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Frequently Asked Questions
PRE-BOOKING QUESTIONS
Once you’ve found your perfect property, click BOOK NOW to check availability.
This will take you through the different stages, including taking your payment.
If your holiday is more than nine weeks away, you can secure your booking and spread the cost by paying a deposit of approximately a third of the total holiday price. We’ll then send you a reminder to pay the full balance which is due no later than 9 weeks before your holiday.
If you have to cancel your holiday, please let us know as soon as possible in writing (email/post). Confirmation of your cancellation will need to come from the lead party member (the initial booker).
We will let you know whether you may be entitled to a partial refund of the accommodation cost, although the booking fee and other agent charges are non-refundable. For more information, please see our booking terms.
The cancellation conditions may vary depending on the property, so please check the information in your booking confirmation email.
Many of our holiday properties will welcome a dog and some are happy to accept more than one dog. Please see the property description on our website for details. There is often a small additional charge for your dog(s) which will be made clear to you as you book.
Assistance dogs are allowed in all properties, however, you must notify us of the intended presence of any assistance dogs, prior to making a booking.
Please note pets should not be left unattended in properties and that they must remain downstairs and off furniture at all times. You, as a pet owner, will be responsible for removing any evidence left by your pet and reimbursing the owner if any damage is caused. Please note that if a property is shown to have an ‘enclosed’ garden, this does not necessarily mean that it is secure for your pet as it may be enclosed by hedging or open style fencing.
We understand that some visitors have special requirements in terms of access to a property or the facilities needed within it. When searching for properties on our website, you can use the filter section to select only properties that have accessibility provisions. If you need further advice or help, please contact us and we will be pleased to help.
The total number of people staying at a property must not exceed the number stated in the property description. However, for infants, we can check with the property owner as this may be possible for an extra cost.
ACCOMMODATION QUESTIONS
Our properties have an all-inclusive price for fuel costs excluding an additional charge for electricity for EV Charging if requested or other fuels which must be provided by you such as logs for an open fire, or charcoal for a BBQ.
For every property, we aim to include the status of parking within the property description. Some properties have plenty of parking available, but other ones may have roadside parking, or suggest you use a public car park. If you will need a parking permit or scratch-card, we will either provide this for you, or give you full details of how to obtain one.
All our properties provide bed linen and towels, unless otherwise stated in the property description. You will need to bring your own beach or swimming towels. Please note: we don’t supply any linen or blankets for cots, you will need to bring your own
All of the properties in our collection are self-catering, this means that you will need to bring your own provisions. Owners are not required to leave any store cupboard items in the property. Some may go beyond that and provide a welcome pack which may include some day to day items. Any items left for you are at the owners’ discretion but you are most welcome to use them during your stay.
Your accommodation will be equipped with crockery, cutlery and cooking utensils. Some properties supply a highchair, cot or travel cot (as indicated) with mattress, but cot bedding is not supplied.
Where properties have dedicated EV charging points they will be advertised. The property details may also include any relevant information such as power levels provided and additional charges if applicable.
Vehicles should NOT be charged at properties without dedicated EV charging points. Most properties will have standard domestic supplies which do not support vehicle charging.
An enclosed garden means that walls, hedges, or fences surround the garden at the property. This, however, does not necessarily mean that a garden is dog proof/child friendly i.e. a dog may be able to get under a hedge or a child over a fence.
The majority of properties that have a swimming pool make no extra charge for the use of the pool unless where indicated. Not all pools however, are heated or have guaranteed exclusive use. For outdoor pools, the period they are open is usually from late May to early September, depending on the weather. Swimming pools are unsupervised unless stated in the property description. Children must be supervised at all times whilst using the swimming facilities. Whilst every measure possible has been taken to make the swimming area as safe as possible, all facilities are used at your own risk.
Where Wi-Fi is advertised, please note that its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for pleasure not for business purposes. Properties with wireless internet access will show it in the property description. Sometimes, particularly in more rural areas there may be properties where internet access is intermittent or even on occasion unavailable for a short period of time because of the distance to the nearest BT exchange and its remoteness. As in most properties the strength of the wireless signal can vary throughout the property and in some of our older properties the thickness of the walls may prevent wireless internet access in certain rooms or areas on site, so please bear this in mind – where we can we will let you know about these. You may have noticed statements such as “wi-fi available in the kitchen” and “wi-fi available in games barn only” written in a few property descriptions. If this is important to you and you are unsure about the quality of internet access in a particular property then please ask, we are here to help.
All of our properties are non-smoking inside. Some properties however, allow smoking outside. This will be stated in the accommodation information.
Some properties are equipped with the luxury of a hot tub (subject to certain rules and restrictions). Please refer to the property description for information. We also offer a hot tub hire service. Please get in contact with us if this is of interest.
Whilst many of our older properties have charm and character, some were built before the days of damp proofing courses and cavity insulation. As a result, sometimes they have a tendency to be damp and despite the care we take when inspecting a property, damp patches may occasionally appear especially after a long wet winter or through condensation if windows have not been left open to allow air to circulate. Please also remember that should traditional cottage features (steep stairs, uneven tiled floors, or low beams for example) be a problem for any member of your party, we are here to discuss your requirements allowing you to make the decision that the property suits you and your party.
Please remember that cottages in the country do attract cobwebs. It does not mean that the cottage is dirty or has not been cleaned as country dwellers will tell you webs can be spun almost as quickly as they have been cleaned away. Some of our properties, particularly in remote areas, may have a private water supply from a spring or well water. In rural areas, please be tolerant of the sounds and scents that you may experience, they are all a part of countryside living.
POST BOOKING QUESTIONS
You will automatically be sent a balance payment request with a link. If you follow the link, you will be able to complete your payment.
If your holiday is less than 9 weeks from the day you book, you will be required to pay the full balance at that time.
If your holiday is more than 9 weeks away when you book, you can pay a deposit with the remaining balance paid no later than 9 weeks before arrival.
Before the start of your holiday, you will receive written confirmation containing information on how to access your property when you arrive. You will also be sent a digital welcome guide.
Arrival and departure times can be found on the property description and will also be stated in your final booking confirmation.
We ask that the property is left in the same state of cleanliness and general order as found.
On our website, you will find feedback written by previous guests. We do ask that all feedback that is submitted is fair, appropriate, legally acceptable and relevant so that it may be used. The company reserves the right to decide what is published.
You will receive a booking confirmation when a deposit payment has been made. Further confirmation, along with directions to the property, will be sent when your holiday is paid in full.
Please call the number provided on your final booking confirmation as soon as possible so that we can help you locate any item(s) left behind and arrange for this/these to be sent back to you. A minimum fee of £20 may be applicable to cover the cost of returning any item(s). We expect the return of any item(s) to take up to 14 days, and any item(s) not claimed after this time will be appropriately disposed of. We cannot accept responsibility for any personal belongings left behind
We aim to provide a high level of customer service and want all of our guests to be completely happy with their holiday. However, things can be missed and if this is the case the matter should be brought to the attention of the property owner / caretaker on the number supplied on your final booking confirmation as soon as possible. If you are unable to resolve the matter with the property owner/caretaker, we are here to help. Please don’t leave it until your last day or leave it until you have returned home to speak to us about any problems as we are then no longer in a position to help.
We expect that a certain amount of wear and tear is inevitable, and this applies to the occasional smashed glass or broken plate.
However, if something does get damaged while at the property, please call the number supplied on your final booking confirmation at the earliest opportunity so that it can be fixed or replaced in time for the next holidaymakers.
It is sometimes reasonable to expect to pay for more serious damages and breakages such as incidents to carpets, sofas, broken windows etc.