Frequently Asked Questions
+ How do I book?
Once you have found a property on our website which suits your requirements and the website indicates that it is available, you can book directly online. Just follow the instructions as detailed in the ‘To Book’ Tab. This will lead you to a form to complete with your details. A booking deposit of £150 per week is required with full payment 8 weeks before your stay. If your stay starts less than 8 weeks before your booking date, the full amount is due immediately. You can pay by credit card or bank transfer. If you have any problems you can call us the on 01929 471087 or 07973 189395 to reserve your property. Our telephone lines are open 7 days a week until 10pm.
+ What payment methods can I use?
You can pay by Debit or Credit cards via PayPal, (you do not need a PayPal Account) or by you can pay by your own PayPal account; or by bank transfer or cheque. All payments must have cleared prior to the booking commencing.
+ Do you charge a damage deposit?
We normally charge a refundable damage deposit of £100 per booking for up to 2 weeks stay. A higher damage deposit may be made for longer stays and for stays between November and March when we charge extra for gas and electricity. The damage deposit is normally refunded within 10 days after the end of your stay less any charges for damage or additional cleaning. Full details of damage deposits are contained in the Booking Terms.
+ What happens if I wish to cancel my booking
If you have to cancel your booking, the £150 booking deposit is non-returnable. If the cancellation is within 8 weeks of your start date the full accommodation cost remains due. We therefore strongly recommend that you take out holiday cancellation insurance. This is available at low cost from a number of sources on the Internet. In the event of a cancellation we will try to re-let the house and, if successful, will refund any monies paid less the 25% booking deposit which is non-refundable and a 15% administration charge.
+ What amenities does the house have?
There is a full list of amenities in the Properties Details tab.
+ What do I need to bring?
The house is classified as self-catering, however we provide bed linen, hand and bath towels, tea towels. You will need to bring your own beach towels. We also provide a welcome pack which includes tea, coffee (instant as well as sample pods for the Nespresso machine), sugar and milk sachets together with biscuits. We also normally provide enough essentials to get you started such as toilet rolls, soap, shower get, dishcloths, bin bags, clothes washing tablets, and dishwasher tablets. There is also cleaning products is left within the property for use during your stay. We kindly ask that you leave these in the house when you depart.
+ Can I bring my pet?
We sometimes allow pets in the off season subject to certain conditions and an additional charge. Please check with us before booking.
+ Can I bring additional guests?
The maximum occupancy is 5 for each house. It is important you inform us how many guests there are, so we can provide the right amount of towels and bed linen. If you wish to add additional guests after your original booking please let us know.
+ How will I receive the address and keys for the house?
After receipt of your final payment, prior to the start of your holiday, you will receive an email with full details of the house address including the key safe code. The keys to the house will be in the Key Safe so you can let yourself in when you arrive.
+ How can I check on any mobility issues I may have?
Our Accessibility statement can be seen by clicking on the Property Details Tab and then Access Statement Tab. If you have a particular requirement that is not covered by our Access Statement please ask us, we will be happy to help.
+ What time will I have access to the House?
Normal access to your house is available from 3pm onwards on the day of arrival. If you arrive early it may be possible to gain access earlier providing the cleaning has finished. Please text us to confirm.
= How do I contact you if I have a problem?
You can contact us at any time from 8:30am until 10.00pm. If you have a serious problem, such as no water or power or you are locked out, then you can still call us outside these hours. Please refrain from calling between the hours of 10.00pm and 8.30am unless your call is genuinely urgent. In the event of a fire or medical emergency please ring the emergency services on 999.
+ What if I have an issue with the house?
If you have an issue with any aspect of your accommodation whilst you are staying with us, please let us know as soon as possible so we have the chance to rectify matters for you.
+ What if I discover something broken or missing?
Please notify us immediately so we can take any remedial action as quickly as possible. Even if it does not affect your stay we need to know so we can arrange for the issue to be fixed ready for our next guest.
+ When do I have to leave the property?
On the day of departure, we request that our guests leave the house by 10.00 am, in order to allow our cleaning staff to prepare the property for the next guests.
+ How should the house be left?
We kindly request that guests leave the house in a clean and tidy state, with the oven and hob left clean, the washing up done and everything back in position. All rubbish must be cleared and disposed of in the outside bins appropriately. Open perishable food should be thrown away. Our cleaners will be performing a clean as soon as you leave, but changeover time is limited. If the property is left in a particularly poor state we reserve the right to charge you for any additional cleaning that we is necessary.
+ What if we leave something behind?
If you leave something behind, let us know as soon as you can and we can post it onto to you? We may ask you to pay for the cost of delivery.
+ What should I do if I have a complaint?
We hope you won’t have cause to complain, but if you do any complaint received will be taken seriously. Please ensure you tell us about an issue as soon as possible, so that we can endeavour to remedy the issue for you. Please call or text us on 07973 189395.