From request to confirmation

The seven stages

1. 1

   Request received

   Your dates, guest count, area and requirements are logged against a request reference. No price exists yet.

2. 2

   Availability validated

   We contact the accommodation provider and confirm whether the stay is genuinely available for those exact dates.

3. 3

   Written quotation issued

   If available, you receive a quotation that cannot be changed after issue and that states the date and time it expires.

4. 4

   Guest, billing and legal check

   Lead guest details, billing entity, guest registration requirements and the applicable terms are confirmed with you.

5. 5

   Acceptance

   You accept, amend or decline in writing. Declining costs nothing. Nothing is reserved until you accept.

6. 6

   Deposit or balance payment

   Payment is arranged with the party named in the quotation. Funds are never taken while availability is unconfirmed.

7. 7

   Confirmation

   The provider issues the booking reference, receipt and check-in instructions, and we send you a written confirmation.

Duplicate protection and expiry

Each quotation carries a single reference and an expiry date and time. A quotation that has expired cannot be accepted; we re-check availability and reissue it. Because a reference can only be settled once, a repeated payment attempt against the same reference does not create a second booking.

If something goes wrong with a payment

• · Pending: the payment is with the receiving bank. We hold the quotation open and confirm once it clears.
• · Failed or declined: nothing is taken and no booking is made. We tell you in writing and reissue the payment instruction.
• · Duplicate: a second payment against the same reference is refunded to the original payer.
• · Availability lost after acceptance: any funds paid are returned in full, or applied to an alternative you approve in writing.