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 between 60 and 2 days before your holiday start 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 from 60 days 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 during your holiday. There are many insurers available on the web, including Cancellation Plan, Tesco Personal Finance, Marks and Spencer, Argos, etc.
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 £28 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 accepting 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
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 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.
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 and highchairs and some properties have sterilisers, changing mats, toddler steps and bed guards. Ay equipment that is available at a particular property will be detailed in the Facts and Features section of the property webpage.
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.
Is is possible to have the cottage cleaned and the linen changed part way through our holiday?
For two week holidays, after the first 7 days the housekeeper will attend to change the bed linen and towels and carry out a light clean of the kitchen and bathrooms. You will need to leave the house key in the key safe for them to gain access, which will be between 10am and 4pm. If you would rather not be disturbed during your holiday please just let us know, or if you would prefer an extra set of linen and towels to be left for you, this can usually be arranged.
Alternatively, if you would prefer that the housekeeper arrived on a different day or a specific time, please request this and we will advise if that will be possible.
If your holiday is for less than 14 days and you would like any cleaning carried out during your stay (apart from the midstay clean for 2-week holidays), or any additional linen provided, please request this by calling our office. There will be an additional cost which is determined by the owner and will vary from cottage to cottage and must be paid beforehand.
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!
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.
My booking is for business purposes, can I reclaim the VAT?
The vast majority of our property owners are not registered for VAT, so this is not included in the rent. However the following properties do have VAT included, which you should be able to reclaim if your trip is business-related. Please ask us for a separate invoice with the VAT breakdown included, if this is required.
Lane End Cottage