Frequently Asked Questions | Natural Retreats

Frequently Asked Questions

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

General

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

In the UK, check-in is 4 PM and check-out is 10 AM or 11 AM depending on the location. 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 UK, yes, subject to availability and at a cost of £30 for UK locations and €30 for remaining European locations. 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 UK, properties are cleaned thoroughly before use and additional cleaning can be arranged during your stay – however, this is chargeable. The exception to this is Playa Blanca, which has a daily clean. 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. Guests at our John O'Groats Retreat can enjoy breakfast at the Storehouse, which is payable on-site. Breakfast is included at South Fork Lodge and Teton Springs 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?

There are key boxes provided at your residence entrance door. Please place the keys in this secure box. Please note - this does not apply to Rock & North Cornwall and Castlemartyr in Ireland. 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 at all locations in the UK and 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. Please note, any guests staying in a one bedroom unit within the Inn at John O'Groats will receive a small welcome selection of coffee, tea, milk, biscuits and sugar, as there are no kitchen facilities within this accommodation type.

Are breakages in the property covered?

In the UK, accidental breakages are covered, but please let your Retreat Manager or the Concierge Team know so the item can be replaced before the next guest arrives. Serious damage that is not reported to the Retreat Manager or Concierge Team may be result in future action. 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. Some of our UK properties can sleep up to 12, while 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, except in Rock & North Cornwall, where the minimum age is 25 years old.

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.

Amenities

Is there a BBQ?

The majority of our properties have propane grills. Barbecues can be hired at all UK locations, excluding Fistral Beach, for a small fee.

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 European and 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 UK, linen, towels, hand soap, shower gel, shampoo, a fully equipped kitchen which includes all white goods including dishwasher, tea towels, oven gloves, starter pack of dishwasher tablets and clothes tablets, bin bags, washing up liquid, toilet rolls, salt & pepper, coffee maker, guest information and a welcome hamper with local produce. 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. Studio apartments, one bedroom accommodation within the Inn at John O'Groats, and inn and lodge rooms may not have a washer or dryer, so 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.

Booking

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.

What is your cancellation policy?

For our UK destinations: Should a cancellation occur more than 8 weeks before arrival date, any payment received will be refunded less the deposit of 25% of the total cost of the booking. Should a cancellation occur more than 6 weeks but less than 8 weeks before arrival date, any payment received will be refunded less 50% of the total cost of the booking. Should a cancellation occur more than 4 weeks but less than 6 weeks before arrival date, any payment received will be refunded less 75% of the total cost of the booking. Should a cancellation occur less than 4 weeks before arrival date there shall be no refund. Please click here to see our Cancellation Terms and Conditions for our US portfolio as they vary by destination.

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 £25 for UK locations, €30 for Irish and Canary Island locations, and $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,.

Extras

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.

Pets

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

Pets are welcome at all UK locations and at Castlemartyr in County Cork, Ireland. There is a £50 cleaning cost in the UK and €60 in Ireland. We accept cats and dogs. 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.