About Us

Our cancellation policy

At UnderTheDoormat, we pride ourselves on providing a service with our guests’ and owners' best interest at heart. This has never been more important than over the last 18 months during the pandemic

In order to keep guests and homeowners safe, we have updated our Peace of Mind Pledge to include our 10-point hygiene promise, to ensure our homes are cleaned to recognised standards outlined by STAA and Quality in Tourism’s Safe, Clean and Legal accreditation.

With ongoing uncertainty around Omicron we wanted all of our customers to have clear cancellation options when they booked, so our guests could book with confidence.

During the pandemic we introduced our ‘flexi’ booking option, recognising that in the current environment, plans can change quickly. If you select our ‘flexi’ booking option when booking on underthedoormat.com you can cancel your booking for any reason up to 7 days in advance and receive a full refund.

If you have booked through a third-party website, the terms of your booking through that platform should be clear on your booking. We are bound by the cancellation policies at the time of booking, so please contact them in the first instance to get it resolved as quickly as possible. We will of course honour any cancellations that fall within the free cancellation periods.

One of the reasons we try to ensure clear cancellation policies is to protect both our owners and guests in a changing environment. Over the last 18 months our owners have moved from a 30 day cancellation window to a 7 day cancellation window, to provide as much flexibility as possible. If a cancellation falls within the 7 day no-cancellation window, we are obliged to honour our owners’ agreements.

We recommend taking out travel insurance that covers potential Covid-19 disruption to ensure that if Covid impacts your travel in any way, you are able to get any relevant compensation through your travel insurance.

If you have come down with Covid or are impacted by restrictions to your travel, and you are already within the non-cancellation period for your booking with us, this should be claimed through your travel insurance. If you need anything beyond your booking confirmation to submit for your insurance claim, please let us know and we will try to help where we can. Please keep in mind this is an extremely busy period so our responses may be delayed.

We hope that offering self-contained homes for families means that over the festive period, many of our customers will still be able to enjoy a break from home and if there is anything else we can do to help make your stay possible, please let us know.