Common questions

Some of the most frequently asked questions about our short term accommodation

If you have a question about our short term accommodation or the Exclusively Short Lets service, please call us on +44 (0)1323 40 60 90 or email us at and we will be happy to help.

In the meantime, here are answers to some of the common enquiries we receive…

What hours are the Exclusively Short Lets offices open?

We're available seven days a week for general enquiries - from 8am to 8pm Monday-to-Saturday, and from 9am to 6pm Sundays.

The telephone number is +44 (0)1323 40 60 90 and email address is

What time can I check in - and is an early check in possible?

Your welcome letter will clarify the arrival time and check in process for your short term accommodation - usually this is from 4pm and ideally before 6pm. Early check ins are not usually possible as the property will be being prepared for your arrival. However it is worth checking a day or two before - if the property is empty the night before you arrive and is already cleaned, an early check in may be possible.

See our 'arrivals and departures' page for more details.

How do I get the keys?

See our 'arrivals' page for more information on the check in process and key handover.

Keys are generally available from a keysafe at our office or at the property itself. Please call the contact in your welcome letter (attachment to the email sent to you after you pay) a few days before to firm up timings.

What time do I have to leave - and can I have a late checkout?

Please leave the property by 10am on the day of departure. This is to give us sufficient time to clean the accommodation for the next guests.

It is difficult to give a late checkout as this is only possible if the property does not have a same day arrival - which we won't be able to confirm until a day or two before. If you have a late flight and/or wish to guarantee that you can use the property throughout the day, it is best to book that night.

Will someone meet me at departure and what do I do with the keys?

You do not need to wait for us to arrive before you leave your short term accommodation. There will be a guest information folder in the property which will clarify what to do with your keys - follow these instructions and you can leave at a time to suit you, as long as you are out by the agreed checkout time.

What is included in the rent? Bed linen, towels, kitchen supplies, bills?

All of our properties are fully made up with bed linen and towels, and bills are included in the rent.

Kitchens will include basic supplies such as washing up liquid, cleaning solutions, sponges/cloths etc, and some may provide a few dishwasher tablets to get you started (but you may need to top up and there may not be washing detergent).

See our 'what's included' page for more details on what to expect in the property, and the extra services on offer.

Is there parking available?

The type of parking facilities varies by property - some have dedicated parking spaces, others have street parking. Where there are parking restrictions on street, you are able to purchase daily parking permits on arrival (£2 per vehicle per day). Just let us know in advance so we can have them ready for you. For details of the parking facilities for a specific short let property, read the description and/or facilities section, or ask us to clarify.

I have a baby - will there be a cot?

Some of the owners of our short lets do have cots, and we also have a few available at our office, plus a booster seat.

There is no extra charge for baby kit, but it is best to ask in advance to avoid disappointment. Please bear in mind that we do not provide cot bed linen, so you will need to pack this - see our 'what's included' page.

Are children welcome in all of the properties?

Most of our short term accommodation is fully family friendly and welcomes children of all ages. There are also a few properties which have age restrictions - so it is best to check the description of the individual property or ask us if you're unsure.

Are dogs and pets permitted?

Many of our properties do not accept pets - please check the booking conditions. However we do have a lovely selection of properties that consider pets - see our dog friendly properties. We'll want to know more about your furry friend before you book, so please call to discuss.

Can I smoke in the property?

Smoking is not permitted in any Exclusively Short Lets property - if you smoke, please do so outside of the short term accommodation and dispose of any cigarette ash and remains safely. Guests believed to have been smoking in the accommodation may be charged additional cleaning of up to £100 per room affected.

How and when do I pay and are there any extra charges?

You will be asked to pay an immediate non-refundable booking deposit of £200 per week booked (£30 booking fee and a portion of the rent) to secure your short let reservation. The balance, including the returnable security deposit, will then be due no later than six weeks before your arrival.

You can pay by bank transfer, UK cheque or by card (either over the phone or via our secure payments site). Please bear in mind that payments by business credit card or international bank cards incur a 3% surcharge (no extra charge for bank transfer, UK debit cards or GBP cheques).

You may need to pay for parking permits in restricted zones (£2 per vehicle, per day). All bills (electricity, gas, water etc) are included within the rent.

Why do I need to pay a security deposit and when will I get this back?

All Exclusively Short Lets properties require a security deposit to be paid in addition to the rent and booking fee. The amount of the deposit varies from property to property and also depends on the length of your stay. This security deposit is held for the duration of your stay in case of loss, damage or excessive cleaning required (for example if someone has illegally smoked in a property or has left the property in an unreasonably messy state that needs deep cleaning). It is returned to you, minus reasonable deductions, within one to two weeks of your departure.

Who do I contact if I have any questions or problems when in the property?

Your welcome letter will clarify who is your main point of contact once you are in your short term accommodation, and if it is the owner, a telephone number will be provided. For some of our properties, we will remain the main contact throughout your stay - you can contact us on +44 (0)1323 40 60 90. If it is not an emergency, please call within office hours of 8am to 8pm.