We’ve had a couple of reviews this year where people were unhappy with our cancellation policy when they cancelled at the last minute. Our cancellation policy is that from 2014 we apply a standard charge of £20 if the booking is cancelled (used to be £40). If a cancellation is within 48 hours of the expected arrival, our policy is that we charge the full amount of the booking. We set this policy out on our website, on online booking systems and in our email confirmations. If we were to operate a free cancellation policy, we would have to bear all the costs whenever a guest cancelled: credit card charges, staff time and lost booking revenue, and in the end we are running a business.

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