Information for you...

Arrival and Departure

Arrival and departure day for a full week holiday is usually Saturday, but the start date will be clearly shown by a symbol in the description. Please note that where the start date of the holiday or short break is not a Saturday, the price will usually fall into the following Saturday's price band. Short breaks, where applicable, can start on any day of the week.

Most of the properties are available by 4 p.m. or sometimes earlier. You will receive full details of arrival time, directions and key arrangements after you have paid the balance of the hire charge. You will be given the homeowner's or keyholder's name and telephone number and we ask that you ring a few days before your holiday to discuss arrival times and key arrangements. Please do not arrive early, unless previously arranged, as time is needed to thoroughly clean the property between lets. We also ask that you leave the property by 10 a.m. on departure day for the same reason.

Short Breaks

Short breaks are available in many of our properties from October-April inclusive excluding Bank Holiday weeks and October half term . Three night short break prices are shown in individual property details where applicable. Some properties will be available for short breaks between May-September but only at short notice, the charges for these are shown with the property description. The short break can start on any day and can be from 3-6 nights. Please call for extra night costs. See Electricity and Heating for details concerning fuel costs for short breaks if applicable.

Christmas/New Year

Christmas and New Years Day 2009/2010 weeks will run from Wednesday to Wednesday. Please note that short breaks are not normally available during Bank Holidays, but may be available in selected properties over the New Year period - please ask.

Welcome Pack

Many homeowners provide a welcome pack or tray for visitors and this will be shown by the Cup symbol. What is provided will differ from property to property but the minimum included should normally consist of tea, coffee, sugar, milk and biscuits. Sometimes there will be more provided so do please ask for details.

Prices

Prices for each property are shown on the individual property description. The prices show the basic cost of the holiday. Individual cottages may have extra charges, e.g. linen, heating etc. details of which will be shown clearly in the property description. Cancellation protection is included in the advertised price, see more about this .

Electricity and Heating

Unless otherwise stated, electricity and heating are included in the rental cost. If an extra charge is made, clear details will be given in the property description. This may be a charge payable on booking, on arrival or following a meter reading on departure. Some properties have coin or card meters for electricity and it should be stated in the property description whether £1 or 50p coins are required. Please bring a supply with you.

Fuel charges for short breaks will be made on a pro rata basis unless otherwise stated in the brochure.

Linen and Towels

In most of our properties all bed linen is provided free of charge and this will be indicated by the Bed symbol in the property description. In others you may need to bring your own linen, or it can be provided at a modest extra cost. This will be clearly shown in the property description. In all cases you should bring your own cot linen including duvets and blankets.

Personal towels and tea towels are not generally provided unless otherwise stated in the property description. Where towels are provided this will not include beach or swimming towels. If you are staying in a property for more than one week, linen, when provided, can be changed weekly on request.

Pets

Many of our properties will accept pets and these will display a Paw symbol. More details are given in the property description. Bookings that include pets are taken on the understanding that all flea and worming treatments are up to date. Please remember that they should not be left unattended in properties and that some homeowners insist on pets remaining downstairs and off furniture at all times. You, as pet owner, will be responsible for removing any evidence left by your pet and reimbursing the owner for any damage caused. Please show consideration for guests visiting after you have gone home and bear in mind that some popular beaches do not permit dogs during the summer months. For most properties a charge of £15 per pet per week or £10 per pet per short break will be made.

Extra Persons

Some properties have extra beds or sofa beds; the extra number of persons will be shown as + 1 or + 2. In no circumstances may more than the maximum number of persons indicated occupy a property ( see Booking Conditions 10 ).

Cleaning

All our cottages are cleaned thoroughly between holidays. We would ask that you leave the property and its contents clean and tidy ( see Booking Conditions 11 ).

Alterations to Bookings

We cannot accept a change of holiday property once we have received your payment. We may be able to change your holiday week providing you advise us not less than 6 weeks prior to your original holiday start date. This is not always possible, although if we are able to rearrange this for you, a charge of £35 will be made to cover administration costs. No change of dates is operative until the administration fee is paid and written confirmation is sent to you.

Customer Service

Agency

1. If you are unhappy with any aspect of the service you have received from our staff or your booking and the manner in which it has been handled, please inform us immediately.

Property

1. The contract is between you the Hirer, and the Home Owner, so if any problems arise during your stay, you need to contact the Home Owner, Keyholder or other contact named immediately, who should put the matter right as soon as possible. Contact details are given on your invoice and on your travel directions and will normally be in the cottage too.

2. If after speaking to the Home Owner or Keyholder the matter is not resolved, let us know as soon as possible. Complaints not reported at the time cannot be entertained subsequently and it is regretted that no correspondence can be entered into in the case of complaints made after you return home when it will be appreciated that it is quite impossible for them to be effectively investigated.

3. If you have an urgent problem, then you need to contact the Homeowner or Keyholder. If you cannot contact the Home Owner or the Keyholder, telephone our office on 01603 871872 during office hours.

4. We will do all we can to rectify the matter - if we are unable to do this and in our opinion, your complaint is justified, we will try to find alternative accommodation for you.

i. This may involve an increase or decrease to your holiday cost, depending on the price category of the alternative property.

ii. It may not be possible to re-locate you in high season. In such cases, where you do not stay in your booked property, we will arrange a full reimbursement of the cost of your holiday or part thereof.

5. Our liability and that of the homeowner is limited to the price you paid, except in the case of legal liability for personal damage or injury, for which purpose public liability insurance is carried by the Home owner.

Period Properties

Many of the properties within this brochure are older cottages dating back to the 19th century or earlier. It is important to remember before booking your holiday that part of the charm of such properties are the characteristically low ceilings, doorways and beams. They often have steep and narrow stairs and because of low or sloping ceilings, may have limited clothes hanging facilities. Many were also built before the introduction of damp proof courses and cavity insulation. These points are particularly important to note if your party has any elderly or very young members. Thatched roofs and beams can attract spiders, and cobwebs reappear very quickly after being removed.

We feel that these are aspects of the properties which add character and charm and would not hesitate to recommend them to you given the aforementioned features are understood. This information supercedes previous issues.