Frequently asked questions
Prior to booking
Q: Can I speak to the owner/manager directly?
A: As we act as a marketplace, we work directly with property management agencies. You will be provided with the property managers details once you have completed a provisional booking, and when a booking has been completed.
If you have any questions regarding a property prior to booking then just get in touch with our Customer Support team. We will see if we can provide you with any further information, or we will start the booking process for you and will provide you with the property management details - if necessary.
Q: What is your cancellation policy?
A: As we act as a marketplace advertising properties on behalf of property managers, this means the policy will change for each property manager. The cancellation cost can vary depending on the time of the cancellation. If you wish to check prior to booking then just get in touch. If you have an existing paid booking, or a provisional booking, you will have the property manager’s contact details - in which you can contact them directly to check.
Q: What is a pet friendly property?
A: property marked as “Pet Friendly“ indicates that dog’s are accepted at this property. If you wish to take a pet that isn’t a dog then this will be looked into based on the request. You will see a paw print on the property listing which shows a number - this informs you of how many dogs are accepted at this property. If a property doesn’t display a paw print, this would indicate that pets aren’t accepted at this property.
For properties that allow pets: Please ensure that your pet doesn’t go upstairs, or sit on any furniture. Pet’s should not be left alone in the property, or in the garden. Being pet friendly doesn’t guarantee that the property has an enclosed garden - so please check this prior to booking.
Note: If a property isn’t pet friendly then this is non-negotiable and the owner has strictly requested that no pets stay at this property to keep it allergy-free.
Q: Can I take an extra pet than what is allowed at the property?
A: In order to check you would need to contact the property managers - this can be done when a provisional booking or an existing booking is in place. Please note: If a property listing states one dog but you wish to take three or more then your request would be rejected. Most owners may stretch to one extra pet than what is stated on the listing, however this will need to be checked when a provisional booking is in place. Please contact us directly if you wish to enquire about an extra pet.
Q: Are guide dogs allowed in the property?
A: Yes, guide dogs are allowed in most properties advertised, even if the description states no pets allowed.
Q: Do all properties have WiFi?
A: No, not all properties will have WiFi. If a property has WiFi then this will be shown on the features and description on that particular property listing. Please note: WiFi speed can vary based on the area.
Q: What is an enclosed garden?
A: An enclosed garden is a garden that offers some form of security/privacy. This can be anything from a fence, wall, or hedge. This does not guarantee that it is safe enough for dogs or children. It would be best to check the property images, and double check with us if you are concerned.
Q: Are towels and linen provided?
A: Most property owners will provide linen and towels at no extra cost. This is usually noted on the property description, although if this isn’t stated then just get in contact with us to check.
Q: Can I take an extra guest or extra infant?
A: Most owners will provide these either for free or at an extra cost. This is generally noted on the property description, although if this isn’t shown then just get in touch with us and we will check for you. This should be arranged with the property manager after you have placed a booking but prior to your arrival.
Q: Will a highchair or cot be provided?
A: The maximum party size will be noted on the property listing. You must not allow any extra guests to stay at the property as this will over occupy the property, voiding the owners insurance policy. You may be able to take an additional infant (under two years old) if the property has a cot available.
Q: What is a security deposit?
A: Some property managers may request a security deposit as this will cover any accidental damages that may occur during your stay. This will be fully refunded after your break - if there are no damages seen at the time of your checkout.
Q: What is your best price guarantee?
A: Our cottages are professionally managed by our partners and payments are taken by them, but rest assured, by booking via iknow you'll pay the lowest possible price for your trip. We never charge you more than you would pay to book directly on the partner's site and if you become an iknow member you can save even more. If you find a property priced lower anywhere else on the internet (we’d be amazed if you do), simply email us at email@example.com and we'll refund you the difference.
Q: Can I reserve a property?
A: All properties will be advertised across other booking websites, so we unfortunately don’t have the ability to place a property on hold.
Q: What is an owner-managed property?
A: This means that they prefer to arrange bookings directly with their clients rather than through a booking agency. You will need to contact the owner directly for prices, availability and final quotes. You can find their contact details on our website below the photographs, or you can make an enquiry through the site once you have put your dates in!
I have an existing booking
Q: When will I receive the property address and check-in details?
A: Once a booking has been placed you will receive an automatic email from us to confirm your booking. You should then receive another email from the property manager confirming your booking and payment. Nearer to your booking dates you will then receive an email from the property managers containing the property address and check-in details. If this hasn’t been received then please double check your spam/junk folder. If you are still unable to find this information then please call the property manager for your booking. You would have been provided with their contact details once you have placed a booking.
Q: What are the check-in and check-out times?
A: Check-in would usually be between 3pm to 4pm and check-out is usually 10am.
Please note: Your final confirmation from the property manager will confirm your specific check-in and check-out. Please contact them directly if you wish to amend this.
Q: I have lost my confirmation email with the check-in details?
A: Please contact the property manager as they will be able to resend this to you. You will find their contact details on your previous email from us.
Q: Can I cancel my booking?
A: As we act as a marketplace advertising properties on behalf of property managers, this means the policy will change for each property manager. The cancellation cost can vary depending on the time of the cancellation. Please contact the property manager if you wish to cancel your booking - you can find their details on your booking confirmation emails from us.
Q: I need to amend my dates or the party size?
A: When changing your dates there may be a charge - you can check this directly with the property manager. If you need to amend the party size you can contact the property manager directly and they will adjust this for you. You can find the property manager’s details on your holiday confirmation emails.
Q: How do I give feedback about your website?
A: After your booking has been made you will receive a Trustpilot review request from us via email. You can follow this and submit a review based on the experience you had with us or our website.
After your holiday
Q: How do I review the property?
A: You can either contact the property manager directly, in which they will submit the review of the property online. This allows others to view the feedback based on that particular property. Alternatively, you can contact us directly and we will submit this on the property listing. Our email is: firstname.lastname@example.org
Q: How do I give feedback about your website?
A: After your booking has been placed you will receive a Trustpilot review request from us via email. You can follow this and submit a review based on the experience you had with us or our website.
Q: How do I make a complaint?
A: Please send your booking details and make a complaint to email@example.com and we will assist you further.