Frequently asked questions:
How much deposit is required?
We require a deposit of 30% of the holiday accommodation cost, to secure your holiday dates. The remainder - plus the cost of any additional items or charges - becomes due for payment 2 calendar months before the start date of your holiday. Bookings made within 2 calendar months of the holiday commencement date are required to be paid in full. You are given the option to pay for your holiday in full at the time of booking, regardless of the lead time.
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 cheque, 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 charge for accepting debit card payments, but we have to charge 3% for credit card payments as this is charged to us by the credit card companies. We accept Visa, Visa Debit, Mastercard, Maestro and American Express cards.
Are there any charges for paying by credit card?
We charge 3% of the total payment amount for credit card payments, but there is no charge for paying by debit card.
Can you offer any insurance?
If you need to cancel your holiday, we will return any damage deposit we may have received from you, but regret that any booking deposits or rental monies received are non-returnable and non-transferable unless the holiday period is re-let. You are strongly advised to take out independent holiday insurance, for which there are many insurers available on the web, including Cancellation Plan, Tesco Personal Finance, Marks and Spencer, Argos, etc. If we manage to re-let the booking period that has been cancelled, we will refund an amount equal to the income for the re-let period (may be less than originally paid if we need to offer a last minute discount or only a part of the period re-lets) less £25 administration charge.
Is there any baby equipment available such as cots, highchairs, etc?
We have a wide range of baby equipment available to hire at many of our cottages - mostly free of charge - including cots, highchairs, pushchairs, baby baths, sterilisers, etc. and we also have toys in most of our cottages to suit all age ranges. Just select what items you require from the selection on our boking form. The one bedroom cottages, which are generally occupied by couples, don't generally have any toys. However we will happily provide a big toy box full of age-appropriate toys, books and DVD's upon request. Click here for details of our bookable Extras.
I have a dog, is there a charge?
Yes, we charge £20 per week or short break for each dog. We have strict booking conditions relating to the acceptance of dogs to our cottages however and our contractual arrangements mean you must adhere to our conditions of booking. We provide a little treat for your dog on arrival and a bowl full of water. We can also provide dog beds in various sizes upon request for £10 per week or short break and can also provide a dog-sitting service if required, as dogs are not permitted to be left in the cottage unattended at any time. Click here for our bookable extras for dogs.
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 the actual cottage or facilities in the area
Please call us on 0191 388 3752 to discuss. 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 cottage?
Along with your receipt for payment in full, you will receive directions to the cottage - via email if you have provided one. 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 cottage.
Where do I pick up the keys?
You will receive instructions with your receipt for payment. We use keysafes at most of our cottages which require an access code, which you will be provided with alongside directions.
What time can we arrive and when do we have to leave?
You may gain access to the cottage anytime from 4pm on the day of your arrival and need to leave by 10am on the day of your departure. Please do not arrive sooner than this, as we require this period of time - between the last guests leaving in the morning and your arrival - to thoroughly clean and prepare the cottage for your arrival and deal with any maintenance issues that may have arisen.
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 cottage. Where there are open fires or log burners, there is usually only an initial supply of logs and/or coal provided between early October and the end of April. Further supplies can be purchased by you locally and at most cottages you'll find details of a local supplier who will deliver logs to the cottage after placing your order by phone. Details are provided in each cottage.
Are bed linen and towels provided?
Your beds will be beautifully made up for your arrival with top quality bed linen. We use a selection of duck down and polyester pillows and duvets. Please let us know if you have an allergy to feathers and we will ensure synthetic duvets and pillows are provided for you.
Is is possible to have the cottage cleaned and the linen changed part way through our holiday?
For two week holidays, after the first week we will change the bed linen and towels. However if you would like the cottage cleaned and/or the laundry changed at a midway point in your holiday, just let us know and we will advise you of the cost. The charge is determined by the cottage owner and will vary from cottage to cottage.
What happens if something goes wrong and maintenance is required?
Contact details are provided in the Guest Information File in each cottage. Please contact the owners of the property, who will endeavour to resolve the problem as soon as possible. You are advised to leave the door key in the keysafe if you leave the cottage, so the owner's maintenance people can gain access in your absence to resolve the problem.
