Pre-booking questions
You will find that the easiest way to book is online.
Simply find your perfect property, tell us who you would like to stay and when, and click book now.
This will take you through the different stages, including taking your payment.
It is a requirement when booking properties to pay an Accidental Damage Deposit. This will be made clear to you as you book.
The Accidental Damage Deposit is due with the balance of your holiday, it will be cashed on receipt and held by us to be applied against the reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of hire by you or other members of your party.
When will I receive the deposit back?
The balance of the Accidental Damage Deposit will be returned to you within 7 working days after your holiday.
What happens in the event of any damage?
Where any damage is notified to us, we will be in touch with you within 7 days to discuss the claim. Where any such damage caused exceeds the value of the Accidental Damage Deposit, you agree to pay to us, acting on behalf of the property owner, upon written demand, any reasonable costs incurred in making good any such loss or damage above the predetermined amount within 14 days of being notified.
If you need to cancel your booking, please let us know as soon as possible in writing by email, post or using the option within your online account. The cancellation must be confirmed by the lead guest (the person who made the original booking).
Your eligibility for a refund will depend on the cancellation policy you selected at the time of booking. For full details, please refer to our booking terms.
Assistance dogs are allowed in all properties, however, you must notify us of the intended presence of any assistance dogs, prior to making a booking.
Please be aware that pets should not be left unattended in the property and are not permitted in bedrooms or on furniture. You as the pet owner, will be responsible for removing any evidence left by your pet and reimbursing the owner if any damage is caused. Please note that if a property is shown to have an ‘enclosed’ garden, this does not necessarily mean it is secure for your pet as it may be enclosed by hedging or open style fencing.
The total number of people staying at a property must not exceed the number stated in the property description.
Accommodation questions
Our properties are offered at an all-inclusive rate, which covers all heating and electricity costs. Additional fuels, such as logs for the wood burner or open fire, are available on request.
Ample private parking is available on-site. Please refer to the full listing for specific details.
All our properties provide bed linen and towels. You will need to bring your own beach or swimming towels. Please note, following government guidance, if a travel cot is required, it will not come with a mattress, linen, or pillows. Don’t forget to pack your own if you plan to use it.
All properties in our collection are self-catering, so guests are advised to bring their own food and provisions. Owners are not required to supply store cupboard essentials; however, any items provided are left at the owner’s discretion and are available for your use during your stay.
Each property is equipped with crockery, cutlery, and basic cooking utensils. Where available, travel cots are provided, but in line with government regulations, no mattress, bedding, or pillows are included—please remember to bring your own.
Where properties have dedicated EV charging points they will be advertised.
Vehicles should NOT be charged at properties without dedicated EV charging points. Most cottages will have standard domestic supplies which do not support vehicle charging.
An enclosed garden means that walls, hedges, or fences surround the garden at the property. This, however, does not necessarily mean that a garden is dog proof/child friendly i.e. a dog may be able to get under a hedge or a child over a fence.
Where Wi-Fi is advertised, please note that its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for pleasure not for business purposes. Properties with wireless internet access will show it in the property description. Sometimes, particularly in more rural areas there may be properties where internet access is intermittent or even on occasion unavailable for a short period of time because of the distance to the nearest BT exchange and its remoteness. As in most properties the strength of the wireless signal can vary throughout the property and in some of our older properties the thickness of the walls may prevent wireless internet access in certain rooms or areas on site, so please bear this in mind – where we can we will let you know about these. You may have noticed statements such as “wi-fi available in the kitchen” and “wi-fi available in games barn only” written in a few property descriptions. If this is important to you and you are unsure about the quality of internet access in a particular property then please ask, we are here to help.
All of our properties are non-smoking or vaping. If this is an important feature for your holiday, please contact us to check before you book.
Our properties are equipped with the luxury of a hot tub (subject to certain rules and restrictions).
Post booking questions
Before the start of your holiday, you will receive written confirmation containing information on how to access your property when you arrive. These details will also be available in your online account.
Check-in is from 4:00 PM and check-out is by 10:00 AM. Full details can be found in the property description and will also be confirmed in your final booking information.
We ask that the property is left in the same state of cleanliness and general order as found.
On individual property pages, you will find feedback written by previous guests. We do ask that all feedback that is submitted is fair, appropriate, legally acceptable and relevant so that it may be used. The company reserves the right to decide what is published.
If you have provided us with your email address you will automatically be sent a questionnaire email when you get back from your holiday, we would love to hear how your holiday went. As a business, we are continually looking for ways we can improve our service. Our customers’ feedback plays a vital role in enabling us to achieve this.
You will receive a booking confirmation when the payment has been made. Further confirmation, along with directions to the property, will be sent when your holiday is paid in full.
Please call the number provided on your final booking confirmation as soon as possible so that we can help you locate any item(s) left behind and arrange for this/these to be sent back to you. A minimum fee of £20 may be applicable to cover the cost of returning any item(s). We expect the return of any item(s) to take up to 14 days, and any item(s) not claimed after this time will be appropriately disposed of. We cannot accept responsibility for any personal belongings left behind
We strive to offer a high standard of customer service and want every guest to enjoy their stay. However, if something isn’t quite right, please bring it to the owner’s attention as soon as possible using the contact number provided in your final booking confirmation.
Early communication gives us the best chance to resolve any issues quickly. Please don’t wait until the end of your stay or after you’ve returned home to let us know, as it may be too late for us to assist effectively.
We expect that a certain amount of wear and tear is inevitable, and this applies to the occasional smashed glass or broken plate.
However, if something does get damaged while at the property, please call the number supplied on your final booking confirmation at the earliest opportunity so that it can be fixed or replaced in time for the next holidaymakers.
It is sometimes reasonable to expect to pay for more serious damages and breakages such as incidents to carpets, sofas, broken windows etc.
Adverse weather
Our primary concern is always the safety of our guests, owners, suppliers, and team. If there are warnings in place around travel, we would ask guests to make sensible decisions around delaying trips to start their holiday later where required.
If adverse weather affects your booking, for example, a cleaner is unable to reach the property prior to your arrival or adverse weather causes damage to the property, we will let you know as soon as possible about any changes that need to be made to your booking.