave the dates blank to see all our properties, or leave the location blank to see what is available for the dates you’d like to travel.

When you click “Book Now” it won’t require payment and complete the booking immediately, but will just generate an active enquiry with our bookings team.

After payment is submitted, your booking is confirmed and you’ll receive a booking confirmation email.

As our properties are somebody’s home, we believe that it is as important to leave the home as clean and tidy as you found it, as it is for us to ensure you find a professionally cleaned home when you arrive.

The home you arrive at will have been cleaned for your arrival. The fee you pay ensures that the home is spotless when you arrive and the same again when we hand it back to the homeowner.

We always strive to offer good value for money in our pricing, which takes into account seasonality, special events and demand throughout the year.  Along with the length of stay, and any last minute booking discounts.

The pricing on our website is dynamic, and changes based on these factors. For this reason, we tend not to offer discounts on the prices shown on the website.

Most of our homes are available within 24 hours if you need to make a last minute booking.  Please be aware that for our luxury properties, that further verifications are required to approve a stay. So if applying last minute, please let us know in your booking enquiry.

– The reason for the stay

– Link us to your professional profile, ideally on LinkedIn

– Acknowledge our house rules – which can be found here

Yes. However, we would need important information about the people who will be staying in the home, so it is important that you contact us ahead of the arrival date to make arrangements.

Payments are processed via our secure card processing system STRIPE. You will be able to submit your card details via an online invoice we’ll send to you in advance of your stay.

If any details regarding your payment method change – just get in touch with our property management team.

BACS payments are allowed, but we do not accept cash or cheque payments for stays.

We reserve the right to charge an additional security deposit for any stay. This will be communicated to you in advance of the stay, and is determined by a number of factors by our property management team based on the risk of the stay. The number of guests, reason for stay, value of property being hired, and home location and age of the guest are factored into this decision.

When you are required to pay a deposit it is returned to you within the following 7 – 10 working days after you have completed your stay. It may take up to 10 days to show in your account, depending on who you bank with.

If you would like to cancel your booking, then please contact the team and we will aim to accommodate your request. Please see our cancellation policy stated in our Terms and Conditions. Note that some bookings may be subject to additional terms and conditions of the website they have booked via.

You can contact us by emailing Properties@RGroup.co.uk or calling us on +44 (0)7792 659 005

Our office is based in the UK

The T&Cs are there to protect all parties involved in the booking. It is in place to prevent issues from arising by being clear about how everything works and each person’s responsibilities in sharing a home.

They can be viewed on this link

A copy of our Home Rules is provided in every home as part of the guest guide.

We encourage all guests to read and share the house rules with all guests staying.

The house rules can be read on this link.

We ask for a copy of your photographic ID (this can be a passport, identity card or driving license) and the details of that ID. We also ask for an email address to reach you on and a phone number to be used in emergencies.

We also request for proof of work, either via a link to your LinkedIn profile, or a work ID card, or email.

Our properties are luxury properties, and verifications help us hold people to account in the rare incidences where house rules are violated.

All of these requirements are designed to help your stay and booking process be as smooth and enjoyable as possible. We reserve the right to cancel bookings if verifications are not provided.

At your check-in we are sometimes required to check the ID of the guest. This is to minimise fraudulent activity and protect our guests and our homeowners.  It is a criminal offence to provide false information to gain access to a property.

If someone else is collecting the keys at check-in other than the booker they will need to provide ID in advance and have written permission from the lead booker to collect the keys.

Please contact the team and we will do our best to accommodate your request. Our homes can only accommodate the number of guests specified in the listings. There may be additional costs for extra guests.

Closer to the date of your check in, you’ll receive full check in details for the property you’ve booked.

Due to protocols of changing the keys and/or key codes to our properties – we refrain from giving our exact check in details too far in advance of your stay. So you should expect check in details around 24 hours prior to your arrival.

Our standard check-in time slot is from 2 pm onwards, however, we are happy to accommodate other requests where possible. The earlier we know, the better our chances of being able to adjust the time for you.

Our standard check-in is 2pm UK time. We understand that sometimes your plans mean that you arrive earlier. Bag drop, is often possible from midday onwards, but please let our cleaners complete their work. Kitchens, showers, beds etc – will not be able to be used until your check in time.

In addition, check out the website Stasher & Luggage Hero who have a network of hundreds of shops and hotels who have secure extra space in which you can store your luggage if you arrive early.

Most of our properties provide access from key-safes or 24/7 pickup locations, so later check-ins are always possible. But please make sure you let us know, and have provided all guest verifications in advance of your stay.

It will be harder to make contact with our housekeeping and property management teams if checking in later – so make sure you have asked all questions before your arrival, so you’re confident on the location and arrival process.

The team is available to address any concerns you might have about the home. There is a handy health and safety guide in the back of the guest guide booklet which you will find in the home where there is information about who to contact in an emergency.

In case of emergency, please contact the authorities first and then let us know. If it is a major maintenance issue, our emergency number is available 24/7 for any issues that require immediate attention.

In the extremely rare circumstance, that the property is not cleaned, or you have noticed items of the house that are not cleaned. We are able to arrange a cleaner to return and sort the issues for you. 

Please note that as our properties are pet-friendly, some of them have the potential to have minor remnants of pet hair, and may not be suitable for guests with strong allergies.

We provide 1 set of 2 (small and big) high quality white towels per person. If you would like more than 1 set we can happily provide that if we know in advance of the check-in.

We have multiple sets of linens and towels at the property – but please take take if getting extra towels and linens, as they are stacked by our cleaning teams, and restocking of the cleaning cupboard takes time.

If you need to leave the home earlier than expected, this is no problem at all, but please do let us know so we can instruct you on where to leave the keys so that the home is left secure when you leave.

Our standard check-out time slot is 10 am.

Our cleaning teams are scheduled to changeover the properties on the day of your departure, and often with same-day changeovers, this means they will attend at 10 am prompt.

Our advice is to ensure that you are packed up and ready to leave – and then you can stay in the property for a bit longer, until the cleaning team arrives – or ensure you are fully out of the cleaning team’s way.

Bedrooms, showers, and kitchen will not be usable after check out time.

You may want to consider booking an additional night, to give you a fully flexible checkout time on the date of your departure.

If you need to leave the home earlier than expected, this is no problem at all, but please do let us know so we can instruct you on where to leave the keys so that the home is left secure when you leave.

The payment for your stay includes a final clean of the home after you have vacated.

Our cleaners will remove the rubbish in the bins in the home at the end of your stay. If you have more rubbish than fits in the standard bins or are staying longer than 3 days, we ask you to place it in the bins outside (the details of where they are located are in your guest guide).

If you would like to leave a review, or give us any general feedback then please send us an email with the details of your stay to Properties@RGroup.co.uk

Alternatively, you can leave us a review on Google by searching for our property and using their review platform. If you have booked through another platform (e.g, Airbnb), then you may receive a review request directly from them after your stay.

This is our direct website! So you’ll always see all of our properties, for the best prices possible on here directly!