Frequently Asked Questions
Can you offer any insurance?
For bookings made from 10 June 2020 onwards, for holidays commencing anytime from 1 August 2020, we offer MASTER CANCEL flexible cancellation insurance, where you can cancel for any reason up to and including 2 days before your check-in date and receive a full refund less the booking fee. The cost of this insurance is incorporated into the rental rate, so there is no additional cost. You do not have to provide a doctors note or any other evidence, you don’t have to provide a reason for cancelling and there are no forms to fill in. You will receive your refund within approximately 7 days of making the claim in writing (via email).
As Master Cancel flexible cancellation insurance cover is only effective up to and including 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 during your holiday. There are many insurers available on the web, including Cancellation Plan, Tesco Personal Finance, Marks and Spencer, Argos, etc.
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 decorated cakes to champagne and flowers. We can arrange a dinner reservation at an excellent 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
Please call us on 01665 710 700 to discuss any queries you may have regarding a particular property or the area it’s locatedin, or local facilities. We know every property intimately and know the area quite well too, so can probably answer your queries immediately but if we can’t, we’ll find someone who can!
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 Multimap, 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?
At the majority of our properties the entry time is 4pm on the day of your arrival, however at some properties this may be a little earlier or later, so please check on your Arrival Instructions document, which is emailed to you after you have paid in full for your holiday.
Departure time for most properties is 10am on the day of your departure, when our housekeeper will arrive to prepare the property for the next guests. However, some properties may have different times – although if different, will not be earlier than 10am.
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. You will not be permitted entry until the agreed arrival time, which as stated above will usually be 4pm unless stated differently in the Arrival Instructions document.
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. 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 likely to not be 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. 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. If you do not agree to or allow access to maintenance personnel to resolve an issue being experienced, then you are deemed to not require any assistance and no complaint will be entertained as a result.