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.
Do I need to pay a security bond for my holiday?
Most of our properties require a Good Housekeeping Bond to be arranged prior to your stay. We offer guests the option of paying either a non-refundable damage ‘waiver’ or a refundable security deposit. Please read more information on our Property Care page for full details.
Are there any extra charges for electricity, gas, hot water or fuel for open fires?
Our rates are fully inclusive of all electricity and gas and both these and hot water are available upon demand in each property. Where there are open fires or log burners, there is usually only an initial basket of logs provided for holidays between early October and the end of April. Logs/fuel for fires is not usually provided for holidays between May and September. Supplies can be purchased by you locally and at most properties you’ll find details of a local supplier who will deliver logs to the property after placing your order by phone. Details are provided in each property.
Can I bring my dog?
Most of our properties welcome one dog, some can accommodate two and some can accommodate three. Find out more on our Dogs are Welcome webpage.
When using our search facility, you can search for properties which welcome 1, 2 or 3 dogs, which is by far the easiest way to only see properties that welcome dogs.
However whilst we very much welcome well behaved pets to our lovely cottages, they wouldn’t stay lovely for very long unless we imposed a few ‘house rules’ for them, this way we can ensure that all guests – with or without a dog – can enjoy their stay without having their holiday marred by problems left by a previous dogs’ stay.
So, here are our house rules for dogs:
Dogs must be at least 1 year old to stay in our cottages and be fully house-trained.
Dogs are not permitted in the bedrooms, specifically NOT permitted on the beds under any circumstances, nor are they permitted on any other furniture. If they sleep on the bed with you at home or you let them on the sofa and expect to do the same on holiday then regretably our holiday properties are probably not right for you. We’ll charge for extra cleaning if a dog is found to have been on any of our furniture. Using a blanket is not acceptable as it provides no protection against the dog aroma or hairs transferring to the soft furnishings. Please bear in mind that the guests staying immediately after you may not have a dog and will not appreciate being able to smell yours or find stray dog hairs in unacceptable places. Our cleaning standards are very high but we only have a few hours to resolve such issues, so it’s important we take steps to ensure these issues are prevented.
Dogs are not permitted to be left unattended in our holiday properties without the consent of the owner of the property and it’s confirmed in writing via email or text. If your dog is crated, permission is more likely to be granted if the property is detached with no near neighbours.
Dogs must be clean before entry to our properties, especially if wet or muddy. Many (but not all) of our cottages provide a dog towel and either a hosepipe or bucket to help you keep them clean, but please don’t rely on these being available, remember to bring your own dog towel please.
Dogs are not permitted to cause any nuisance to neighbouring properties. If found to be barking excessively or let off lead and not under your complete control, you may be asked to leave if you are unable to control them and they are causing a nuisance of any kind.
If any damage or staining occurs inside or outside of the property, you will be charged for whatever costs are incurred to restore the property to the clean and undamaged condition it was in when you arrived.
If your dog is moulting or leaves lots of dirty paw marks on the floors, this should be cleaned up before your departure. Your will be charged for the extra cleaning costs. Any such costs will be deducted from the Good Housekeeping Bond, if no bond has been arranged, you will be sent an invoice.
I have a dog, is there a charge?
Yes, we charge £20 per holiday for each dog at most of our cottages.
We have strict booking conditions relating to the acceptance of dogs to our properties however. When placing a booking with us you are deemed to have accepted our booking conditions and agree to them. The person who books the holiday and is listed as the lead-guest is fully responsible for the care of the property. If any excessive cleaning is required or damaged sustained to any part of the property or contents, the expense incurred to reinstate the cottage to the same clean undamaged state it was when you arrived will be passed on to you directly from the owner of the property for settlement. Where a Good Housekeeping Bond has been arranged, the cost will be deducted from this.
We provide a little treat for your dog on arrival, some poop bags, a towel to use for dirty paws and a water bowl. At certain properties we can also provide dog beds upon request for a rental charge of £10 per holiday and can also provide a dog-sitting service if required, as dogs are not permitted to be left in the property unattended at any time. See our Dogs are Welcome page for more details.
If you change your mind after booking and decide not to bring your dog, if you notify us before your holiday is paid in full, we can remove the charge from your balance. If you have paid in full however we are regretably not able to provide a refund.
How much deposit is required?
We require a deposit of 30% of the total holiday cost to secure your holiday dates. A £39 booking fee is payable with the deposit.
The remaining balance is required to be settled on or before 2 calendar months prior to your holiday start date. You are welcome to pay in full at the time of booking or settle your balance at any time up to the due date.
Bookings made within 2 calendar months of the holiday commencement date are required to be paid in full.
My holiday is due to start in less than a couple of months time, do I still send a deposit?
If your holiday is due to start within 2 calendar months of the date of booking, the full amount is payable.
How do I pay?
You can pay by credit or debit card, or by bank transfer.
Credit and debit card payments can be made online or over the telephone. There is no fee for making payment. We accept Visa, Visa Debit, Mastercard and American Express cards.
Our bank account details for bank transfers are:
Sort code: 30-93-71
Account no: 73952968
Sorry but we are unable to accommodate international bank transfers, we ask for payment by card instead.
Are there any charges for paying by credit card?
There is no surcharge for paying by credit card or any other method.
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.
Is there any baby equipment available such as cots, highchairs, etc?
We have a range of baby equipment available to hire at many of our properties at no extra cost, including cots, highchairs, stair gates and some properties have sterilisers, changing mats, toddler steps and bed guards. Any equipment that is available at a particular property will be detailed in the Facts and Features section of the property webpage and must be requested a minimum of 7 days before your stay. All equipment is provided at your own risk, so please satisfy yourself with the operation and quality of it before use. Stair gates may already be fitted if they are the ‘permanantly fixed’ type, otherwise portable stair gates may be provided which will be left for you to easily fit yourself upon your arrival at the property (no tools required). This is to ensure, for safety reasons, you are satisfied with the fitting with having done it yourself, and you should check to ensure the fittings remain tight at all times throughout your stay.
Usually many properties also have a few toys to suit a range of ages. This is more likely to be at the family-sized properties. The one-bedroomed properties which are usually occupied by couples are unlikely to have any children’s toys available. However, please be aware that with the current restrictions brought about by the Covid pandemic, most if not all toys will have been removed from the holiday properties, so please bring your own from home during this time.
Is is possible to have the cottage cleaned and the linen changed part way through our holiday?
For two week holidays, you will be provided with a second clean set of bedlinen and towels for your second week. This will be arranged with you before your holiday. At some properties the additional clean linen and laundry bags will be left for you (and you will not be disturbed throughout your holiday) and at others the housekeeper may deliver the clean linen and pick up bagged laundry at an agreed time – when you may or may not be in the property.
If your holiday is for less than 14 days and you would like a change of linen part way through your holiday, this can usually be arranged at an additional cost, Let us know if you require this and we will check with the property owner if this is possible and advise of the additional cost, which will need to be paid before your holiday.
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!
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.
My booking is for business purposes, can I reclaim the VAT?
Most holiday property owners are not registered for VAT as the rental income usually doesn’t reach the threshold for registering for it, so VAT is therefore not included in the rent, and consequently cannot be claimed back.
If your stay is work-related and you are claiming the cost as a business expense, you are welcome to check with us to see if the property you have booked is VAT registered however, as we take on new properties regularly and there is therefore a slim chance it could be.