Our Role

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.