FAQs

Q: How do I book?
Q: How soon do I have to return my booking form with the deposit?
Q: How much deposit do I have to pay to secure my booking?
Q: How much is the booking fee?
Q: When does the final balance need to be paid?
Q: I have received my booking form and decided not to go ahead with the booking; do I need to notify you?
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 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?

Q: How do I book?

A: Booking online –Check whether your preferred cottage is available and then follow the easy steps to completing your booking. Remember to have your card details and the names of your party at hand.

or

Booking via our office - call us on 01394 412304 and we can book it for you over the phone. We will take your name, postal address (and email address if you have one) and telephone number. We will then enter these on our booking system and send you a booking form to be completed and returned to us with either your deposit plus booking fee or the full amount plus booking fee. Payments may be made by card or cheque but remember that if payng by card a 2% surcharge is added to the total cost to cover bank costs.

Q: How soon do I have to return my booking form with the deposit?

A: To confirm your booking, we ask that your completed booking form, if you have provisionally booked via our office, deposit and booking fee are returned to us within five working days.

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 full amount.

Q: How much is the booking fee?

A: The booking fee is £18 whether you are going away for a short break or a two week holiday.

Q: When does the final balance need to be paid?

A: Eight weeks before your holiday starts.

Q: I have received my booking form and decided not to go ahead with the booking; do I need to notify you?

A: Yes please. A quick call with your booking number is all we need, so we are able to cancel the booking and open up the dates to others.

Q: What time am I able to occupy the property?

A: Properties sleeping 2-9 people are available for occupation from 3pm. Properties sleeping 10 or more are available from 4pm.

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 tied up and in 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, however, this is not compulsory.

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 do give us a call. There is a minimum collection and packaging charge of £15.00 (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 information 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 any 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, they can be purchased locally.

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 have cots and highchairs. If they are not provided there is a local shop in Saxmundham called Charlie Bear’s Children’s Wear that hires baby’s equipment – tel: 01728 602202.

Q: What happens if I need to cancel my holiday?

A: With each booking form we send out, we also enclose a holiday cancellation plan from an independent insurance company, “Travellers Protection Services Limited”. Unless you have existing insurance to cover you on holidays, we strongly recommend you take out a holiday insurance plan.

In the event you have to cancel and do not have any insurance, please inform us by telephone and confirm your call in writing. On receipt of your letter, we shall try to re-let it. If we do re-let it, monies received by us for the re-let, minus the deposit and booking fee, will be refunded to the holidaymaker. 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 cottage. The Booking Conditions can be found on our website.

Q: How far in advance can I book a cottage?

A: We can provisionally book properties a year in advance. Prices for the following year are usually set in the summer of the previous year. If the date you are interested in has not been assigned a price, we can still hold it for you and as soon as the new prices are set and the owner has confirmed they are happy to accept the booking, we will send you a booking form. If you do not wish to proceed with the booking at the updated price, then the provisional booking will be cancelled with no penalties to yourself.

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) with articles, background information on the area and contact details re places to eat, local producers and things to do whilst you are on holiday.