Frequently Asked Questions
Why Book with Elysian Estates?
We have all heard the horror stories of booking through online portals only to find the property does not exist, or that the photos show a beautiful property only to find the reality is far from expectations. We have personally visited and inspected every single property in our portfolio and are extremely selective about which properties we recommend to our clients, so you can rest assured that each property meets our strict standards and is an accurate representation of the details and photographs you see on our website.
Unlike many other agencies whom simply advertise the property with no real connection to the property or owners, we have contracts and close working relationships with all of properties to give you added security and peace of mind.
We value honesty and integrity above all else and will ensure you are aware of anything you may need to know before you book, be it a creaky floor board or a limited mobile phone signal. Our property visits give us an in-depth understanding and first-hand knowledge of each property, enabling us to ensure you know exactly what to expect.
Our clients expect the very best, whether they are looking for a weekend bolthole or a beautiful venue for a large scale event, and expect service to match. We are proud to provide a service that exceeds expectations and certainly the industry norm, with a team of passionate and professional staff available 24/7 to assist your every need.
You can expect a dedicated adviser who will act as your main point of contact throughout your booking, ensuring a highly personal service and building an in-depth understanding of your requirements and expectations. We know and love luxury travel, and understand the needs of discerning travelers, and will listen to your individual requirements to ensure your expectations are surpassed at all times.
You will benefit from the added security of booking with an agency, as we are available before, during and after your stay to offer any support and advice you may need, along with a comprehensive concierge service to assist you with arranging every last detail of your stay, all at no extra cost than if you book direct.
How do I make a booking?
Please contact us to make a booking. We require a deposit of 30% of the accommodation value in order to secure your chosen property, with the remaining balance due 3 months before arrival. If bookings are made within 3 months of your arrival date we will require the full balance.
Payments are normally made by bank transfer, we do also accept cheques and card payments (however card payments are subject to a 3.5% surcharge). We will ask for your address, contact details and the names (and ages if under 18) of all guests who will be staying in the property, along with the occasion for the stay.
Please note that payments are non-refundable (except if the property becomes unavailable for any reason, in which case you will receive a full refund), so we do recommend you take out insurance against any unforeseen eventualities which may result in you being unable to attend, or cause an early departure, including adverse weather conditions.
Please see our full Terms and Conditions for our cancellation policy.
Why can’t I book online?
Due to the individual and unique nature of our properties, we do like to speak with our clients before a booking is reserved, to ensure the property is perfectly suited to your plans and requirements.
Can we view the property before booking?
Absolutely. We can arrange viewings at all of our properties and encourage visits so you can see for yourself the high standards at each property.
What is the Damage Deposit?
We ask for a damage deposit one week before your arrival, which is held in a separate account during your stay and is fully refundable after your departure, provided there are no damages and the property is left in good order. We endeavour to return all damage deposits as quickly as possible.
You can find out more about damage deposits in our Terms and Conditions.
What time is check in and check out?
The standard check in time is from 4pm on the day of arrival, with a departure time of 10am on the day of departure, some properties do vary so please check with us or refer to the individual property webpage which details check in/checkout times for each property under the “Prices” tab.
We do endeavour to provide an early check in and late checkout whenever requested and wherever possible, however this does depend on other bookings and is entirely at the owner’s discretion, and may incur an additional charge.
Are there any minimum stay requirements?
This does vary between properties, however most do ask for a minimum stay of 2 or 3 nights, particularly over weekends. Some of the larger properties are available for shorter durations, and some properties do ask for longer stays, particularly in peak summer season and Christmas/New Year. Please check with us or refer to the individual property webpage which details any minimum stay requirements for each property under the “Prices” tab.
Please note that some properties do have set changeover days, which are usually a Monday, Friday or Saturday.
When will we receive our final documents?
Once we have received your full balance, we send out final documents approximately one month before your arrival date, which contains all the information you will need ahead of your stay. This includes directions, arrival procedures and emergency contact details.
Will someone help us if something goes wrong?
Of course. Part of the reason many people book through an agency is because we are here to assist you if any problems occur. Fortunately problems are very rare however we are always available should you need our help.
How can I be sure I’ve chosen the right property?
All our properties are carefully selected for the quality of accommodation they offer, along with their unique locations and services available. Some properties are very contemporary in style and some are much more traditional – we have chosen our properties to ensure a wide range of styles to appeal to a variety of tastes. Choosing a property that is right for you is a very personal decision, but if you let us know your requirements, who you are travelling with, any particular plans for your stay, your likes, dislikes and interests we will be delighted to assist you find your perfect property.
Do prices include VAT?
VAT where applicable is included in all our prices unless stated otherwise.
What is included within the rental price?
All of our properties include bed linen, bathroom towels, tea towels, hand towels, basic utilities and internet access. The Elite Collection properties include everything as above, in addition to full staffing, nightly turndown service, luxury toiletries, complementary bottled water, teas and coffee. Many do also include essential supplies such as bathroom toiletries, dishwasher tablets, toilet rolls, bin bags, tea and coffee etc., some also include extras such as welcome champagne, flowers, housekeeping etc. Please refer to the individual property page under the “Prices” tab for details of inclusions for each property, or contact us for more information.
What is the difference between The Premium Collection, The Luxury Collection and The Elite Collection?
Here at Elysian Estates, we only work with luxury properties, however even at the luxury level there can be some variance between properties. For this reason we have established three “Collections” to help clarify the levels of luxury and inclusions on offer.
Although all the properties we feature are luxury properties, we understand that some guests require only the very best. “The Elite Collection” has been created specifically with these guests in mind, an exquisite collection of the finest and most luxurious exclusive use properties in the UK. These exceptional properties deliver truly world-class standards of service and cuisine, with superb attention to detail and outstanding facilities which the most discerning of traveller demands.
Our Elite Collection properties are all fully staffed and catered for the duration of your stay to ensure your utmost comfort, with butler service to cater for every whim along with a nightly turndown service, luxury bathroom amenities, soft fluffy bathrobes and slippers. These properties are among the most exclusive venues in the world and offer the utmost privacy and discretion for VIP guests.
The properties featured in “The Luxury Collection” have been carefully selected due to their superior levels of quality and superb facilities on offer, with wonderfully luxurious accommodation and a stunning setting with the option to self-cater should you wish. Any catering or staff required are of course available should you prefer. Many of our Luxury Collection properties offer those little touches to make your stay extra special, from welcome champagne and house flowers to cosy bathrobes, and all offer beautiful interiors and luxurious bathrooms.
We have created “The Premium Collection” to allow us to add a selection of beautiful properties which are wonderfully homely and offer a welcoming and relaxed feel, full of character and charm. These properties are a perfect choice for guests who are looking for a luxury stay without some of the frills, allowing you to enjoy outstanding value along with a beautiful setting.
Will we have exclusive use of the property?
Yes, all of our properties are only available on an exclusive use basis. You will be the only guests allowed in the property for the duration of your stay, and your privacy is assured at all times. Some properties share facilities such as leisure amenities or grounds with one or two other properties, however these are clearly noted on our website and will be made very clear at the time of booking. Our properties are not hotels and are not open to the public (with the exception of Weston Park and Eastnor Castle which do open at select times of the year), and many are situated within large private estates ensuring the utmost privacy during your stay.
Some properties have an Estate Manager or Housekeeper who may live within the grounds or within a separate wing or annexe, however they will not interfere in your stay at any point. Owners do reserve the right to access the property during your stay in case of emergencies.
What facilities will I find in our chosen property?
All of our properties offer five star amenities and every convenience you would expect at home. You can find full details of facilities available at each property by clicking on the “Facilities” tab on the property’s webpage.
Is internet access included?
Yes, all of our properties have Wi-Fi which is available to guests free of charge (limits may apply). Please note this may not be available in all rooms, particularly in older properties which can have very thick walls! Please check with us if you need to know which rooms are covered.
Can we self-cater?
The properties in The Luxury Collection and The Premium Collection are let on a self-catering basis, with the flexibility to add in catering as and when required. The Elite Collection properties are only available on a fully catered basis, to ensure your utmost comfort and enjoyment of your stay. You can be assured of only the highest quality ingredients and exquisite cuisine at all of our Elite Collection properties, along with superb staff to assist with every need.
Can we arrange catering?
Absolutely. We have a list of trusted caterers for each property we work with on a regular basis to provide anything from one meal through to a private chef for your entire stay, some properties even have their own in-house chefs at your disposal. Menus are always bespoke, and can be entirely tailored to your requirements. Whether you are looking for a simple home cooked meal, a fine dining tasting menu, an Indian banquet or a gourmet BBQ, please just let us know and we will arrange the rest. Catering does normally include all ingredients, preparation, service and cleaning, so you can relax and enjoy your stay.
Can we arrange supplies to be delivered ready for our arrival?
Yes, we can provide details of which supermarkets deliver to each property, please contact us for more details. There may be a small charge for housekeeping to receive your order and unpack everything into the fridge or cupboards ready for your arrival. We can also arrange for local produce to be delivered at many of our properties, from local butchers to speciality delicatessens, please contact us for more details.
Can we invite extra guests to join us?
Each property can only accommodate the maximum number of guests stated on our website and in the booking confirmation. If you are looking to invite additional guests at any point during your stay, whether for a few hours or overnight, this must be agreed with us prior to your stay and is entirely at the owner’s discretion. There may be an additional charge for any additional guests and there may be hire charges associated with supplying additional furnishings.
Can we have a party at one of your properties?
Some of our beautiful properties are fantastic party venues, we do ask that you notify us at the time of booking if you are intending to hold a party during your stay so we can ensure your plans will be possible in line with music and licencing regulations at each property. Please note that any additional guests may incur a supplement.
Can you help us to arrange activities or plan a party, function or event?
Of course. Here at Elysian Estates we pride ourselves on our bespoke approach and can assist you in arranging anything you may wish to enjoy during your stay, from spa treatments from the comfort of your property to adrenaline fuelled activities such as quad biking or zorbing, and just about anything in between.
We offer a complete concierge service and can arrange anything that would complete your stay, such as chauffer driven cars, helicopter transfers, private jets, luxury car hire, dinner reservations, welcome flowers, shopping or wine deliveries, additional staffing requirements including butler service and housekeeping, along with any entertainment or activities you may wish to enjoy during your stay.
We can also assist with planning the perfect party, function or event, including (but not limited to) arranging florists, venue dressing, entertainment, photographers, marquee suppliers, lighting, staging, transport and staffing.
Can we hold our wedding at one of your properties?
Many of our properties make wonderful luxury wedding venues, with beautiful grounds and luxurious accommodation to make your day as special as possible. Several of our properties hold civil ceremonies licences, and several are close to churches for a traditional church ceremony. Please contact us for more details on which properties will be best suited for your plans, as some properties do have some restrictions on guest numbers and licencing. We can help you plan your wedding and many properties have their own dedicated wedding planner included in the venue hire, to ensure every last detail is taken care of so you can relax and enjoy your special day.
Please note prices quoted on our website are for residential stays, wedding prices are available on application.
What size beds are in each bedroom?
You can find a full list of bedrooms for each property by clicking on the “Accommodation” tab on each property webpage, which details the size of bed you will find in each room and bedroom configurations. Some bedrooms can accommodate a cot or additional z-bed, however these must be arranged with the owner prior to arrival. Please contact us for more details.
Are your properties child-friendly?
Yes, all of our properties welcome families. We do ask that children are supervised at all times during your stay, especially around swimming pools. Some of our properties are better suited than others, and offer additional facilities on request for families with small children, such as cots, high chairs, stair gates etc. Please contact us for more details.
Do you allow single sex groups or stag/hen parties?
Some properties welcome single sex groups, details can be found by checking the “Stag/Hen Accepted” box on the search page, or please contact us for more details. We do ask that you please notify us if you are a stag/hen/single sex group or if you are planning a party, so we can ensure your chosen property is well suited to your requirements. Some properties do unfortunately have restrictions and we would not want anything to affect your stay.
Can we bring our pet?
Some of our properties welcome pets, details of which properties do allow pets can be found by checking the “Pets Accepted” box on the search page, or please contact us for more details. Please note we must be notified of all pets prior to arrival, and are only permitted when confirmed in writing. Permission is entirely at the owner’s discretion.
Who is responsible for cleaning?
In our “Elite Collection” properties, full staffing is included to ensure your property remains spotless at all times, including full waiter service to clear away after meals and drinks, and maid service to make beds and clean bathrooms.
In our “Luxury” and “Premium” Collections, certain properties include some housekeeping, please refer to the “Prices” tab on the property page for a list of inclusions. We can of course arrange housekeeping for you if not included, or additional housekeeping if required. On departure from our “Luxury” and “Premium” Collections, we do ask that any rubbish is placed in bins, any spills are cleaned up, and that any washing up is done and the dishwasher is emptied, otherwise cleaning incurred may be deducted from the damage deposit.
What should I do if any damages occur during my stay?
We are well aware that accidents can sometimes happen, so if something does get damaged during your stay don’t panic, and please notify us as soon as possible after the incident so we can liaise with the owners and find a solution. Honesty is always the best policy and as long as breakages were not a malicious act, if you let us know about them we can help to resolve any issues.