Frequently Asked Questions
Can you offer any insurance?
You are strongly advised to independently take out holiday insurance at the time of booking your holiday, for which there are many insurers available on the web, including Cancellation Plan, Tesco Personal Finance, Marks and Spencer, Argos, etc.
If you need to cancel your holiday we regret that any rental monies received are non-returnable and non-transferable unless the holiday period is re-let. We will make the dates available for re-letting within 24hrs of your cancellation notification being received in writing (email preferred).
It is occasionally possible to change the dates of your holiday, but this is not our standard policy and so is strictly at the discretion of the owner of the property you’ve rented and no reduction in the rental rate will be possible if the dates you choose to change to are priced at a lower rate. There is an administration charge of £50 payable for any change in your booking dates or property.
We can offer ‘Booking Protect‘ cancellation protection for a fee of 5% of the total holiday cost, which covers you in case you need to cancel your holiday subject to their terms – which are not as extensive as standard cancellation insurance, so you need decide if this is right for your circumstances and choose which kind of protection is suitable for you. You’ll receive details of this protection at the time of booking, but click on the link above to find out more now. Please be aware that this can only be arranged PRIOR to your holiday being paid in full.
We will make the dates available for re-booking, and if they are re-let we will refund an amount equal to the income for the re-let period (may be less than originally paid if a discount has been applied or only a part of the period re-lets) less £50 administration charge. The booking fee is non-refundable. If the dates are not re-let you won’t receive a refund.
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 01665 710 700 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?
At the majority of our cottages the entry time is 4pm on the day of your arrival, however at some cottages this may be earlier or later, so please check on your Directions and Key Collection Instructions sheet which you will be emailed after you have paid for your holiday in full.
Departure time for most cottages is 10am on the day of your departure, when our housekeeper will arrive to prepare the cottage for the next guests. However, some cottages have different times – although if different, is later than 10am rather than before.
Please do not arrive sooner than the stated arrival time, as we require the whole ‘changeover’ period – the time between the last guests leaving in the morning and your arrival – to thoroughly clean and prepare the cottage for you 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 goose or duck down and polyester 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 cottage, we will arrange that for you, otherwise you are welcome to bring your own.
We provide towels, tea towels, an oven glove and bath mats for your stay. Some cottages offer the complimentary use of bathrobes which you can request upon booking. Please see the facts and features for each cottage to see if they provide them.
What happens if something goes wrong on my holiday and maintenance is required in the cottage?
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.