Frequently Asked Questions

We’ve put together a list of frequently asked questions which may answer your questions, however, if you still have any queries or questions, then please do send us a message or give us a call on 01539312290

 

COVID FAQ’s

In light of recent changes to the holiday market around COVID-19, we have updated our booking terms and conditions for all bookings made on or after January 1st 2021, to include a clause relating to cancellations as a result of complying with a Government Order, Direction or Advice.

In summary:

  • We will provide you with a refund if you cannot take up your holiday due to complying with a Government-imposed restriction, such as Tier restrictions or mandatory lockdowns.
  • We may provide a refund if you are told to self-isolate as a result of receiving a positive COVID test. The provision of a refund will be subject to you complying with any reasonable request from us to provide evidence that to continue with the Booking would be acting against Government Direction or Advice.

Please read the cancellation in full here (Clause 15).

The Government has released new Guidance regarding collecting guests names and contact details to aid the NHS Test and Trace. This will apply to all bookings with an arrival date on or before the 20th June 2021:

Venues in hospitality, the tourism and leisure industry, close contact services, community centres and village halls must:

  • ask every customer or visitor (over the age of 16) to provide their name and contact details
  • keep a record of all staff working on their premises and shift times on a given day and their contact details
  • keep these records of customers, visitors and staff for 21 days and provide data to NHS Test and Trace if requested.

Hospitality venues have additional requirements and must also take reasonable steps to refuse entry to anyone who refuses to participate.

To comply with the requirements outlined above, after placing a booking, you will receive a confirmation email with a secure link to log into your Guest Portal. In the guest portal, you will be asked to provide the names contact numbers for all guests over the age of 16.

FAQ’s

Our cancellation policy can be found in the Booking Terms and Conditions. This applies to bookings made directly via our website only. For bookings made via Airbnb, Booking.com or similar channels, please check the booking confirmation for the cancellation policy.

Unless otherwise stated on the property page, the deposit amount is 30% of the booking total. The balance payment and any security deposits must be paid no later than 60 days prior to arrival. If your booking is due to arrive within 60 days of placing the booking, then we will require full payment at the time of booking.

For the vast majority of properties, the arrival days are either a Friday or a Monday. Some properties offer flexible arrivals on any days.

When you view the availability calendar, arrival days will be clearly marked by a green circle. Click on the start day and the available length of stays will be shown to you along with the price.

Yes, we can enable the option that allows you to make intermittent payments towards your booking total, subject to the following conditions:

  1. This option is only available for bookings where the arrival date is more than 70 days ahead of the arrival date.
  2. The deposit must be paid in full at the time of booking. Only the remaining balance and any chosen optional extras can be paid in instalments.
  3. The total booking balance must be paid in full no later than 60 days before your arrival date.
  4. A £15.00 administration fee applies to enable this feature.

To enable this feature, please call us after placing your booking or send us a message

Please do not book any external suppliers or service providers without contacting us first so that we can obtain the permission of the Property Owners.

Unfortunately not, we will require a deposit and/or balance payment in order to place a booking.

The majority of properties do allow a dog(s). Each property page will clearly state whether dogs are permitted, how many and if there are any additional charges.

A booking fee, equivalent to 2% of the booking total, is added to all bookings. The booking fee will be itemised on your booking confirmation.

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