Accommodation - Frequently Asked Questions

Based upon your chosen category (Accommodation), here are the most commonly asked questions about using the website and taking a holiday with us. Please click on one of the questions to view the answer:

Most frequent questions

Looking for more Frequently asked questions?
Choose a category:
If you cannot find the answer to your query in one of the above categories please click here for our contact details.

How can I check what amenities properties have?

All properties on the site have a full description of services and facilities available. These can be found in the 'Property Description' and 'Features of property' sections of the property page on the website

For example:

In properties advertising WI-FI please be aware that this facility cannot be guaranteed to be available due to the unpredictability of service providers

Will my property have a Fridge / Freezer / Cooker?

All properties have fridges and cooking facilities as standard and therefore are not shown within the property description. If the property has a freezer, it will be shown within the property features (as below) All properties on the website have a description of services and facilities available. These can be found in the 'Property Description' and 'Features of property' sections of the property page on the website. For any queries you can e-mail us or call us on 0845 268 0760.

For Example:

Can I take my pet with me?

Many properties featured on our website or in our brochure accept pets from as little as £25 per pet, per week or short break.

The property description shows when pets are accepted by the property owner. Some properties allow more than one pet and this will also be noted in the property description. Please note that certain dog breeds are subject to the owner's approval. Please also see our booking conditions.

If you are taking your pet with you, you must:

  • Keep your pets off the furniture.
  • Exercise your pets outside the garden.
  • Remove pet hairs from carpets before you leave.
  • Do not leave your pets unattended in the property or garden.
  • Do not allow pets upstairs or in the bedrooms.

It is stated in the property details when pets are not permitted at a property. However, registered assistance dogs are allowed in all properties featured on our website or in our brochure, even where the property description states that pets are not allowed.

Customers with allergies should be aware that we cannot guarantee that an assistance dog has not stayed in a chosen property recently or that the property owner has a dog that sometimes occupies the property. We cannot accept responsibility for any suffering which may occur as a result of such animals having been present. For any queries you can e-mail us or call us on 0845 268 0760.

When will I receive the driving directions to the property?

When you have paid the balance of your booking, we will send a final confirmation including arrival directions, key collection information and owner contact details. The details will be sent to you either by post or e-mail, depending on your chosen method.

What time should I arrive at and depart from the property?

In the UK and Ireland, the normal earliest arrival time is between 3pm and 4pm, arriving no later than 8pm. When you have paid for your booking in full, you will be sent details of how to find your property, contact details for the owner or caretaker and where to collect the keys on arrival. Your arrival time will be confirmed within the confirmation details. Please let the owner or caretaker know your estimated arrival time.
For overseas bookings the arrival times is usually between 4pm-8pm.
On your departure day, you are required to leave your property by 10am. This is to allow the owner or caretaker sufficient time to prepare the property for the next arrivals.

How can I tell if a property is suitable for a wheelchair user / person with restricted mobility?

All property descriptions on the website will include information that should guide you. If you are in any doubt please e-mail us or call us on 0845 268 0760. We feature many properties that are all on one level or have bedrooms and a bathroom on the ground floor. Some properties may have wider doors for wheelchair access and downstairs wet rooms and we will be happy to help you locate these properties if you tell us about your exact requirements. Please also see our booking conditions.

Can I take an extra person / infant?

The maximum occupancy of a property is always noted in the property description on our website. It is a condition of booking that you must not allow more people than the property description states to stay in the property.
Infants under the age of 2 years are accepted if there is a cot provided at the property. If a cot is not provided but you are able to take your own, we can check with the property owner to see if the property would be suitable, please e-mail us or call us on 0845 268 0760.

For Example:

What do the property grades mean?

All the properties within our collection are inspected by our expert Regional Managers. Properties in the UK are quality graded to the high standards of VisitEngland or VisitScotland. Properties in England are awarded VisitEngland stars. Properties in Scotland are awarded VisitScotland stars. Properties in Wales and Ireland are graded to the same exacting standards.

The more stars the higher the quality and the greater the range of facilities and service provided. To achieve higher star ratings, an increasing level of facilities and services are offered. A quality score is awarded for every aspect of the layout and design of the property, the ease of use of all the appliances, the comfort of the beds, the range and quality of kitchen equipment and, most importantly, the cleanliness.

Will I need to pay for the property to be cleaned?

All properties are cleaned between arrivals so all you have to do when you get there is unpack and put the kettle on. In the UK there is no extra charge for cleaning, unless extra, heavy cleaning is required after you leave, or you do not leave the property and its contents as you found them.

For France and Italy a final cleaning charge may apply, this would be confirmed during the booking process.

Please see our booking conditions for full details, especially the 'Your property' section.

Will there be a garden and / or parking facilities at the property?

Most properties offer space for off-road parking; details are stated in the individual property description. If a property has on-road parking, please note that no guarantee can be provided about the availability of such parking. Gardens are also included as part of the property description, you must not leave children or pets unsupervised in the garden. Please note that where an enclosed garden exists this does not mean impenetrable.

Are bed linen and towels provided?

Most property owners provide linen and towels at no extra charge, and if this is the case, it is stated in the property description. If linen is supplied, this does not include cot linen which you should bring for cots (including pillows and blankets or duvets). Some property owners prefer to hire their bed linen and/or towels. If this is offered, you must remember to request this at the time of booking. If bed linen or towels are not provided they will not be listed within the property details.

Will there be a TV at the property?

All properties have a standard TV unless otherwise stated. Unless advertised this does not include services like Sky and Virgin. For TV in overseas properties, services are in the local language unless otherwise stated. Please be aware in rural areas TV signal can vary.

Will I need to pay for fuel?

In most cases, there is no additional charge for electricity, gas or other fuels to heat the property, including water. Where charges are made, this is detailed in the property description or you will be made aware when booking the property. Sometimes electricity/gas is supplied using a slot or card meter, so please check and if necessary have a supply of coins with you. Water heating may form part of a general charge for heating, so a small charge for water heating may be levied even in the summer months.

Will I need to pay a security deposit?

Some property owners may require a payment of a security deposit in cash or by cheque (local currency). The amount will be advised to you before you book and will be shown on your confirmation. The security deposit will be refunded by the owner (less any costs for breakages, damages etc. if applicable). Please see our booking conditions for full details.

Will there be cots and highchairs at the property?

Many property owners provide cots and high chairs free of charge, but please note that where they do so, they may not necessarily offer other infant equipment. If you require more baby equipment it may be useful to look through our Baby & Toddler range, where more equipment is provided, click here for further details. Cots and highchairs must conform to British or European standards. If they are damaged or deficient in anyway please advise the property owner.

I need a property with easy walking access?

Many of the properties we feature are all on one level with no internal stairs or have at least one bedroom and a bathroom downstairs. Where a property is described as having easy walking access, a visitor using a walking aid should have no difficulty in gaining access to the principal rooms (sitting room, dining room, the kitchen, one of the bedrooms, a toilet and a bathroom or shower room) and the garden. Please ensure at the time of booking that the property matches your individual needs, particularly relating to access to the property and garden. Simply call us and we'll be happy to give you further details.

What should I do if I have a complaint about my property?

We work very hard with all property owners to ensure that you will have an enjoyable stay. However, in the unlikely event that you are dissatisfied with your accommodation, then it is very important that you inform the owner or caretaker straight away and do not wait until you return home, when the chance of actively helping you has passed. The owner or caretaker contact details can be found on your confirmation.
Even if you think nothing could be done to make your situation better, you must say something during your stay. If you are dissatisfied with the response of an owner or caretaker, please contact us while you are still at the property. Do not wait until you return home. Please see our Booking Conditions for further information on the complaints procedure.

When are swimming pools available / open?

All properties on the site have a full description of services and facilities available. These can be found in the 'Property Description' and 'Features of property' sections on the property page on the website.
In properties advertising WI-FI please be aware that this facility cannot be guaranteed to be available due to the unpredictability of service providers.

Is there parking at the property?

All property descriptions on the website will include information regarding parking facilities if it is available.

For Example:



Low deposit only £25

1. These terms and conditions should be read with the Booking Conditions and insurance information in our brochures or on our website. Especially note Sections 2, 4 and 7 of the Booking Conditions
2. Offer applies only to bookings for 2014 which are booked before 13th April 2014.
3. The low deposit payable under this offer is £25.
4. Does not apply to properties that sleep 10 or more.
5. The difference between the £25 low deposit and the usual deposit shown in our main brochure or website is payable with the balance payment, which we must receive no later than 8 weeks before your booking starts, or at the time of cancellation if you cancel your booking. This payment will include all applicable charges as detailed on your booking confirmation, including any insurance premiums and any Ferry costs. If payment is not received in full on time, we can treat your booking as cancelled by you for a non-refundable reason. If this happens, you will be responsible for cancellation charges (as shown in our main brochure or our website) including any deferred Booking Fee, Personal Travel Insurance and Ferry crossings that you have chosen to buy, all of which must be paid immediately..
6. Not available with any other offer except offers featured in our main brochure.
7. Depending on popularity and property availability, this offer may be extended or withdrawn.