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CONTACT WITH OWNER

Can I contact the Owner directly?                  

We should be able to answer any questions prior to you making the booking. So unless you have made a booking please contact us on 0117 204 7830 or email us on info@canopyandstars.co.uk

Can I contact the Owner directly once I have booked?

Yes, their contact details are on the email confirmation we send you. If you’ve already booked, try searching for this subject line: ‘Your booking at….’ Or let us know your reference number and we can give you the contact details.

Who should I contact if I have a question about my up and coming stay? 

It’s best that you speak to the owners directly if you have a question about your stay e.g. the local area, what’s included, organising breakfast or a hamper etc. Their contact details are on your booking confirmation. Alternatively, our Guest Experience team are always on hand to help. 

 


AMENDMENTS TO BOOKINGS

How do I change or cancel my booking?

We’ll need you to request cancellation by emailing bookings@canopyandstars.co.uk. We’ll then get in touch for a chat. Alterations to your booking can only be made more than 10 weeks prior to the check in date, after which time alterations will be treated as cancellations. All alterations are subject to availability and may incur a £30 administration fee.

Can I have an early check in / late check out? 

All our spaces are owned by independent owners, so policies vary. Its best that you contact the owners directly to see whether they can make any special arrangements, but this is not guaranteed and may incur a fee. 

 


GIFT CARDS

How can I purchase a gift card?

You can purchase Gift Cards online 24/7. Select the e-card option to get a digital card straight away, or enter a postal address and we'll send it out to you first class. Expect 3 to 5 working days for it to arrive.

If you want next day delivery give us a call on 0117 204 7830 and we can arrange this at an additional charge of £5.

Can I buy a gift card for a particular space?

We want to offer people as much flexibility as possible, so we don’t offer space-specific Gift Cards, but instead allow our guests to redeem against a booking at any of our spaces.

Can Canopy & Stars vouchers be used for Sawday’s spaces?

Sadly no, Sawday’s is our sister company but the two are administered separately.

 


PRICING AND FLEXIBILITY

Why is the ‘from price’ different to the actual price of my selected dates?

The ‘from price’ is based on a low season, mid-week 4 night stay. So for example, if you have selected weekend dates in peak season, the total price will be higher than the “from” price multiplied by the number of nights. 

Will I get a better price if I go directly to the Owner?

All of the prices we display are set and matched by our Owners. So the answer is no, we have a low price promise which means you can book with us in confidence, knowing you won’t find that place cheaper elsewhere.

Can I stay less than the advertised minimum night stay?

This all depends on where you would like to stay. All our Owners set their own policies and some have a little more flexibility than others. To find out if they can take a different length of stay, give us a call on 0117 204 7830.

Are there any additional charges apart from the advertised price?

No, we do not add on any additional fees. Some owners may have additional charges for wood, use of the hot tub or other extras, but these will always be clearly stated on the place page.

Are hot tubs included in the price? 

All our spaces are owned by independent owners, so policies and pricing may vary. Always check the ‘essentials’ tab on the website listing, this should highlight whether or not the hot tub is included in the price. If there is an additional cost for the hot tub, this can be paid directly to the owners on arrival. 

Can I change my payment method? 

We will collect the remaining balance 10 weeks prior to your stay, automatically from the card you paid the deposit with. If for any reason you need to change the card, just call us on 0117 204 7830 and we can process the payment over the telephone using your preferred card. 

 


PAYMENT METHODS

Do I need to pay a deposit on booking?

Yes, if your booking is more than 10 weeks ahead of your stay, you can either choose to pay a deposit of 25% or pay the full amount. If you do pay a deposit, the balance will be due 10 weeks before your stay. For bookings made within 10 weeks of your check in day, the full amount is required at time of booking.

Can I pay off my balance in instalments?

We’re afraid not. We require a 25% non-refundable deposit for all bookings with check in dates of more than 10 weeks away. The balance will be due 10 weeks before check in day. It can be paid in advance of that date, but only in a single payment.

What card can I pay with?

We accept any debit or credit card apart from American Express.

Can I pay via BACS payment?

Sorry, but we don’t offer a BACS payment service.

What currency do I have to pay in?

Rates are set per place in the currency specified by the Owner. Where this has been converted into the currency of your preference, the total cost of your booking will be an estimation only, based on the recent exchange rate, until the payment is made. The original rate will be displayed before you confirm your payment and you will be given the option of paying in your own currency at a guaranteed rate, or leaving the conversion and any associated fees to your card provider.

Do I need to pay the Owner a security deposit?

Some Owners may request a security deposit, this usually only applies to big groups – to find out whether this applies to you, see the ‘essentials’ tab on the place page.

Why might my card be declined?

We are not notified with a reason as to why a payment has been declined. We can only see the card type, amount charged and success or failure of a transaction. Transaction failure may be due to a problem with your card, your bank or potentially our payment system. Please call us on 0117 204 7830 and we will see if we can help complete your booking.

What do I do if I haven’t received my booking confirmation email?

Firstly check your Junk Mail just in case it’s ended up in there. If not, give us a call ASAP on 0117 204 7830 and we can check the details are correct and resend it to you.

  


MY ACCOUNT

How do I create an account?

Click this link here to create an account and follow the instructions on page: https://www.canopyandstars.co.uk/account/signup

I have forgotten my password, how do I reset it?

Click on this link and follow the instructions on page:

https://www.canopyandstars.co.uk/account/forgotpassword

 


BOOK WITH CONFIDENCE 

In these uncertain times, we want our guests to feel confident when it comes to booking with us.   

Our absolute priority is the health of our guests, owners and everyone else and it’s important that we all work together to stay safe and well. Read our Coronavirus FAQs for information on how we’re looking after our guests during these turbulent times.   

If you’re planning a last-minute escape or want to schedule a dose of wild for 2021, you can feel confident and happy booking with Canopy & Stars:  

1. Easy and flexible date changes  

If for any reason you are unable to stay because the area you are travelling from, or to, has issued a COVID travel ban, or you test positive for Coronavirus, we will offer you the opportunity to change your dates. Where this isn’t possible, we can offer a gift card to book an alternative location or contact the owners to discuss and organise a refund. 

2. Happy guests   

Since the start of the pandemic, we have been able to move 90% of bookings for stays impacted by Coronavirus so our guests can still look forward to their holiday, just a little later than planned. Our friendly guest experience team consistently earns one of the highest customer service in scores in travel. 

3. Our Clean & Safe charter   

Our owners are taking extra measures in order to keep you safe during your stay, all have signed up to our ‘Clean and Safe’ charter.   

4. We inspect and select   

We personally visit every place. Only 20% make it into our collection of amazing experiences  

5. We are a good business  

We are majority employee owned and 24% of the company is owned by a charitable trust that supports environmental causes. We plant a tree for every booking and aim to plant 1 million by 2025.   
 

CORONAVIRUS FAQs 

Last updated 15/01/20 

Can I still book a Canopy & Stars holiday?  

Yes, we are currently taking bookings to all of our locations from the end of February 2021.  

Currently, the UK is in lockdown and everyone is instructed to stay at home and only leave where necessary, which means travel is off the cards for the coming weeks. We will keep this under review in line with government guidelines.  

Before making a booking, we always recommend checking the government websites for the most up to date advice on travel in EnglandScotlandWales and Northern Ireland. For international locations check the FCO website for the most up to date travel advice.  

Can I still go on my holiday?  

If your booking is over the next few weeks, unfortunately you will not be able to travel. The UK is in lockdown and everyone is instructed to stay at home and only leave where necessary. To date, we have contacted all guests with bookings up to 14 February and we will keep this under review in line with government guidelines. 

If you have a booking before 14 February look out for the email from us or if you have not received one, please email our Guest Experience Team on bookings@canopyandstars.co.uk with your booking reference and we will get back to you. If you are unable to travel due to a government health measure, we will offer you a date change, or if that is not possible, a refund.   

If your booking isn’t before 14 February, we will contact you in the coming weeks once we know more about the restrictions for the date of your booking. We please ask that you don't contact us whilst we first help those guests who have been immediately affected 

If I have a booking credit, how do I use it for a new booking?    

If we are holding credit against a booking and you are now ready to rebook, drop us an email to bookings@canopyandstars.co.uk or call us on 0117 204 7830 with your preferred new dates and we will get you booked in. If the new dates are higher in price, i.e. in a more expensive period, you will need to pay the additional amount at the time of booking.   

Should I buy travel insurance?  

Yes, we always recommend that you have comprehensive travel insurance. We recommend you take out a policy which covers you in the event of cancellation and has good medical coverage for international trips. Your coverage in the event of Coronavirus-related issues will depend on your insurer. Please contact them if you have questions.   

LEAVING FEEDBACK

How do I leave feedback on my stay? 

You will receive an automated feedback survey via email the day after you check out. Follow the link in the email. Your feedback is really important to us, so please do fill it in! If you want to reach out to us directly you can email us at bookings@canopyandstars.co.uk

You can also visit our Google or Facebook pages and leave reviews there.