Confirmation of the booking

A booking is confirmed after successful payment and the issue of a booking confirmation by email. The confirmation contains the property, dates, guest details, amount paid, applicable rate plan and next steps.

Electronic delivery

The booking confirmation and receipt are delivered electronically to the email address provided at booking. It is the guest's responsibility to provide a valid email address and to check spam or junk folders.

Guest verification

Prior to or on arrival, guests may be required to present valid photographic identification for guest-registration purposes. Verification requirements are outlined in the confirmation email.

Check-in instructions

Full check-in details (exact address, access, parking, Wi-Fi) are shared before the stay in a check-in message. Where digital access is used, credentials are provided on the day of arrival unless otherwise agreed.

Property readiness

Every home is inspected and prepared before each stay. If anything is not to the expected standard on arrival, contact the local team immediately for resolution.

Support during the stay

Guest support is available before, during and after the stay through the contact channels listed on the Contact page.

Material property issues

Where a material issue affecting the stay arises and cannot be resolved on-site, Harbour & Palm may offer relocation to a comparable property or a partial refund proportionate to the disruption, at its discretion.

Booking completion

The booking is considered complete on check-out. Any post-stay matters (lost property, damage assessments, deposit returns) are handled within a reasonable period after check-out.