Our Members Commitments to Quality
All of our members commit to this code as part of ensuring standards.
Carefully Selected Portfolio of Cottages
- Cottages are selected carefully to fit the portfolio of the agency.
- Cottages meet higher than necessary standards of quality.
- Help and guidance available so quality improves year on year.
Availability & Booking You Can Trust
- Availability and prices always live and up-to-date
- Accept full online booking (not just email forms) allowing visitors to reserve holidays 24hours a day, 7 days a week.
- Holiday bookings normally confirmed within 3 working days
Secure and Safe Payments
- Online payments taken via secure payment service.
- All major debit and credit cards accepted.
Excellent Owner / Agency Relationship
- Agency always approachable and working closely with owners.
- Direct number for owners to speak with a senior person in the agency who knows them and knows their property.
- 24hour emergency telephone or pager line for owners.
Excellent Customer / Agency Relationship
- Informative telephone help team with detailed knowledge of the properties.
- Those manning the telephones must have knowledge of at least some of the cottages through having visited them in person.
- Bookings can be taken over the telephone as well as online.
- Telephone team kept updated with changes to the holiday cottages.
- Clear and easy to use website.
Impartial Complaint and Damage Resolution
- The agency must be impartial between holiday guest and cottage owner.
- Complaints resolved quickly and fairly.
- Agency must collect evidence and establish level of compensation between owner and holiday guest.
- Compensation and charges against security bonds must be calculated openly and be itemised.
- Security bonds re-payed within 14 working days of the end of a holiday.