Refund & cancellation policy

Booked via Airbnb, Booking.com, Expedia or another platform

If you booked through Airbnb, Booking.com, Expedia or another third-party platform, that platform's own cancellation policy applies to your stay, not this page. You'll have seen and agreed to it when you booked, and you can find the exact terms and any refund due on your booking confirmation or in your account on that platform.

Booked directly with us

If you booked directly with Ardena Property — by website, phone or email — the following applies. It mirrors the Moderate cancellation policy we use on Airbnb, so a direct booking gets the same level of protection as booking one of our Airbnb listings:

• 5 or more days before check-in: full refund.
• Less than 5 days before check-in: the first night (plus any booking fee) is non-refundable, and the remaining nights are refunded at 50%.
• No-shows: no refund.

If your stay was booked as part of a promotional offer or a bespoke package, the terms confirmed to you at booking will apply if they differ from the above.

Changing your dates

If your plans change, get in touch — for direct bookings we're happy to help move your dates where we can, subject to availability, at no extra charge if requested 5 or more days before check-in. Changes closer to arrival are treated as a cancellation and new booking under the policy above. If you booked via a third-party platform, date changes are handled through that platform.

If we need to cancel

On the rare occasion we need to cancel your stay — for example, if a property becomes unexpectedly unavailable — we'll offer you a comparable alternative property where possible, or a full refund if we can't.

Exceptional circumstances

If you need to cancel a direct booking because of circumstances outside your control, such as serious illness or bereavement, please contact us. We look at these situations individually and will always try to find a fair outcome.

How refunds are paid

For direct bookings, refunds are made to the original payment method and are normally processed within 5–10 working days of being agreed. For platform bookings, refunds follow that platform's own timings and process.

Property owners

Fees relating to our property management service are set out in, and governed by, your individual management agreement rather than this policy.

Questions

Get in touch at hello@ardenaproperty.com or +44 7598 496086.