Frequently Asked Questions

If your question isn't answered below, please contact our Xplore team for assistance.


What are the check-in and check-out times?

In the US, check-in and check-out times vary by Destination, but will be stated on your Arrival Email.

Can I have an early check-in or late check-out?

In the US, yes, subject to availability. Advance notice is required, so please either add it to your basket or mention your arrival or check-out times with our Xplore team when booking.

How often will you clean the property?

In the US, lodges and inn rooms are cleaned on a daily basis, and handpicked homes are cleaned upon check-out. In some locations, mid-stay cleans can be added to your reservation for an additional amount.

I can't locate my desired property online – what do I do?

We'd be more than happy to help you find something to exactly suit your needs. Please call our helpful Concierge Team using the phone number in the top-right of the website, or chat to them using our Live Chat function.

Is breakfast included?

No, breakfast is not included at our Handpicked destinations. Breakfast is included at South Fork Lodge.

I’ve read about the Retreat Manager – what do they do? And when are they available?

Our Retreat Managers are available on-site between the hours of 9 AM and 6 PM. Outside of these times, your Retreat Manager's phone number can be found on your guest information and welcome card for emergencies. Our Retreat Managers are an extension of your personal concierge service and are there to make your stay as enjoyable as possible.

What do I do with my key at the end of my stay?

In the US, feel free to leave your key in the lock box or home.

What's in my welcome package, if available?

Welcome baskets are not available in the US. Contents of welcome packages differ depending on location and number of guests, but typically include a selection of local, non-perishable snacks.

Are breakages in the property covered?

In the US, breakages are not covered. Guests are responsible for any damages to their accommodation during their stay.

Can I bring more people than the home states it can sleep?

No. This has implications on both insurance and fire regulations.

Can I keep my welcome basket?

Sorry, the welcome baskets are to remain in the property for the next guest to enjoy.

Can we smoke on the balcony / patio / deck area?

Smoking is allowed in outside areas only, but please use ash trays provided. Note - all Natural Retreats properties are non-smoking properties.

I will be arriving really late - do I need to let you know?

At most locations accommodation can be accessed at your designated check-in time key boxes - instructions on how to retrieve your keys will be included in your Arrival Email - but please note your Retreat Manager will not be on-site from 6 PM. If you need any emergency assistance please call your Retreat Manager on the telephone number given in your arrival information. Call our Xplore Team in advance to notify any changes to your itinerary.

We are a really large family – can you cater for me?

Natural Retreats has properties to suit families of all sizes. Our US portfolio of Handpicked Homes can sleep many more, up to 20+ guests. The Concierge Team can help you find the right Retreat for you and your family.

What is the minimum age to check into a room?

You must be over 21 years old to be the lead guest on a booking for all retreats.

What’s the exact address of the home? When will I get this?

Natural Retreats locations can be found on our website, and you will also be sent this address in your pre-arrival information, which is sent via email.


Is there a BBQ?

The majority of our properties have propane grills.

What TV Channels will there be? Will I have a DVD player?

Cable and DVD players are included in the majority of our retreats.

Are you family-friendly? What childcare equipment do you have available for me to use?

Yes! Natural Retreats welcomes families and children of all ages across the US portfolios. Cots, highchairs, stair gates, plastic cutlery, plates, and cups are provided free of charge. Please note that cots, highchairs, and stair gates need to be requested before your stay - the Concierge Team can arrange this for you. Stair gates are not available at our US locations.

What essentials will my holiday home include?

In the US, we stock accommodations with all toiletries, linens, and a well-appointed kitchen if applicable. Feel free to ask the Xplore team about your needs or special requests.

Do the properties have laundry facilities?

Most homes in our Handpicked Collection have a washer and dryer. Please ask our Xplore Team for more details.

Is the internet high speed?

We endeavour to ensure the Wi-Fi is as efficient as possible, however due to the rural locations of our Retreats, we cannot guarantee speed of internet.


Do I need travel insurance?

Yes, even for domestic travel. It is your responsibility to ensure that you and all members of your party have comprehensive travel insurance coverage and that it is adequate for your needs. Your policy of insurance should provide cover for personal injury, death, medical and repatriation costs in the countries which you intend to visit, together with cover for loss of baggage and valuables, personal liability, delay, cancellation, curtailment, missed departure and legal expenses. If you suffer from a disability or medical condition you should disclose this to insurers. For those who participate in sports and activities whilst on holiday that have been organised and arranged independently of us, it should be understood that participation is at the individual’s own risk and it is your responsibility to obtain the relevant insurance. Note that special insurance may be required if you intend to undertake any other dangerous or sports activities. Please keep your insurance details with you whilst on holiday.

Do the rates include all taxes and credit card fees?

Rates include taxes only.

How do I amend my booking?

Guests can amend bookings if their stay is more than eight weeks away for a small admin fee of $100 for US locations. No amends will be possible within the eight week time frame. For US destinations, please call the Xplore Team to amend your booking.

How secure is the online booking process?

The Natural Retreats reservation system is secure and your credit card and personal information are encrypted. We work to high standards to guarantee your privacy. For further details, please check our privacy policy.

Will I get an automatic payment reminder? Do I need to call? Is my payment automatically deducted?

You will receive an email payment reminder 30 days before your stay. You can pay over the phone with our Concierge Team,.


Can we order something for a special occasion?

We'd be more than happy to help you find something to exactly suit your needs. Please call our helpful Concierge Team using the phone number in the top-right of the website, or chat to them using our Live Chat function.


Can I take my pets on my trip? What pets can I take?

In the US, we currently offer dog-friendly accommodations for an additional fee, and our Xplore team will do their best to make sure Spot is as comfortable as can be. As much as we love cats, only dogs are allowed at our retreats.