FAQ’s

By booking through The Pin Collection you are booking directly with the owners. You are therefore avoiding any hidden fees. You are guaranteed to receive the best price online and if you see it cheaper on a partner website we will match or better it.

When the booking is made via our website we take a 30% deposit. The remaining 70% is due 80 days before your stay. If the booking is made within that period, the whole amount is due upon booking. Please refer to our T&C’s for further information.

Once the booking is made you will be notified via email with your booking details.

Running up to your stay you will receive an email with a link to our house manual and further information on how to access the house and contact details of the house managers.

Your security deposit will be held from the day before your arrival and released 5 days post departure providing the house is left with no damages. Each property has different security deposit amount which can be seen at the bottom of the individual property page.

We use the payment processor ‘Holiday Rent Payments’ which accepts major card providers such as Mastercard & Visa. For more information visit their website HERE

All our our houses are non-smoking

All of our properties have off road car parking. Please refer to the individual property page for our maximum limits. Please abide by these to avoid any issues.

Check-in from 4pm, check-out by 10am. It is important guests stick to these times to ensure our properties are maintained to a high standard.

Only one small, well behaved dog is allowed at The Brewhouse & Maltkiln

The rest of our properties do not allow pets.

On the run up to your stay you will be emailed with the check in details. The house manager will also make contact to ensure you have the correct instructions. On occasions the house managers will greet you to the house.

For stays longer than a week, we can arrange a mid-stay clean at an additional cost.

Before your stay you will receive the contact details of our individual house managers who will also reach out to you. Their details are also in the Touchstay digital house manual. They are best placed to deal with issues as they live locally.

We may consider a request from a client to change the dates of a booking after confirmation has been issued. However, this will only be possible where the request is received in writing more than 8 weeks prior to the start of the booking and will, in any event, be subject to availability.

Any cancellation made by the client for whatever reason must be made in writing and addressed to bookings@thepincollection.co.uk. Where time is available, we will endeavour to re-let the property. However, should this not be possible, the full balance owing will remain payable and we will be unable to refund any deposit paid with the exception of the security hold. Should we be able to re-let the property for part only of the period of your booking we shall refund either part of the amount you paid proportionate to the days which we are able to re-let, or an amount equal to that which we receive for the re-let (whichever is the lesser), less an administration charge of £25.00. It may be necessary to discount the cancelled dates in order to re-let them; any discount given is at the discretion of The Pin Collection.

When clients have a memorable time it makes all the hard work worth while. In the unfortunate instance you have a complaint, please send an email to bookings@thepincollection.co.uk and we will try to respond to you within 24 hours.