1. What are the Check in/Check Out times?
Nearly all properties have a Check In time of 3pm and a Check Out time of 10am unless otherwise stated.

2. How do I collect keys?
You will be sent your key collection information when you have made full payment. Some properties have a property manager that will meet you at your holiday home to let you in. Where there is a property that does not have a property manager you will be asked to go to Bona Foodie @ 21 St James Street. When you make full payment all key collection/arrival instructions will be emailed to you. You can also access this information form the Renter Login section of our site.

3. Where do I return keys?
If you collected keys from Bona Foodie on arrival then please return our office copy back before you leave your holiday home. For properties with a Property Manager please leave keys in the property when you leave.

4. What happens if upon my arrival I find there are not enough keys at the property (as stated on my arrival information)?
You must notify your Property Manager in the first instance, call City Pad immediately.

5. What happens if I want a late arrival?
You’ll need to let us or your property manager know 1 day in advance of your stay of your arrival if you wish to arrive late at your holiday home. For stay that commence over a weekend you must call on the Friday to let us know your arrival time. All late arrivals will incur at £10 meet and greet fee payable to the person who meets you with the keys.

6. Are towels and linen included?
Towels and linen are provided.

7. What if there is damage to the Holiday Home during my stay?
All damage must be reported immediately to the Property Manager or directly to City Pad. The holiday home renter will be responsible for making sure there are no damages to the property. Most properties hold a £300 deposit (£500 for large groups of all men/women/hen or stag parties) against damage and excessive cleaning. City Pad reserves the right to charge your Credit card any excess of this figure for damages sustained.

8. What if I find damage upon my arrival to my holiday home?
If upon arrival you notice damage to the property, please call City Pad or your property manager who will record the information. Damage must be reported the day of your arrival.

9. When does my deposit get returned?
Your deposit will be returned automatically 7 days after you leave the property, minus any deductions made for damages. It will get paid back to the card you made the payment from. If you paid by cheque, then we shall send your cheque to your home address.

10. Who do I call if there is an emergency?
You will be given your property managers number in case of any problem that arises at the property.

Should you make any unnecessary callout to the property manager or any other party then a call-out charge of £25 will apply.

11. If I pay by credit card, do I get charged?
Yes, there is a 2% booking fee that is added to your credit card by Rental Systems should you wish to pay this way. There are no charges if you choose to pay by debit card.

12. What happens if you change a booking?
In the event that the holiday home you have booked becomes unavailable, due to circumstances beyond our control, then you shall 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 returned. Any refund is restricted to villa hire cost and we are not liable for any cancellation charges for travel arrangements etc.