Paws & Stay FAQs

Can I contact the owner directly before booking?  

As the booking agent, we’re here to answer any questions you might have prior to making your booking. Please email us on info@pawsandstay.co.uk or alternatively give us a ring on 0117 409 0267 to discuss.  

Can I contact the owner directly once I have booked? 

Yes, their contact details will be on the email confirmation we send you. Try searching for the subject line: ‘Paws & Stay...’ in your inbox to find this email.  

Who do we contact with questions once we’re booked? 

We’re always happy to help with any pre-arrival questions, however once booked, you can also reach out to the owners directly and they’ll also be happy to help.

How do I change or cancel my booking? 

We’ll need it in writing, so please send us an email to bookings@pawsandstay.co.uk with your booking reference (which will start: 'PS-') and we’ll get back to you within 48 hours with your options.   

Amendments to your booking can only be made more than 10 weeks prior to your check in date.  Once your stay is inside of 10 weeks, it will be non-amendable and non-refundable. All amendments are subject to availability and may incur a £30 administration fee.

Can I stay less than the advertised minimum night stay? 

This all depends on where you would like to stay, and what the individual owners can offer. Please email us at bookings@pawsandstay.co.uk and we’ll be happy to help further.  

Are there any additional charges apart from the advertised price?  

If you’re looking to bring an additional dog to the number advertised per specific space, there may be an additional charge. Our owners set their own pricing and policies, so please email us at bookings@pawsandstay.co.uk for more information.

Can I pay a deposit? 

Yes, you can pay a 25% non-refundable deposit if your check in day is more than 10 weeks away. For bookings made inside of 10 weeks of your check in day, the full booking amount is required. 

Can I pay my remaining balance in instalments? 

No, remaining balances are due in one full payment 10-weeks prior to check-in and is paid via an online payment link. Your balance due date is confirmed with you at the time of booking.  

What card can I pay with? 

Excluding American Express, we can accept any Credit or Debit card.  

Can I pay via BACS payment? 

No, we do not offer a BACS payment option.  

Do I need to pay the owner a security deposit? 

This all depends on where you would like to stay, and some owners do request a security deposit, which is paid directly to them after booking. To find out whether this applies to you, see the ‘You should know’ section on each listing.    

When will I receive the security deposit back? 

This will be arranged between you and the owners after your departure and usually processed within 7 days.  

Why has my card been declined? 

We are not notified with a reason as to why a payment has declined. This may be due to a problem with your card, with your bank, or just simply down to cosmic interference on the world's banking circuits.  Please do try again or send us an email to bookings@pawsandstay.co.uk for further help.  

Do you offer any discounts or promotions? 

These are individually set by our owners, who do occasionally run their own discounts and promotions. To find out if a space is offering anything, please see their individual listings.  

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

Firstly, please check your Junk Mail just in case it’s ended up in there. If it’s still not with you, please contact bookings@pawsandstay.co.uk as soon as possible and we can check the details are correct and resend it to you.

How can I purchase a gift card? 

We currently don’t offer gift cards at Paws & Stay.  However, this is something we’re looking to add in the future, so watch this space!

Can I bring a banned dog breed? 

If you would like to bring an XL bully, please get in touch via email to bookings@pawsandstay.co.uk to discuss your options.  You may be required to provide your certificate of exemption and insurance documents to adhere with owner insurance and stay guidelines.  

Can I leave my dog alone in the property? 

As a rule, our owners do ask that you do not leave your dog unattended in the property during your stay. Some dogs may become very anxious in unfamiliar environments, leading to barking and possible damage.

How do I leave feedback? 

You will receive an automated feedback survey via email the day after you check out with a link to follow. Your feedback is important to us and helps us maintain our collection, so all feedback is greatly appreciated, and thank you for taking the time to do so. If you want to reach out to us directly with further information on your experience, you can email us at bookings@pawsandstay.co.uk.  

How do I make a complaint? 

We always aim to provide the best possible holiday experience, however, if you have a complaint or any problems during your stay, please immediately notify the owner during the stay itself. This gives the owner the opportunity to address your concerns and to hopefully resolve any issues at the time so your stay can continue as planned. If you do not follow this procedure, it may mean that any amount of compensation you may be entitled to, may be reduced or negated. You can also raise any concerns with us via bookings@pawsandstay.co.uk as soon as possible.  

Do I need travel insurance?  

Although our stays are within the UK, we do always recommend having travel insurance for all bookings. This will help cover you for any unforeseen circumstances where we’re unable to offer a refund or amendment. You are responsible for choosing your own level of travel insurance so please do read your policy carefully.

We strongly recommend taking out personal travel insurance to protect against unforeseen circumstances, including cancellation or curtailment due to events such as illness or the passing of either dogs or humans.

Cancellation insurance may be available through third-party providers, but please note that any such arrangements are entirely separate and do not involve Paws & Stay or the Owner. It is your responsibility to ensure that any insurance you choose provides adequate cover for your specific needs.