Essential Cottage Information

FAQs

HOLIDAY COTTAGE DETAILS

The cottage summary aims to give you an accurate description of the property together with several photographs. In almost all cases your property rental price is fully inclusive, however, occasionally you may find a small charge for additional facilities. In all cases this is stated in the property details. Should you require further details regarding the property or its location please contact us. All of our properties are inspected annually and we are always happy to give you more information.

ARRIVAL/DEPARTURES TIMES

To give our cleaners and Housekeepers enough time to complete the cleaning and sanitising that is needed to keep our properties clean and guests safe, check-in and check-out times at our properties are as standard:

Check-in: 4pm
Check-out: 9am

ACCESS TO THE PROPERTY

All of our properties have a key safe. These can be accessed any time after the scheduled 4pm arrival time. Therefore, should you be arriving at the property late into the evening, there is no need to panic about obtaining the keys from somebody.

You will be sent the travel directions to the property and key safe details upon receipt of your balance payment. If for any reason this has not been received, then please do contact us and we will reissue the information.

LINEN AND TOWELS

All of our properties provide bed linen and almost all provide towels. These will include a minimum of one bath and one hand towel per person. Please check property details. For two week holidays a change of bed linen and towels, where applicable, will be provided and this will be organised through your housekeeper. We do request that towels are not removed from the property and ask that you bring your own beach towels.

COTS/TRAVEL COST

Many of our properties provide a cot or travel cot including mattresses and these are free of charge. Linen is not provided for cots. Cots are normally only occupied by infants under two years. Please check the property description, to see if this facility is available for the property you are interested in.

HIGHCHAIRS

An increasing number of properties are now providing high chairs which are free of charge. Please check the property description, to see if this facility is available for the property you are interested in.

PARKING

Provision for private parking is available at almost all of our properties. On some occasions, where parking is limited on site, a special provision or permit may have been arranged. Details are given in the property description. Occasionally parking will be described as roadside, please check with us regarding any restrictions. Please contact us if you need clarification of parking facilities at a property.

Please note, it is not possible to allow parking at the property prior to your check-in time, or following your departure time. Due to the limited parking at and around the property, it is important that the parking facilities at the property are left clear for Housekeepers and contractors.

Any vehicles parked at the holiday property, left at the property, or using parking instructions provided with the hire of the property are done so entirely at the risk of the owner of the vehicle.

ELECTRIC CARS AND DEVICES

Electric cars are becoming increasingly common and we want to ensure they can be catered for wherever possible. Not all properties will have a suitable and safe place to charge vehicles, so always best to check prior to booking if this is an essential requirement. If a property has the provision of a EV charging Point (accessible to guests), we will then highlight this feature on the property description. We strongly recommend you speak with us or the homeowner prior to arrival to discuss charging arrangements for any electric cars. Owners hold the right to charge additional fees if car charging is felt to be excessive.

We appreciate you may wish to bring electrical devices with you on holiday. These should always be in a safe condition. All our properties will have suitable heating arrangements and cooking equipment so we do not recommend bringing these items with you on holiday. For devices such as electrical heaters or blankets, there could be a potential fire risk, so we will always ask you to discuss such devices with owners prior to arrival.

ADDITIONAL PROPERTY INFORMATION

Before you book a property please ensure that you check with us any points of particular interest to your party e.g distance from amenities, facilities, location, number of steps at property, traffic noise, access, etc. If you have any queries regarding the property, area, or a general query, then please ask. We are a local company with access to and knowledge of, all of our properties, the local area and amenities.

ACCESSIBILITY

We are happy to communicate with you in a format that is accessible so if you have a query please let us know if you would prefer to discuss via telephone, WhatsApp, email or videocall.

Whilst we have tried to make our website accessible including the use of dyslexia friendly text & alt text descriptions we appreciate that it is a work in progress. If you need support looking for or booking a suitable property we are happy to walk through this with you over a call.
Please notify us if you, or any of your party, have any specific access requirements due to mobility or health issues. We can then ensure that the property is suitable for you & if needed advise on other support you may want to access whilst on your holiday e.g. suitable days out that meet your parties needs.

If you have a visual impairment which affects your ability to access the property then please contact us & we are happy to discuss accommodations which may assist you in enjoying your holiday e.g. if possible we may be able to arrange for someone to meet and greet you at the property to do a walk through to assist you in familiarising yourself.

DEFINED WEBSITE DESCRIPTIONS

Properties defined within the descriptions as;

Mobility Friendly – The property has ground floor bedroom and bathroom facilities
Disabled Friendly – The property is adapted to be suitable for wheelchairs
Family Friendly – The property has access to a travel cot and/or highchair and a Smart TV.
Child, Toddler or Baby Friendly- The property allows children or toddlers and will supply a high chair and/or travel cot.
Dog Friendly – Dog(s) are welcome to stay at the property.

PETS

Pets are allowed in many of our properties, unless otherwise stated in the details. However, we cannot accept responsibility for their safety, and they are accepted only on the understanding that they are kept under control. At no time should they be left alone unsupervised on the premises, and we request that they be kept off the furniture and not allowed in bedrooms.

Properties which accept pets do so on the condition that pets have been fully treated to protect them against parasites. On occasion, although a property may specify pets are not acceptable, it may be possible that the owner’s own dog may have been in the property. Please ask if you have any concerns about this, specifically, for example, if anyone in your party is allergic to pets. We will be happy to clarify the position in more detail for you. We receive an increasing number of enquiries of this nature and it is always worth mentioning to us at the time of booking to ensure a trouble-free stay.

A charge will be made of £30 per pet per week or short break. Some property descriptions indicate an enclosed garden, but please note that this does not mean it is totally escape-proof.

Registered Guide and Hearing Dogs belonging to those with visual and hearing impairments are allowed in all Properties at no extra charge. We request that you still inform us if you are bringing a registered guide dog so that we can ensure the property is adequately cleaned after your stay.

SWIMMING POOLS & HOT TUBS

Choosing a property with a Swimming Pool or Hot Tub facility at a property is a great feature and can add that something extra to your holiday. It is important that the hirer understands that it is their responsibility to ensure that children and non-swimmers are supervised at all times and that the use of these amenities are offered entirely at the hirers own risk and responsibility.

When using these facilities always shower before use. Do not use hot tubs or swimming pool if using any medication or suffering from any illness, without consulting with your doctor first. Swimming pools and hot tubs should be used at times where nuisance will not be a factor for neighbouring properties. We request that these facilities not be used past 10:30pm.

MOBILE TELEPHONES

Please note that properties in some locations may not have mobile telephone reception. Please check if this is important to you.

WIFI

Please check the property description to see if Wi-Fi is available. This is offered free of charge but please note that download speeds may vary by location, as can Wi-Fi signal coverage within a property. Details of the Wi-Fi router access code should be in the property but otherwise guests are expected to be IT self-sufficient. Guests must not use the premises’ broadband facilities for unlawful purposes.

SATELLITE TV

Many properties have satellite, Freeview or internet TV packages which can vary in available channels. Please contact us for exact clarification if this is important to you.

RECYCLING & REFUSE

Here at Cottages On The Coast we care a great deal about the local environment. We always encourage our guests to recycle during their stay, not only because it is good for the environment but it helps limit the amount sent to refuse sites.

Instructions on how to deal with your recycling and refuse and what days they are collected will be left in the property.

PAYMENTS FOR YOUR HOLIDAY

You can secure your holiday in North Devon by a deposit payment of one third of the total holiday price. If the booking is made less than ten weeks before the holiday commencement date, the full price of your holiday (including the accidental damage deposit) will be required to be paid at the time of booking.

The balance payment of holiday will be due ten weeks before the holiday commencement date. On receipt of the full balance payment you will receive information on key arrangements and directions to the property.
Payment can be made online via our secure payment system, or by cheque, credit card or debit card. There is no charge for debit or credit cards.

Unfortunately we do not accept payment via; American Express, JCB, Union Pay, Diners Club International or Discovery Cards.

LOSSES AND DAMAGES

Now and again accidents are bound to happen and any losses and damages during your holiday must be paid for. Every effort is made before your arrival to ensure everything is in place. Should you find any difficulties or damage on arrival, please notify the owner or housekeeper or, failing that, email us as soon as possible following your arrival.

ACCIDENTAL DAMAGE DEPOSITS

Some properties require us to take a refundable damage deposit on all bookings. Details are given in the property description. Please refer to our Booking Conditions.

HOLIDAY INSURANCE

Cottages On The Coast do not offer a holiday insurance policy. We would strongly recommend that all guests take out holiday insurance prior to booking.

LOST PROPERTY

We cannot accept responsibility for any items left behind in your accommodation after your holiday, and would advise you to contact the housekeeper of the property directly. Any unclaimed items will be disposed of after 4 weeks. A handling charge or £20 plus postage will be made for the return of left belongings.

SMOKING

All of our properties are specified as non-smoking and we would ask you not to smoke or vape inside these properties under any circumstances.

OLDER COTTAGES

Many of our guests will be seeking an older character cottage. Part of the charm of such properties are the characteristically low ceilings, doorway, beams and steep narrow staircases. These cottages could be over 100 years old and built before the advent of damp proof courses and insulation. Care is taken on inspection to take this into account, however some have a tendency to show damp spots, particularly in long spells of wet weather or properties that are close to the sea. The main cause of this is usually condensation and can be alleviated by opening windows, allowing the air to circulate.

CANCELLING YOUR HOLIDAY

At Cottages On The Coast we do everything possible to ensure you have an enjoyable stay. However, If you do have any cause for complaint about your cottage it is essential that you make contact with the housekeeper immediately so that any problems can be quickly resolved. The majority of issues can be resolved by your local Housekeeper, as they know the property best and can usually remedy most issues.

If the issue cannot be resolved by the Housekeeper of the property please make contact with us in writing at the earliest opportunity during your stay by emailing hello@cottagesonthecoast.co.uk. We will then investigate the matter with the owner of the property and do what we can to rectify.

Our working office hours are between 9am to 5pm. If an emergency issue arises outside of these hours, then please follow the emergency contact details noted in your property pack. Please note an emergency reason would be as follows only; No heating | No water | Serious water leaks | You are locked out of your property. Any other issues will be dealt with as soon as possible on the next business day.

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 difficult for them to be effectively investigated.

Furthermore, Cottages On The Coast cannot accept liability for happenings outside its reasonable control, such as breakdown of domestic appliances, plumbing, wiring, temporary invasion of pests, damage resulting from exceptional weather conditions or the owners’ negligence resulting in loss, injury or accident.

ON LEAVING THE PROPERTY

It important that the property is vacated by 9am on the day of your departure and that no vehicles are left in parking provisions for the property post this time.

We are a family run agency at Cottages On The Coast, so we fully understand the complexities of getting the car packed, getting everyone ready to go and making sure you haven’t left anything behind.

However, it is important that the property is left in an acceptable condition – washing up completed, dishwasher left empty, oven and BBQ clean, etc. This really assists our cleaners and Housekeepers ensuring that they have enough time to get the property ready for the next guests, just as they were able to do for you. We have a placed a departure checklist in the property for your reference.

FEEDBACK FOLLOWING YOUR STAY

We strive to ensure that we provide the best possible service to you, this is why we welcome your feedback. It also enables us to pass feedback to our owners, so we can keep improving the accommodation we are providing.

Please send any feedback via email to hello@cottagesonthecoast.co.uk. Following your stay we will issue you with a short questionnaire and a link to review the property on TripAdvisor. Reviews are greatly received by us and assist future guests on which properties to choose.

Please see our Booking Conditions page for a full list of our terms and conditions.

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