Frequently Asked Questions

Here we answer some of your most asked questions if their is anything we have missed feel free to contact us

Booking Questions

How do I book?

Pass The Property direct has been created to be simple and easy to use. Follow our simple process of selecting your property and dates, put your card details in and await your confirmation.

Are they any guest booking fees with Pass The Property Direct?

Pass The Property direct is a free to use and book platform for all of our guests. The price you see on the site is the price you will pay. There is no service or hidden fees.

How do we contact customer services?

Our number is: 03333010787

Our email is: bookings@passtheproperty.co.uk

What time are your customer service team open?

Our friendly customer service team is available 09:00am until 8:00pm 7 days a week.

When will I know my booking in confirmed?

As soon as payment is successful within 1 hour you will receive a confirmation message.

When will I receive check in instructions?

Check in instruction will be sent 24 hours before check in.

How can I amend my booking?

For any booking amendments please contact the customer service team with the following information:

Full Name on the Booking

Booked Dates

Address of the Property booked

Email address for the booking

Amendment information – Date change, extension, modification etc

 

All amendments are subject to availability and cancellation policies of the properties.

Do you accept smoking in your properties?

All of our properties are strictly NO SMOKING, however, the properties with outdoor areas, you can smoke. However, please pick up your cigarette buts. If you are found smoking the property there is a minimum of a £100 charge.

Do you accept pets in your properties?

Please refer to the policy of each individual property, if there isn’t any information please contact the customer service team and they will happily check for you.

What happens if I encounter a problem during the reservation or the listing is not as it seems?

In any rare event this does happen, please contact the customer services team as soon as possible and they aim to resolve the issue.

When will I be eligible for a refund?

Pass The Property Direct takes all issues seriously. If you are not happy during your stay for the following, you may be eligible for a partial or full refund, subject to a review:

 

This includes:
Host unable to accommodate due to damaged property

Unclean property

Dangerous property, such as exposed electrical wires

Inaccurate property such as faulty boiler

How long does a refund take to be paid back into my account?

A refund will take up to 7 business days to appear in your account

How do we ensure that the property pictured is the property booked?

Pass The Property direct vet each individual property before it is uploaded onto their platform. Rest assured the property booked will be the same as in the pictures

What if I need to cancel due to an extenuating circumstance?

Here at PTP direct we want a fair and simple to use platform. The guests will be entitled to a FULL refund for if they fall into one of the following extenuating circumstances categories:

 

  • Serious medical condition diagnosis – If you are diagnosed we would need a written letter from your doctor or specialist
  • Death of a close family or friend – a death certificate will need to be provided
  • Travel disruptions – For example train strikes, cancellations, flight delays – proof of the delay or cancellation will need to be submitted
  • Government obligations – If you are called for Jury duty, military deployment, or official duties an official headed letter will need to be provided to cancel the stay.

What type of properties do we list?

Pass The Property direct specialise in serviced apartments. However, we also have large luxury serviced houses and serviced rooms.

What do your properties include?

On Pass The Property directs all of our properties include all bills, fast Wi-Fi, basic toiletries, bed linen and towels. For anymore amenities please look at the specific property amenity list.

Do I have to pay a damage deposit?

If the property has a damage deposit you will need to pay a damage deposit when booking the property.

Hosting Questions

Who can host on this site?

Currently only Pass The Property managed clients can host on this site, we aim to open this up to the wider public in the future. Whether it’s a quirky studio loft or tepee in a nature reserve PTP direct allows all hosts to load their properties onto our website with a few easy clicks.

How do I upload a property?

Just sign up as a host and follow our easy step by step wizard.

How do I contact PTP direct?

Please contact us by the following

Email: bookings@passtheproperty.co.uk

Phone: 0333-301-0787

How do I contact the host?

As soon as you book the property you will be able to message or contact the host. PTP direct also give you the host details after the booking is confirmed.

What is the guest cancellation policy?

The cancellation policy for the guests, is what your terms and conditions on your property say. If the guests cancel they will automatically fall back onto your property policy.

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