Booking your stay


  • How - and when - do I pay?

    We ask for 50% prepayment at the time of booking, with the balance payable 21 days prior to arrival. You can pay with all major credit cards online, or via bank transfer.  


  • Do you have a minimum length of stay?

    You can enjoy our homes for upwards of seven nights.  Please talk to us if this doesn’t quite match your plans


  • Do you take a security deposit?

    We take a tiered deposit, 21 days prior to arrival, to cover any damages that might occur. 

    ·         £1,000 - for nightly rates up to £2,500

    ·         £3,000 - for nightly rates above £2,500

    ·         £5,000 - for nightly rates above £5,000

    If it isn’t needed, this will be refunded within (5) days of departure. And will be fully refundable, should you need to cancel. 


  • What’s your cancellation policy?

    No charge for cancellations up to 21 days prior to arrival

    ·         50% of the total nightly rate for cancellations within 15 - 20 days prior to arrival

    ·         100% of the total nightly rate for bookings cancelled within 14 days of arrival 

    ·         Cancellations of stays of 90+ days are handled on a case by case basis  




  • Why can’t I book online?

    Our properties are all truly one of a kind, and we treat them with the same level of respect we offer our guests. To keep things truly bespoke and relaxed, we’ve created an ID verification step within the booking process. This allows our homeowners - for many of whom, our properties are their home - complete piece of mind, and you to know you’re not just a number or just another faceless booking. Domus Stay is creating a community, and we want you to feel like a valued part of it.


  • Child policy

    We welcome children of all ages, but ask that any guest under the age of 18 is accompanied by an adult at all times during their stay. 


  • Do you allow pets?

    Pets need to be approved on a case by case basis. Please get in touch with our team to discuss your requirements. It will always be up to the owner of the property, and we’ll always do our best to find you the perfect solution.


  • Do you have house rules?

    Yes! These may vary from home to home, but generally cover the usuals of no smoking, no parties, and nothing illegal.  


Before you arrive


  • Can you arrange baby cots and extra beds?

    Yes! Your dedicated guest services specialist will be in touch to arrange these - and any other requirements you may have. We work with trusted suppliers for a range of equipment from bottle warmers to strollers. Even the babies must have a wonderful time in our properties. 

    To make sure you’re all comfortable, we work within a suggested maximum capacity for each home. Feel free to call us with your needs and we’ll find the right house to accommodate you all.


  • What’s the ‘inventory’?

    We work with a professional inventory company, who conduct a detailed report of the property prior to your stay. This gives both you and the owner complete piece of mind. We’ll send you the details prior to arrival, and this will form part of your confirmation.   


When you get here


  • What time can I arrive?

    It’s entirely up to you. All we ask is that you let us know how - and when - you’ll be arriving 2 days beforehand. And remember that our guest services team are always on hand to arrange any car transfers or extra delights to be waiting for your arrival.


  • What’s the property address?

    The address will be included with your booking confirmation. And, closer to your arrival, we’ll be in touch to reconfirm all details.


  • When do I get the keys?

    Your dedicated guest services specialist will be there, waiting to welcome you home, whether you arrive at 0700 or 2200. They’ll ask to verify your ID, and will be on hand to get the kettle on and get you settled in. (They’ll wear a face-covering and practise social distancing at all times.)


  • What if I’m delayed?
    Don’t worry. Travel plans are often beyond our control. We’ll be in touch via phone or text on the day, so you can keep us posted about any changes. 

  • Can I park my car at the property?

    Some of our properties have allocated or private parking, but many will have on-street parking.  Please speak with your guest services specialist who can advise.  


During your stay


  • What do I need to bring?

    As much or as little as you like. We provide crisp bedlinens, fluffy towels and delicious toiletries by the organic South Kensington brand, Bamford. We’ll make sure there’s milk (of your choice), butter and jam in the fridge, and tea and coffee in the pot. We can arrange a full, bespoke grocery shop in advance of your arrival, and should you have a preference for particular brands, please just let us know. We’ll get you started with dishwasher and washing machine tablets, and cleaning products will be available.


  • Can I extend?

    If you don’t want to leave, please contact us and we’ll check availability with the homeowner.  If that’s really not possible then we’ll find you a new home nearby that you’ll equally love and we’ll help you move too.


  • What happens if there’s a maintenance issue?

    Please just get in touch and we will act swiftly to rectify. 


  • What if I need to leave for an emergency?
    Things happen. Please talk to us and we’ll work it out.  

  • What should I do if I break something?
    Our service works because we trust each other. Please call us straight away, and we’ll take care of repairs or replacement on your behalf.  

  • How often will the home be cleaned?
    Our professional cleaners conduct a top to bottom clean of the property prior to your arrival, and thereafter, every seven days. We’ll tidy, change the bedlinens and towels, and refresh toiletries.  

  • Can I arrange additional cleaning?

    Of course! Please speak to our guest services team.


  • What are your housekeeping protocols?
    Our team of professionally trained cleaners ensure your home is spotless when you arrive. We have worked hard to ensure that our protocols meet and exceed the guidelines laid out by WHO, CDC and the UK Government.  

    Our team will wear single-use personal protective equipment (PPE) while preparing the home for your stay, including face coverings where personal contact is unavoidable. No team member is allowed to enter the home if they are feeling unwell or have Covid-19 symptoms. During your stay, we will liaise to make sure that, wherever possible, housekeeping services happen when you are out. Should this not be possible, our team are instructed to follow social distancing rules at all time.  
     
    Our housekeeping procedures are clearly defined, and we keep detailed completion records. Every home is double-checked by a senior member of our team prior to guest arrival, with housekeeping performance reviewed on a regular basis. 

    Our hotel-grade linens are professionally laundered at the highest temperature, and our team members wear PPE whilst handling them.

    All properties are thoroughly ventilated before and after each stay. We do not rush. We clean every room and all surfaces, paying particular attention to high-touch areas such as door handles, taps, light switches and appliances. The vacuum cleaner belongs to the owner, so is only used in that home, and is properly cleaned after use. Any cleaning products that are left are also sanitised for your safety.  


  • What about PPE?

    For extra piece of mind, we provide comfortable cloth masks on arrival, and make sure hand sanitiser is readily available for everyone.  


Departure


  • What’s the check-out time?

    Just as when you arrive, there are no rules here - all we ask is that you let us know no later than two days prior to departure, so we don’t disturb you on check-out day. We hold your credit card details securely, so don’t need to bother you for extras.  


  • How do I leave?

    Simply leave your keys as directed, and we do the rest. Of course, your guest services specialist is on hand to help with car transfers… we can even sort a butler to do your packing! 


  • What if I’ve forgotten something?
    Please just call us. (And we’ll call you if we spot anything left behind.)

  • When will my deposit be refunded?

    Assuming it isn’t required, your damage deposit will be returned within (5) days of your departure. 


Homeowner information


  • How will you market my home?
    Houses are our passion and our profession. We know how to reveal their beauty with every tool at our disposal; incredible photography, marketing gurus, elegant wordsmiths and a powerful black book of stellar contacts from the worlds of business, art and entertainment.

  • How will my house be priced?
    In the first instance, we’ll give you a full market appraisal. Then we provide a bespoke pricing plan for your property to make sure you get a sense of the financial ebb and flow of the year from peak times to leaner months.

  • What's included in the Domus Stay fee?

    Beyond the unparalleled guest services and professional marketing collateral (including professional photography and floorplans), your fee will include:

    · A rigorous guest verification process

    · Meticulous weekly cleaning and housekeeping service

    · Contents & Buildings insurance (in line with the Domus Stay T&Cs) to cover inadvertent damage - in addition to your own insurance.

    · Surprising delights for your guests including thoughtfully curated toiletries, a beautiful welcome hamper, luxurious bed linen, towels, slippers and bathrobes.


  • How do I prepare my home?
    This is a really important part of the conversation. We hold ourselves and our properties to the highest standards in every regard, and will guide you through the process to make sure you’re fully up to spec for our guests. There are the basics; such as everything working well and looking great, and then there’s that certain magic something that really makes a house feel like a home from home. We’ll help you every step of the way.

  • Do I need to empty the house of my own things?
    Most people tend to allocate a personal space within their home that’s out of bounds to guests. Any jewellery/valuables/incendiary secrets must be kept securely locked away, and we can help with any packing needs. You do need to make sure the guest has adequate storage space, but if this feels impractical then just talk to us and we’ll find a solution.

  • What happens when you receive a booking?

    We send you a confirmation letter as soon as a guest makes a booking. We then take care of all guest considerations and will be happy to assist you in arranging any packing or storage services.

    The guest always books directly through us. We handle all of their immediate questions and, at this point, take a deposit. Before they arrive, we arrange a complete inventory which acts as peace of mind for both the guest and the owner.


  • How do you screen guests?
    Many of our guests are repeat visitors and so, over time, we build up a detailed profile of their status and preferences. And, for new guests, we have a robust verification system. We also meet them on arrival and then, during the stay, do our best to build a relationship and learn more about their stay habits for future bookings.

  • What happens when the guest arrives?
    We’re in contact with the guest throughout arrival day to make sure everything’s going to plan. We then meet them at the property, complete the formal checks and walk them through any special notes about the home. We’re then on-hand throughout their stay to make sure they have a great time, and will take care of any requests from filling the fridge to finding their feet.

  • What happens at the end of the stay?
    After departure, we carry out our thorough End of Stay and inventory process to check everything is present and correct. Our professional housekeeping team follow clearly defined procedures to ensure everything is spotless and ready for the next guest, or for your return. The dustbins will be emptied, and all unused food/toiletries will be removed and recycled wherever possible.

  • What if I need to cancel?
    We hope that cancellation is always an absolutely last resort, but, if its unavoidable, please let our team know as quickly as possible. We’ll find a solution that works for everyone, but the more time we have for this, the more chance we’ll have of avoiding penalty fees.

  • How do you manage the diary?
    We’ll help you identify the dates on which you want your property to be available – as well as those you’d prefer not to offer. As long as there are no bookings already in place, you’re free to change your dates as often as necessary.

  • What if anything in my house gets accidentally damaged?

    Domus Stay has an insurance policy which covers your home and interiors. In addition, we take a deposit from each guest to ensure any accidental damage is fixed swiftly and with minimum hassle. We will, of course, keep you informed. We conduct a professional inventory check between each stay, so you’ll have complete piece of mind. We’ll also help you store your treasured items as we recognise certain items are irreplaceable.


  • What about the pool, gardens and windows?
    For specialist tasks, you may prefer to use your own suppliers - although we can provide a full property management service if that’s easier. All specific maintenance issues must be discussed and agreed before any bookings to make sure everything remains in perfect condition at all times.

  • What happens if there’s a maintenance issue?
    Providing our guests with a wonderful stay is our top priority, and it’s crucial to keep every aspect of your property up to the highest levels of expectation. Our dedicated property team will be on hand throughout every stay to handle any issues swiftly and professionally, but it remains your responsibility to make sure your home is properly maintained. Please talk to us about how we can help with regular deep cleaning, window cleaning, gardening and more.

  • What other regulations do I need to comply with?

    The two key elements are that you have the right to let your property under the terms of your mortgage, or relevant permissions from the freeholder or leaseholder, and that you’re covered for any personal liability relating to damage, loss or other unexpected surprises that may occur during guest stays.

    Beyond this, we’ll help make sure your home is fully prepared and elegantly welcoming for your guests, and will be on hand to guide you through all relevant housing and safety regulations. A more exhaustive list of the requirements and standards that must be met are fully listed in our ‘owner’s guide to legal obligations’.