Question 1

How do I book a holiday rental?

Accepted Answer

Search by destination, dates, and guests. Select a property, choose your dates, and click 'Book Now'. Payment is taken immediately by card. You receive instant confirmation by email.

Question 2

What payment methods do you accept?

Accepted Answer

Visa, Mastercard, and American Express (credit and debit). All payments are processed through Stripe, a PCI-compliant payment provider.

Question 3

When will I be charged?

Accepted Answer

The full booking amount is charged at the time of booking. Funds are held by Stripe and released to the host the day after guest check-in.

Question 4

Can I pay in instalments?

Accepted Answer

No. Full payment is required at booking. Instalment payments are not currently available.

Question 5

Why is my booking showing as 'pending' instead of 'confirmed'?

Accepted Answer

Some hosts use request-to-book, meaning your reservation must be approved before payment is captured. The host has 24 hours to accept or decline. You'll receive an email as soon as a decision is made.

Question 6

Will I be charged a service or booking fee?

Accepted Answer

No. HolsUK does not add booking fees, service fees, or hidden charges to the guest price. The total you see at checkout is the total you pay.

Question 7

Is VAT included in the price shown?

Accepted Answer

Yes. All UK prices on HolsUK are shown inclusive of any applicable VAT. Your booking confirmation breaks down the totals.

Question 8

What is the cancellation policy?

Accepted Answer

Each host sets their own cancellation policy. The three options are: flexible (full refund up to 24 hours before check-in), moderate (full refund up to 5 days before), and strict (no refund). The policy is displayed on every listing before checkout.

Question 9

How do I cancel a booking?

Accepted Answer

Open your Guest Dashboard, find the booking, and click 'Cancel Booking'. The refund amount depends on the host's cancellation policy.

Question 10

How long do refunds take?

Accepted Answer

5–10 business days from the date of cancellation. The exact timing depends on your bank or card provider.

Question 11

What happens if the host cancels my booking?

Accepted Answer

You receive a full refund automatically, including any add-ons. We'll also help you find an alternative property in the same area where possible.

Question 12

Can I change my dates instead of cancelling?

Accepted Answer

Date changes depend on the host's availability and policy. Message the host directly through your Guest Dashboard to request a change before cancelling.

Question 13

What is a security deposit?

Accepted Answer

A refundable amount some hosts require to cover potential damage during your stay. The deposit is held — not charged — and is shown clearly at checkout before you book.

Question 14

When is my security deposit returned?

Accepted Answer

Deposits are released within 7 days of check-out, provided no damage is reported. You'll see the status (Held, Awaiting, or Returned) in your Guest Dashboard.

Question 15

What if the host claims against my deposit?

Accepted Answer

The host must provide photo evidence and an itemised cost. You'll be notified and have 72 hours to respond before any deduction is processed. HolsUK support can mediate if you disagree.

Question 16

What time can I check in and check out?

Accepted Answer

Check-in and check-out times are set by each host and shown on the listing page and in your booking confirmation. Contact the host directly to request early or late times.

Question 17

What should I do if there's an issue during my stay?

Accepted Answer

Contact the host first using the details in your booking confirmation. If unresolved, contact HolsUK support via the Contact Us page.

Question 18

Are pets allowed?

Accepted Answer

Pet policies are set per property. Check the listing's amenities section for a 'pet-friendly' tag. If not listed, contact the host before booking.

Question 19

How do I get the property address and check-in instructions?

Accepted Answer

Full address, key-collection details, and Wi-Fi codes are sent automatically 48 hours before check-in, once your booking is confirmed and paid.

Question 20

Can I bring more guests than I originally booked for?

Accepted Answer

No. The guest count agreed at booking is fixed for insurance and capacity reasons. If your group size changes, message the host to update the reservation before arrival.

Question 21

What's included in the property?

Accepted Answer

Each listing shows a full amenities list — bedding, kitchen equipment, heating, parking, Wi-Fi and any extras. If something specific matters to you, ask the host before booking.

Question 22

How do I contact my host?

Accepted Answer

Use the in-app messaging in your Guest Dashboard. Hosts typically reply within a few hours. Some hosts also use AI-assisted replies for faster responses outside working hours.

Question 23

When do I get the host's phone number?

Accepted Answer

For your privacy and the host's, phone numbers are only shared once a booking is confirmed and paid. Before that, all communication runs through the secure HolsUK message thread.

Question 24

Why isn't the host replying?

Accepted Answer

Most hosts reply within a few hours during the day. If you haven't heard back in 24 hours, contact HolsUK support and we'll follow up directly.

Question 25

How do I list my property on HolsUK?

Accepted Answer

Create an account, click 'List a Property', add your property details and photos, set pricing, and connect a Stripe account for payouts. The listing goes live immediately.

Question 26

How much does it cost to list a property?

Accepted Answer

Every new host gets a 3-month free trial with no subscription charges — no credit card required. After the trial, choose a plan: a flat monthly subscription from £15/month. HolsUK never takes a booking fee — you keep 100% of every booking, versus the 15–20% typical of major OTAs. See holsuk.co.uk/pricing for full details.

Question 27

How and when do I get paid?

Accepted Answer

Funds are released to your connected Stripe account the day after the guest checks in. Payouts typically arrive within 2–7 business days depending on your bank. Track all earnings in the Host Dashboard.

Question 28

Can I block dates on my calendar?

Accepted Answer

Yes. Use the Host Calendar to block individual dates, set price overrides, and sync availability with external platforms (Airbnb, Booking.com) via iCal import/export.

Question 29

Can I manage multiple properties from one account?

Accepted Answer

Yes. Add as many listings as you like under a single Host Dashboard. Each property has its own calendar, pricing, photos, amenities and add-ons.

Question 30

Do I need to write my own listing description?

Accepted Answer

Not from scratch. The built-in Listing Assistant uses AI to help draft descriptions, summaries and SEO copy based on your property details — you stay in control of the final wording.

Question 31

Can I invite cleaners or a property manager to help me?

Accepted Answer

Yes. Invite cleaners by email from your Housekeeping section and assign turnaround tasks per booking. Cleaners get their own restricted dashboard — they only see what they need to do their job.

Question 32

What types of property can I list?

Accepted Answer

Whole houses and cottages, apartments, B&Bs, hotels, glamping pods, campsites and holiday parks. Each category has tailored fields for rooms, pitches or units so guests see accurate availability.

Question 33

How do I create an account?

Accepted Answer

Click 'Sign In', then 'Sign Up'. Enter your email and password. A verification email is sent — click the link to activate your account. You'll also verify your phone number by SMS code.

Question 34

I forgot my password. How do I reset it?

Accepted Answer

On the sign-in page, click 'Forgot Password'. Enter your email to receive a password reset link. The link expires after 24 hours.

Question 35

Is my personal information secure?

Accepted Answer

Yes. HolsUK uses TLS encryption for all connections and Stripe (PCI Level 1 compliant) for payment processing. Personal data is handled under UK GDPR. See the Privacy Policy for full details.

Question 36

How do I delete my account?

Accepted Answer

Go to Profile → Settings → Delete Account. Active bookings must be completed or cancelled first. Account deletion is permanent and removes your personal data in line with UK GDPR.

Question 37

Do you operate outside the UK?

Accepted Answer

No. HolsUK is UK-only — every property listed is in England, Scotland, Wales or Northern Ireland. This lets us specialise in UK rules, payouts and guest expectations.

Help Centre

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Security Deposits

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