Frequently Asked Questions

Can you offer any insurance?

We offer Booking Protect, which is an innovative affinity protection company that provides a complete refund protection product to Coquet Cottages. The product is a Refund Guarantee that Coquet Cottages offer to their customers for a fee equating to 7% of the total rental rate, which enables the customer to receive a refund in specified unforeseen circumstances.

Booking Protect will provide a refund to you of the total accommodation cost (rental rate) of your holiday if you need to cancel due to illness happening to you or a member of your immediate family or any person(s) in the group due to attend the holiday with you, this includes being diagnosed with COVID-19 caused by the Coronovirus, which most travel insurance companies will not provide a refund for.

Booking Protect offer a refund to Coquet Cottages guests that covers the total rental cost of the holiday booking. The booking fee and any other extras ordered and paid for are not refundable. (Please note that this may differ from Booking Protects’ general terms and conditions as some other companies that they work with may offer a refund of the booking fee and extras, but we are unable to do this.)

Booking Protect is available through Coquet Cottages to provide you with a refund for cancellation in certain circumstances. We recommend you include this option in order to get a refund for the rental cost of your holiday should you or anyone in the party be unable to attend for a reason covered by the Booking Protect terms and conditions. Booking Protect can be added at the time of booking, whether the booking is made via the website or by telephoning Coquet Cottages, or anytime up until the final balance is paid. It cannot be purchased once the holiday has been paid in full.

Click HERE to read more about it.

 

Do I need to pay a security bond for my holiday?

A modest Damage Waiver is included in the price of your holiday which will cover the cost of any minor breakages or minor additional cleaning requirements up to an an amount relative to the size of the property.  Please read more information on our Property Care page and Booking Conditions page for full details.

If any damage, loss, additional cleaning over and above a standard changeover clean or any other costs are found to have been incurred as a result of your stay, the owner will make a claim to Coquet Cottages for amounts up to the value of the Waiver and we will arrange reimbursement directly with them.  The Damage Waiver will not cover costs over the limit of the Damage Waiver, which is dependent upon the property size. In these cases the Damage Waiver will cover up the limit of that Waiver and the additional costs will be payable direct to the owner upon request.

For bookings over Christmas and/or the New Year period, and other bookings at the discretion of the owner or agent, an additional Security Deposit may be required.

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 £42 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:

Lloyds Bank
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?

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, so please check on your Arrival Instructions document or your Digital Guide 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 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 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.  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 – 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 ‘permanently 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.

Please be aware that cot bedding will not be supplied with a travel cot unless clearly stated in the Facts and Features on the webpage for the property. Therefore, please prepare to bring your own.

Is is possible to have the cottage cleaned and the linen changed part way through our holiday?

For holidays of 10 nights or more, you will be provided with a complimentary linen change, fresh towels and a light clean at the property. This will be arranged with you before your holiday to make sure you will not be disturbed throughout your stay.

If your holiday is for less than 10 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 info@coquetcottages.co.uk
  • 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 each property, as well as on your arrival instructions document and in your Digital Guide. Please use these contact details to immediately 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 key safe 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.