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.

Can I bring my dog?

Most of our cottages welcome one dog, some can accommodate two and a couple can accommodate three. Find out more on our Dogs are Welcome webpage.

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 cottages aren’t 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.

Dogs are not permitted to be left unattended in our cottages without the consent of the owner of the cottage and it’s confirmed in writing via email or text.  If your dog is crated, permission is more likely to be granted if the cottage is detached with no near neighbours.

Dogs must be clean before entry to our cottages, 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.

If any damage or staining occurs inside or outside of the property, you will be charged directly by the owner of the cottage for whatever costs are incurred by them to restore the cottage 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. Extra cleaning costs will be passed on to you by the owner.

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 cottages however.  Our contractual arrangements mean you must adhere to our conditions of booking.  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.

We provide a little treat for your dog on arrival, some poop bags, a towel to use and a bowl full of water.  At certain cottages 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 cottage unattended at any time. View our Dogs are Welcome page for more details.

If you change your mind and decide not, or are not able 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 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 £12 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 charge for accepting debit card payments, but we have to charge 2% for credit card payments as this is charged to us by the credit card companies. We accept Visa, Visa Debit, Mastercard and American Express cards.

Our bank account details:

Lloyds Bank
Sort code: 30-93-71
Account no: 72200860

Are there any charges for paying by credit card?

There is a 2% surcharge for paying by credit card. The reason for this is because we are charged more than this for processing credit card payments with the merchant bank, so we add this surcharge onto credit card payments to help cover some of the costs of accepting payment by credit card.

There is no surcharge for paying by the alternative payment methods of debit card or bank transfer.

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.

 

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 cottages at no extra cost, including cots and highchairs and some cottages have sterilisers, changing mats, toddler steps and bed guards. Please enquire and we can advise what is available at your chosen cottage.

Many cottages also have toys to suit a range of ages.  This is more likely at the family-sized cottages, the one-bedroomed cottages which are usually occupied by couples are unlikely to have any 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 keysafe for her 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 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 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!

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.

My booking is for business purposes, can I reclaim the VAT?

The vast majority of our cottage owners are not registered for VAT, so this is not included in the rent. However the following cottages 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:

Hotspur Cottage
Lane End Cottage
Sunny Cottage
Magdalene House
Coquet View
Grange House at Sturton Grange
Coquet View at Sturton Grange