Guests’ Q&As

Our friendly and knowledgeable team is very happy to answer any queries you might have about staying with us. Some of the most frequently asked questions are answered below:

How do I book with you?

Our easy online booking system is also integrated with HomeAway, Trip Advisor and other portals. Or guests can ring and speak directly to our friendly and knowledgeable staff. They know each property well and will be able to answer any specific questions, as well as take bookings over the phone. Holiday insurance is available with our online booking facility, and this is highly recommended.

Can I reserve a property if I’m not sure of exact dates yet?

We are happy to provisionally hold dates for 24 – 48 hours to allow confirmation of dates/flights etc.

Can I book for a short break?

Yes, all our properties allow short breaks, usually a minimum of three nights but a two-night stay, allowing a later departure on the third day, can also be accommodated.

Do you allow pets?

All of our properties are strictly no pets at present.

Do you provide cots for babies?

Some owners do provide cots or travel cots. Please bring your own bedding for the cot as this is not provided for health and safety reasons.

What parking facilities are there?

Most of our properties provide parking in an allocated space, or permits are provided where applicable. Details are available in each property’s profile.

What if I want to add an extra guest after booking?

As long as the property can accommodate the total number of guests you require that is not a problem. If a put-up guest bed or sofa bed is used then an extra linen charge is levied.

Why do you take a security deposit?

Security bonds are taken to cover any losses/breakages or damage that may occur, or extra cleaning required after your stay. This is returned to you shortly after your stay if everything is left in good order.

How do I get the keys? 

Many properties have a meet and greet system where the housekeeper will meet you at a pre-arranged time. Some properties have a key box which allows a flexible/late or Sunday arrival. When you make the balance payment four weeks before arrival, contact details and arrival instructions are emailed to you with a payment confirmation letter.

Who do I contact if there are any issues?

Contact details are sent to you with your final payment. Details for InYork Holidays/housekeepers and owners (where applicable) are in the property folders.

Do I have to bring bedlinen or towels?

Bed linen and towels are provided for each guest. If a cot has been requested and is available at the property, then guests must bring their own bedding for the cot. This is not provided for health and safety reasons.

Can I extend my stay?

We are happy to extend a guest’s stay as long as the dates are available.

When can I check in and leave?

Arrival time is from 2pm and departure time is 10am. This ensures there is sufficient time to prepare the property for the next guests. If these times differ on a specific property, the times will be detailed on the individual property pages and in your confirmation documents.

If I am not happy with your service, who do I speak to?

Just call the office; one of our senior management team is usually available or will respond promptly.  If we can’t resolve the issue then our Customer Complaints Procedure can be found here.

Still unsure about something? Please contact us

Find your ideal York holiday home here