Frequently Asked Questions
Can you offer any insurance?
For bookings placed from 10 June 2020 through to 7 January 2021, for holidays commencing anytime from 1 August 2020 through to 31 December 2021, we offer MASTER CANCEL flexible cancellation insurance. This offers you the ability to cancel for any reason – including Covid-related reasons – between 60 and 2 days before your check-in date and receive a full refund less the booking fee and any administration fee already applied to the booking before the cancellation. There is no additional cost for this benefit.
You do not have to provide a doctors note or any other evidence – although you do need to provide a reason for the cancellation – and there are no forms to fill in. We will process your refund within 7 days of the last day of your cancelled holiday (if refund is by card the processing bank could take between 2 and 28 days to credit your account, this is outside of our control).
As Master Cancel flexible cancellation insurance cover is only effective for cancelling your holiday between 60 and 2 days before your holiday date and covers only your holiday rental cost, you are advised to independently take out holiday insurance at the time of booking your holiday, which will cover you for other risks, including issues that may occur up to 2 days before, and during your holiday. There are many insurers available on the web, search for ‘UK travel insurance’.
From 8 January 2021 Master Cancel is no longer available to be offered, however we are hoping that an alternative product will become available soon.
We are having a celebration whilst on holiday, can you help to make it even more special?
We can offer a range of bookable ‘extras’ to make your celebration even more special, from gorgeous decorated cakes to champagne and bouquets of flowers. We can recommend a good local restaurant or a special day out. See our ‘Extras’ page for more information, but do call or email us if you have something else in mind that we can help arrange.
I have queries regarding a particular property or facilities in the area
Feel free to contact us to discuss your holiday requirements and with any specific queries regarding any of our holiday properties. Our reservations team are all ‘locals’ and are not only familiar with all of our holiday properties, but also know the area well, including the best restaurants and attractions, good walks, places children will enjoy, etc.
- Call us during office hours 7 days a week on 01665 710 700
- Email us anytime at email@example.com
- Chat with us via our Live-chat facility on our website – look for the symbol at the lower right of the screen. If we’re insanely busy taking calls we may not be able to answer instantly, but you can leave your telephone number and/or email address and we’ll get back to you sharp.
We’d love to hear from you!
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.
Are bed linen and towels provided?
All beds will be beautifully made up for your arrival with top quality bed linen. We use a selection of goose/duck down and polyester-filled pillows and duvets.
Please let us know if you have an allergy to feathers and if it’s possible to provide an anti-allergy alternative at your chosen property, we will arrange that for you, otherwise you are welcome to bring your own. The duvet and pillow type at a particular property are stated in the Facts and Features section on the webpage.
We provide towels, tea towels, an oven glove and bath mats for your stay – and even a towel for your dog. Some properties offer the complimentary use of bathrobes and some offer slippers which you can request at the time of booking. Please see the facts and features for each cottage to see if they provide them. If they are not listed as bookable options on the booking form, they are not available at that particular property.
What happens if something goes wrong on my holiday and maintenance is required in the property?
Contact details for the owner, or their caretaker or manager, are provided in the Guest Information File in each property. Please use these contact details to report any maintenance problems encountered and full endeavours will be made to resolve the problem as quickly as possible with the least interruption to your holiday. You are advised to leave the door key in the keysafe if you leave the property, so the owner’s maintenance people can gain access in your absence to resolve the problem.
We’re sure you will agree that it’s fair and entirely reasonable that if you don’t report a problem promptly and give the owner the opportunity to rectify it during your stay, so that your holiday can continue with the problem resolved, or won’t allow access to maintenance personnel to resolve a problem being experienced, then no complaint can be entertained after the event as a result.