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 £5 and £10 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 of the properties are non 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. If you booked using the Flashsale or any other promotions where the total balance was paid at the time of booking, the balance in non-refundable.
16. COVID-19 Policy
Please refer to https://www.gov.uk/guidance/covid-19-advice-for-accommodation-providers and https://www.gov.uk/guidance/opening-certain-businesses-and-venues-in-england-from-4-july-2020 for information regarding stays during the pandemic. As from 23rd June 2020 only 2 households are permitted to stay together at one time in any of our properties.
Government backed measures to delay the spread of coronavirus such as closing of schools, banning public events and encouraging home working are all likely to disrupt businesses further in the coming weeks and months. We as a business are acutely aware of the potential impact the virus might have on our customers and indeed on our own operation. Therefore, we began contingency planning several weeks ago to mitigate the potential risks.
Whilst nobody can predict the full impact of the COVID-19 outbreak, we are confident that the measures we have planned for and introduced over the past few weeks will put Crown Gardens in a strong position to maintain business continuity.
Will my booking still go ahead?
On 23rd March 2020, the government issued the instruction that everyone must stay at home. Therefore, you will not be able to travel to your holiday destination. We are enabling customers to transfer their existing bookings to later in 2020 or to 2021 if the property owner will consent to do so.
I want to cancel because I am worried about the current Covid-19 situation
We are closely monitoring the situation and at present there are no government travel restrictions in place. Therefore our normal terms and conditions apply, meaning that if you choose to cancel, a refund will not be offered. Please remember that balance payments are not due until 56 days prior to your arrival. We recommend you wait and see what the situation is at that point in time rather than cancelling your holiday now as things may change.
Moving to alternative dates due to the Covid-19 situation
Understandably as many weddings and events are postponed you may feel you wish to move your booking to a later date in 2020 or to next year 2021. We will need to refer to individual landlords to ask them directly if they are willing to do so. We will need to deal with each request on a case by case basis and this will only be possible if the owner is happy for your holiday date to be moved and this cannot be guaranteed. We will not make any extra charges for dates moved to the same price band of dates. We will not be able to offer any reductions in price or refunds due to change of dates by yourselves.
What happens if I need to cancel my booking because I catch Coronavirus?
You will need to check your travel insurance as to whether this would be covered. We do not offer refunds and our current terms and conditions apply, however we are happy to help as much as we could in terms of offering a change of dates - please note this is entirely at the discretion of the property owner, we cannot guarantee this will be possible.
Brighton Head Office working practices COVID-19 statement
We supply handwash, paper towels and sanitiser in our offices. Our offices and communal areas are professionally cleaned and sanitised weekly. Every staff member has the ability to work from home so in the event of an office closure, school closures or if self-isolation is necessary everyone's work will be unaffected. Whilst usual office hours may change with staff working from home we can assure you that our usual daily tasks will be completed every day as usual. We have a call answering and transfer service that is active 7 days per week aswell as our online chat and guest support which we have been assured, will remain unaffected.
Housekeeping, Linen and Hygeine
1. Cleaners are instructed to avoid travel using public transportation where possible.
2. Delivery drivers and cleaners disinfect their hands before entering the company premises- and before leaving the premises.
3. Our Cleaners are being asked to disinfect door handles and their own hands before entering the client’s premises.
4. Our Cleaners are being asked: - to wear face masks and gloves which must be worn throughout their time on the client’s premises. - To clean cleaning supplies such as disinfectant bottles, by wiping them down with disinfectant before leaving the premises.
5. All linen and towels will be washed and dried in temperatures of 65°C to ensure disinfection. And they are washed in an antibacterial solution to kill germs
6. Any staff members whose tasks can be carried out remotely will be asked to work from home until further notice.
7. All surfaces and areas are being washed down with antibacterial sprays to kill germs
8. We will routinely monitor guidelines established and advised by the NHS to ensure our processes and procedures are in-line with risk-mitigating measures.
17. Hot Tub Terms and Conditions
1.) Crown Gardens will not be held liable for any damage, accidents, injuries or death caused by misuse of our tubs; this includes falling over on wet surfaces or falling in or out of the hot tub etc. We will not be held responsible for any accident, injury or death caused by misuse of alcohol or drugs whilst using our hot tubs. We highly recommend you DO NOT use a hot tub on your own. We also recommend consulting your GP before hiring our hot tubs if you have any medical condition or are pregnant. Again we will not be held responsible for any accident, injury, loss of wages or death in these circumstances.. Customers should note that all tubs are regularly PAT tested, complete with RCD if required.
Chemicals Your health is of up most importance to us. Our tub is thoroughly cleaned before each new hire period this is done using detergent and bacteria killer.
Hot Tub Do’s and Don’ts
The customer must agree to the following conditions set out by Crown Gardens or the hire will be terminated and we will not be held responsible for non-compliance.
DO NOT allow children of any age to play in or around the hot tub unsupervised – risk of drowning.
DO NOT have any mains electrical appliances near the hot tub, please ensure that any electrical appliances including lights/music systems etc are a minimum of 6 metres away to avoid any risk of electrocution.
DO NOT consume excess alcohol whilst using the hot tub.
PLEASE DO take a shower before using the hot tub, especially if you have tanned before your weekend!!
PLEASE DO wash or wipe your feet before entering the hot tub to prevent dirt/debris getting into the water.
DO NOT make excess noise after 10.30pm. The house is situated in a residential area and if we receive noise complaints your security deposit will be at risk. Please respect the neighbours, thankyou.
DO NOT use the hot tub if you have taken any prescription medication that could make you drowsy or if you have taken any recreational drugs that could impair your judgement.
DO NOT use any glasses/bottles in the hot tub, please only use plastic
DO NOT do not dive into the hot tub
DO NOT add anything to the water including bubble baths/detergents/dyes etc
DO NOT use the hot tub in any way that could damage it. This includes sitting on the cover, standing or sitting on any of the motor housing or standing or sitting on any of the filter covers. Any breakages will be charged to the hirer and failure to compensate Crown Gardens Ltd will result in a claim being made to the Small Claims Court.
PLEASE DO ensure the thermal cover is put on the hot tub when it isn’t being used.
PLEASE DO READ THE FULL INSTRUCTIONS.
Limits of our liability
If the hot tub breaks down or stops working we will determine the problem as soon as possible after you have reported it to us, and then try to repair it as soon as possible. Please note we will not provide any compensation if the issue is out of our control. We will not be responsible for any damage caused to your property or persons.