Frequently Asked Questions

We have put together some of our most frequently asked questions.  Should your question not be answered here, we will be more than happy to do so. Get in touch with us on our contact page.

Reservations

Our cottage and apartment availability calenders are always kept up to date

We will always try our best to hold dates of a provisional booking although we are unable to guarantee the dates until the online booking has been completed and a booking conformation issued

Special COVID-19 conditions have been set removing the requirement to make a deposit to confirm a booking.

The date for payment of the accommodation is 7 days prior to the start date of the booking.  The booking payment amount and date to be paid will be specified in the booking form and / or the confirmation email. You will receive an email with a payment link for the accommodation payment when this payment falls due.

All of our Rentals are priced in Pound Sterling (GBP), and will be charged for in this currency.

All local taxes are included in the price.

We use the strongest commercially available encryption technology when you send your credit card details to us.

I am afraid that we cannot accept tickets sent to our office or our rental accommodations. Please arrange to collect tickets from the ticket agent or venue.

There is no charge for children who are 3 years old and under when sleeping in a travel cot.

Should you wish to cancel your booking with us this must be advised in writing by the party leader. You will be liable to cancellation charges, as detailed below, and these will be calculated from date of notice is received by us whether by post or e-mail.

7 days or more notice:  100% of booking price refunded
Less than 7 days notice:  0% of booking price refunded other than cancellation due to COVID-19 lockdown when 100% of booking price refunded

Please note that notice of cancellation will only be deemed to have been effectively given upon us issuing acknowledgement of receipt to you and, where necessary, it is your responsibility to follow up by phone or other means to ensure that we have received your notice of cancellation. You are responsible for arranging appropriate cancellation insurance to cover the risk of you having to cancel the Booking and, for the avoidance of doubt, no such insurance is provided as part of the Booking.

Arrivals & Departures

The standard arrival time is 13pm or later. Confirmation of an earlier arrival time is dependant on whether guests are departing on the same day.  Confirmation of an earlier arrival time can be confirmed 24 hours prior to arrival at the earliest.

We do not have storage facilities at the accommodations. We can provide details of companies offering luggage storage though.

The keys will be left in a key safe at the entrance to the accommodation and keysafe details will be sent on the arrival day.

The check out time is by 10am.  Unfortuantely during the COVID-19 outbreak we are unable to offer later check out times as additional time is required for cleaning.

General Questions

All our accommodations are non-smoking inside. The cottages have plenty outdoor spaces for smoking

Our office hours are 10am to 5pm, Monday to Friday, although we remain contactable 24/7 should an emergency arise.

Terms & Conditions are available to see at the foot of each page of the website and are provided along with the booking form or are available to read while making an online booking.

There is no extra charge for normal cleaning as this is included in the rental. There may be extra charges if the apartment is left excessively dirty. We expect you to leave the apartment tidy without any excessive dirt.

All of our accommdoations are consistently and thoroughly maintained, however, as accommodation may contain many appliances, from time to time maintenance issues may occur, for example, a broken washing machine, please contact us if you notice any faults. This is very important as we aim to resolve all issues to your satisfaction whilst you are staying with us. Unfortunately, if you do not draw to our attention an issue we will be unable to resolve it. We log all issues and aim to ensure that they are resolved to your satisfaction in a timely and efficient manner.

If you have an emergency that requires our immediate attention, such as a flood or being locked out please contact us and if it is outside of office hours please leave a message and we will get back to you promptly.

Try to call us, on the office number, or emergency number given to you at check-in. We will try to get to you to let you in. This is subject to a minimum 50 GBP call out charge, or more if it is late at night and we need to have the keys delivered to you by taxi. Do not under any circumstances try to break in or ring the neighbours buzzers (they will not be able to help you, and this will only make them angry). If you are locked out without our phone numbers, then go to an internet cafe and look at our website to get our office number. If this is not possible, as a last resort go to the police who will give you the number of an emergency locksmith, then call us at the first opportunity. If an emergency locksmith does need to be called out because you are locked out, (and that includes occasions where you leave the key in the lock on the inside of the apartment), you will be charged for their services. Also, if you lose the keys, for whatever reason, you will be charged for replacements, so, again, please make sure that you have travel insurance to cover these costs. Please never leave your keys in the lock on the inside of the apartment when you go out. If you do you will not be able to get into the apartment on your return. You will be liable for the locksmith charges.

We do everything possible to make sure you are choosing the accommodation which is right for you. Make sure you give us as many details about your requirements as possible before you book. However, if you arrive at your accommodations and find that the apartment is not as it was represented (for example, it is a One bedroom and not the Two-Bedroom you reserved, or it lacks heating or any other promised service, contact us and we will do all possible to get you moved to different accommodation or have the problem remedied immediately. Please remember that we cannot do anything unless we know about the problem. Clients who complete a stay in accommodation that lacked necessary services without notifying management cannot expect a refund after the fact-especially since we most likely could have fixed the problem early in the clients’ stay.

Private parking is available at some of the accommodation, where private parking is available this is mentioned under an accommodation entry.  The detailed search function has a parking category which will list all accommodation with parking for the dates you require accommodation. .

We cannot accept responsibility for any loss or damage to your vehicle or belongings however this may be caused.

Bed linen and bath towels are provided in all of our rental apartments. Following our Risk Assessment carried out in light of the COVID-19 outbreak we have had to remove some soft furnishing items, bedspreads & decorative pillows on beds from the accommodation.