Frequently Asked Questions
Will I receive directions to find the property?
Along with your receipt for payment in full, you will receive directions via email to the property you have booked. There is also a link on each cottage web page to Googlemaps, where you can enter your postcode and it will give you detailed directions from your home to the property.
Where do I pick up the keys?
You will receive instructions for collection of the keys with the directions to your holiday property. These are provided alongside your receipt for payment via email. We use keysafes at all of our properties requiring an access code, which you will be provided with alongside directions.
What time can we arrive and when do we have to leave?
In order to properly accommodate the additional cleaning and sanitisation protocols necessary to comply with Government requirements in relation to the Covid-19 pandemic, arrival and departure times have had to be adjusted, as follows:
At the majority of our properties the entry time is 6pm on the day of your arrival, however at some properties this may be a little earlier, so please check on your Arrival Instructions document, which is emailed to you after you have paid in full for your holiday. These times are also shown on the webpage for your holiday property, in the ‘Facts and Features’ panel.
Departure time for most properties is 9am on the day of your departure, when our housekeeper will arrive to prepare the property for the next guests. However, some properties may have a later time – although if different, will not be earlier than 10am. Please refer to your Arrival Instructions document or check on the property webpage for the times for your holiday property.
Please do not arrive sooner than the stated arrival time, as we require the whole ‘changeover’ period – ie. the time between the last guests leaving in the morning and your arrival – to thoroughly clean and prepare the property for you and deal with any maintenance issues that may have arisen. The housekeeping and maintenance staff will be following strict Covid guidelines in maintaining social distance and wearing PPE and are expected to work either solely or in a controlled team, with no contact with anyone else. You will not be permitted entry until the agreed arrival time, which as stated above will usually be 6pm unless stated differently in the Arrival Instructions document.
We sorely wish we could reduce the changeover period to be able to allow our guests more time at the property on changeover day, but we have to comply with the Government requirements in following a very strict cleaning protocol and maintain safe working practices, which results in much extended cleaning times and less staff. Hopefully we will all soon be able to return to the life we knew before Covid.