Frequently Asked Questions
1. What is included in the rental cost?
The cost of your holiday home includes towels, bed linen and all utility charges (water, electricity & gas). A complimentary toilet roll per bathroom will be provided for your arrival. Also provided are basic cleaning products for guests use like toilet cleaner, antibacterial spray, dishwasher tablets, washing up liquid, some scourers and cloths. However, depending obviously on the length of the booking and the use made of it, we cannot always assure this will all last for the whole stay.
2. What are the charges for booking?
You must pay a non-refundable service fee of between £9.95 and £18.95 per person according to the property you have booked. This service fee helps us run our secure platform and offer housekeeping support over the duration of your stay and give you the peace of mind that your transaction is safe. Please note if your guest numbers decrease, this fee is non-refundable. Our listings on Airbnb are cheaper to book here directly, as Airbnb also have their own service fees.
3. Are last minute bookings discounted?
Yes, some properties participate in a late booking scheme. Some properties can be discounted at a higher rate, but this must be agreed prior to booking.
4. What is not included?
The rental price excludes holiday insurance which we strongly recommend you take out. Neither Crown Gardens nor the Property Owner accepts any liability for guests' possessions whilst in the holiday home, or refund of the booking cost due to accident or illness.
5. What are the Check in/Check Out times?
Check in time is 3pm on your day of arrival and check out is 10.30am on your day of departure unless a late check-out has been agreed in advance.
6. How do I collect keys?
Please follow the instructions as advised on your confirmation in order to arrange key collection.
7. How do I return keys?
With regard to key return, when you check out please follow the instructions given by your property manager. Please note a charge of £50 will be taken from your booking deposit if these are not left at the property. The property manager checks that all sets of keys are left on departure at each property. Where multiple properties are booked together you must remember to leave the keys at each particular property and not mix up the keys!
Parking information is listed under each property on the website, some properties have on site parking included in the price, others have voucher parking. Other properties regrettably have no parking available but we provide links to parking information nearby to your holiday home. For those properties which have parking vouchers available, these must be booked and paid in advance. Crown Gardens Ltd accepts no responsibility for your parking arrangements.
9. Can I smoke in the properties?
All the properties are no smoking sorry! Where there are outside areas you can smoke here but please use the receptacles provided. Regrettably if the cleaners or the property manager finds that guests have been smoking due to cigarette odours at the property after you check out, a minimum of £150.00 may be taken from your deposit.
10. Are Crown Gardens properties checked for fire safety?
All our properties are regularly checked by East Sussex Fire and Rescue to comply with the latest regulations. They are safe and secure for your stay. We work together with landlords to ensure fire doors, alarms and smoke detectors are in place, together with electrical appliance testing and gas safety checks.
11. What if I find damage upon my arrival to my holiday home?
If on arrival you notice damage to the property, please call the Property Manager or Crown Gardens who will record the details. Any damage must be reported on your day of your arrival.
12. What if there is damage to the Holiday Home during my stay?
Any damage must be reported immediately to either the Property Manager or directly to Crown Gardens. The holiday home renter is responsible for making sure there is no damage to the property. Crown Gardens reserves the right to withhold your security deposit for any damage and/or excessive cleaning. You will be notified within 7 working days of departure should this be the case.
13. Who do I call if there is an emergency?
You will be given your Property Managers number in case of any problems that arise at the property.
Should you make any unnecessary call out to the Property Manager or any other party then a call-out charge of £60 will apply.
14. What happens if you need to change my booking?
In the event that the holiday home you have booked becomes unavailable, due to circumstances beyond our control, then you will be offered alternative accommodation or a full refund. In the event that no suitable accommodation can be found for you then a full refund will be made. Any refund is limited to the rental cost and we are not liable for any cancellation charges incurred for travel arrangements etc.
15. What happens if I cancel? What are the charges?
A non-refundable/non-transferable deposit plus service fee is required to secure a reservation. The balance is payable 56 days prior to arrival and non-refundable after the due date. If you wish to switch your booking to another property, this will be treated as a cancellation and re-booking, the normal cancellation charges will apply.