Tel: +44 (0) 1394 389 189
FAQs
Q: How do I book?
Q: How do I pay?
Q: How much deposit do I have to pay to secure my booking?
Q: How much is the booking fee and what is the card transaction fee for?
Q: When does the final balance need to be paid?
Q: Do you keep my card details on file?
Q: What time am I able to occupy the property?
Q: What time must I vacate the property?
Q: Am I expected to clean the property before leaving?
Q: What do I do with rubbish?
Q: What do I do if I have left something at the cottage?
Q: How do I know if a property accepts dogs?
Q: Where will I collect the keys and directions to the cottage?
Q: Do any of the properties allow smoking?
Q: Are the prices quoted, for the property or per person?
Q: Is electricity and heating included in the price?
Q: Do we have to bring our own bed linen and towels?
Q: Do you provide cots and highchairs?
Q: What happens if I need to cancel my holiday?
Q: What are the Booking Conditions?
Q: How far in advance can I book a cottage?
Q: Can you the agents change a booking once confirmed?
Q: Can I, the holidaymaker change a booking once it is confirmed?
Q: Can I find out about the area before I arrive?
A: Booking online Check whether your preferred cottage is available - the green box - "check price & availability" and then follow the steps to complete your booking. Completing the online form automatically confirms the booking so please do check your dates carefully before starting the booking process. Remember to have your card details and the names of your party at hand.
or
Booking via our office - call us on +44 (0)1394 389 189 and we can book your cottage for you over the phone. We will take your name, postal address, telephone number (and email address if you have one). We will then enter these details on our booking system and take payment from you via credit or debit card. If booking 8 weeks or more prior to arrival you have the choice as to whether to pay a deposit or the full amount. Your booking will be confirmed to you by email or post.
A: With the exception of American Express, you can pay using any of your valid credit or debit cards.
Q: How much deposit do I have to pay to secure my booking?
A: The deposit to secure your booking is one third of the basic property rental plus booking fee and the card transaction fee..
Q: The booking fee is £20 whether you are going away for a short break or a two week holiday. The credit card transaction fee is 2.5% of the total value of the booking. There is no transaction fee for bookings made by debit cards.
Q: When does the final balance need to be paid?
A: Eight weeks before your holiday starts.
Q: Do you keep my card details on file?
A: No. We use a secure card system which means that no card information is stored on our system, so please do have your card details to hand if calling to make a final payment.
Q: What time am I able to occupy the property?
A: Properties sleeping 2-9 people are available for occupation from 3 p.m. onwards. Properties sleeping 10 or more are available from 4 p.m. onwards.
Q: What time must I vacate the property?
A: We do ask all holidaymakers to vacate the property they are staying in by 10am on the last day. There is unlikely to be any flexibility on this time due to cleaning arrangements.
Q: Am I expected to clean the property before leaving?
A: We ask all our holidaymakers to leave the property clean and tidy. A thorough clean is done in-between lets by owners but please make sure inside rubbish bins are emptied and rubbish is deposited in the appropriate outside bins. If fires have been used and embers are cool enough we ask you to clean out fires. Owners are very appreciative of holidaymakers who strip beds for hygiene reasons.
A: The property welcome folder will include information on the use of refuse bins and refuse collection days. Please note that glass and bottles are not collected and must be delivered to the nearest Bottle Bank - the location of which will be found in the welcome folder. The clearance of unsorted or excessive rubbish will be charged at cost.
Q: What do I do if I have left something at the cottage?
A: We do ask you to check the property thoroughly before you leave, but if a valuable item has been left contact us. There is a minimum collection and packaging charge of £25.00 (cheques to be made payable direct to the cleaner / owner of the property). The item will be posted on to you as soon as your cheque is received.
Q: How do I know if a property accepts dogs?
A: If dogs are accepted at a property, it will be stated on the property information and if you are bringing a dog, we will send you further guidance on bringing your dog.
Q: Where will I collect the keys and directions to the cottage?
A: Upon receipt of your final payment we will send you full instructions regarding directions, full postal address and information on picking up the keys.
Q: Do any of the properties allow smoking?
A: For the pleasure and comfort of all our guests, all our properties are strictly no smoking.
Q: Are the prices quoted, for the property or per person?
A: All prices quoted are for the basic rental of the property and where applicable include the cost of travel cots, high chairs and dogs. They do not include the booking fee and card transaction fees.
Q: Is electricity and heating included in the price?
A: Electricity and heating are included in the price. Most properties that have open fires as well as central heating do not provide logs or coal. However, logs can usually be purchased locally - see welcome folder for details.
Q: Do we have to bring our own bed linen and towels?
A: Bed linen, towels and tea towels are provided unless otherwise stated; do look on the website at the property you are hiring under Services. Beach towels and cot linen are not provided at any of our properties. We also ask families with small children to provide their own waterproof sheets.
Q: Do you provide cots and highchairs?
A: Some of our properties provide travel and/or cots and highchairs. Please do check the property details on the website.
Q: What happens if I need to cancel my holiday?
A: Unless you have existing insurance to cover you on holidays, we strongly recommend you take out a holiday insurance plan. If you have to cancel your holiday, please inform us by telephone and confirm your call in writing. On receipt of your letter/email, we shall try to re-let the property. If we do re-let it, monies received by us for the re-let, minus the deposit, booking fee and administration charge of £25, will be refunded to the person who made the original booking. If we are unable to re-let the property, all monies paid will be forfeited to the agent and cottage owner. Please read our Booking Conditions for further information.
Q: What are the Booking Conditions?
A: When you make a booking you enter into a legal contract with the owner of the holiday property. The Booking Conditions can be found on our website.
Q: How far in advance can I book a cottage?
A: If prices and availability are shown on the website then you can make a booking. Prices are usually set in late June / early July of the previous year. If the date you are interested in has not been assigned a price, we are still willing to register your interest for the dates required and we will contact you again once prices are fixed.
Q: Can you the agents change a booking once confirmed?
A: Exceptional circumstances outside of our control occasionally arise which could result in the cancellation of a booking by us, for example serious damage to the property or if the owner became seriously ill. If we have to cancel your holiday we will inform you immediately and try to offer you alternative accommodation. If no suitable alternative is available we will refund your money in full.
Q: Can I, the holidaymaker, change a booking once it is confirmed?
A: Once a booking has been confirmed we are unable to change the property, however, at the owner's discretion, it may be possible to change holiday dates. There will be an administrative charge of £25 to do this.
Q: Can I find out about the area before I arrive?
A: Yes, we have a family of informative websites (see www.visit-suffolkcoast.co.uk and www.visit-suffolkcountryside.co.uk) with articles, background information on the area and contact details regarding places to eat, local producers and things to do whilst you are on holiday.
