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FAQs

Please find below some of the questions we are often asked by potential guests, if the answer to your question is not here please call us on 01665 721380 or email us by clicking here.

Quick Links to questions:
Q. I've made a booking online, when will I know that the booking is definite.
Q What is included in the price?
Q. What method of payment do you accept and are there any extra charges involved?
Q. Your price band says a week costs from X, why is the price quoted for my booking different?
Q. When do I get my directions and key collection details.
Q. When should we arrive and depart?
Q. Why isn't it possible to enter the property earlier or depart later?
Q. Who do I contact if any maintenance is required in my cottage while on holiday?
Q. Is smoking allowed in any of the cottages?
Q. Do you accommodate young children and babies?
Q. Can I bring my dog with me to the cottage.
Q. Do you have cottages with an open fire
Q. Which is the nearest Hosptial/Dentist/Police Station/Vet?
Q. Are towels, linen, pillows and duvets supplied?
Q. I'm staying for more than 7 nights will you clean my cottage while I'm on holiday?
Q. Where is the nearest supermarket?
Q. Where are the nearest pubs and restaurants?
Q. Is there a mobile phone signal at my cottage?
Q. Is there Internet access at my cottage?
Q. I see you do short breaks, will you allow a 1 night booking?


Q. I've made a booking online, when will I know that the booking is definite.
A - You will receive a booking request confirmation email as soon as you submit your booking. This automatically flags up to us that a new booking has been requested and depending on when you make your request if there are no details which need to be checked with you, the deposit will be processed and a firm confirmation returned to you by email once this has gone through. Obviously this does depend on the time that you submit your request but as our systems are regularly checked outside of office hours you should hear back from us within 24hours or sooner particularly if there is a problem.

Q What is included in the price?
A - All of the properties include electricity, gas, oil, and logs as applicable, bedding, bed linen, towels are also included. Any exclusions will be noted on the property's listing.
We have given a general idea of the major items included on each cottage's listing, if there is something specific you would like to check on please ring us on 01665 600850, our staff know each cottage well.
The price is inclusive of VAT at the current rate.

Q. What method of payment do you accept and are there any extra charges involved?
We accept most major Credit and Debit cards carrying the Visa or Mastercard sign.
Debit card transactions are carried out free of charge.
Credit Card transactions carry a 3% surcharge.
Pay Pal - we do accept pay pal transactions for online bookings only. Please note that your card will be charged immediately with this option. Should your requested dates then prove to be unavailable (see I've made a booking online question above), you will be fully reimbursed. Pay Pal transactions carry a 3.4% transaction charge.
We accept cheques for deposits and balances where there is at least 14 working days between receipt of the cheque and your arrival date, note that the booking is not firm until the funds clear our bank.
Cash - We do not usually accept cash payments unless your arrival is within 24 hours of booking. This option remains at the discretion of the management.
We apologise that we must pass on the transaction charges levied upon us by our suppliers.

Q. Your price band says a week costs from X, why is the price quoted for my booking different?
A. All of our cottages have a designated start day of the week for 7 night bookings, usually a Friday or Saturday. However, in recognition that our customers may wish to start their 7 day stay on a different day of the week, some of our cottage owners have agreed to operate on flexible start days.  Throughout the year cottage rental price bands change depending on the season, when the price band changes, we have to choose a day of the week on which to make the change from one price band to another, and all of our bands change on a Friday, which means some flexible requests may span two different price bands.  On this occasion you will be charged the price for the number of days in each band, so depending whether your booking goes from a low season to high, or from high season to low and how many days are in each band, you may pay more or less than the 7 day price stated for the day on which you start your holiday.

Q. When do I get my directions and key collection details.
A. The location of each cottage is identified on the cottage listings on our website. Your full written directions including post code and Longitude and Latitude for Sat. Nav. and details of key collection will accompany your balance payment confirmation, this may be by email or in the post depending on how you have identified that you wish to recieve correspondence from us. 
Wherever possible we use email to get information to you, however be aware that bt internet email address sometimes treat our email, which comes from a booking system,  as "spam" or "trash". If you don't receive expected correspondence from us please check your spam and or trash folders, and if you still can't find it don't hesitate to give us a call and we'll sort things our for you.

Q. When should we arrive and depart?
A - Arrival time is usually from 16:00 and we would like for you to vacate the property by 10:00am on the morning of departure. Some properties which are managed by the owners have slightly different arrival times and this will be stated on your booking confirmation. All of our cottages require departure by 10am on the day of departure. In some properties early arrivals and late departures may be possible at the last minute, a fee may be required and times must be pre-arranged and agreed before your arrival. Please call us to check if this is possible on 01665 600850

Q. Why isn't it possible to enter the property earlier or depart later?
In general the arrival time and departure time stated on your booking confirmation is standard for that property, we will try to be flexible, however particularly on larger properties you have to appreciate that it takes a lot of time and effort by our cleaning teams to ready the property between previous guests departure at 10am and your arrival at 4pm, especially to get things right and to the high standards that we know you will expect. If you do happen to arrive early, you are welcome to leave your vehicle at the property and to go off and explore, but please do not automatically expect to be able to leave luggage in the property or to fill the fridge , if you ask the cleaning team and they say no please do not be offended, we want everything to be just right for your holiday so don't want to rush this very important preparation for your stay.

Q. Is there parking at my cottage and how many cars can be parked?
The majority of our properties have parking either off road in the grounds, or on the road outside.  Remember most of our properties are normal residential houses, with garages and driveways, some have had additional areas paved or gravelled to accommodate more vehicles, some parking may be specifically designated especially at apartments and courtyards. The details of the car parking facilities for each property are mentioned in the property listing, where a specific number of cars are stated the size of the vehicle has been based on a typical average family 4 door saloon like an Renault Megane, Ford Mondeo.  
At properties with designated parking the number of cars is non-negotiable regardless of size. Obviously at propeties with non designated parking areas a larger number of smaller cars may fit, similarly if all of your vehicles are large 4 x 4's you may not be able to fit as many,  but if you are unsure it is best to ask, just give us a call on 01665 600850 with the make and model of the cars you wish to bring and we'll do our best to advise on the practicalities.

Q. Relations/friends  touring in a motor home wish to visit overnight is this acceptable?
In the majority of instances we have to say no, there are very few properties with enough space to do so, and accommodate the booked in vehicles of the original party, the properties are not equipped to accommodate or dine more than the intended number, and many of them are not on mains drainage, and extra people will put a strain on the private drainage system.
However there are a few exception, but some caveats apply: 
Firstly there has to be enough room for the vehicle, there are no hook up facilities at any of the properties, or facilities to empty chemical closets or grey water.  Owners who would accept the vehicle will make a charge per night for the vehicle to be parked at their property equating to the equivalent cost of the nearest touring facility.
Please telephone us on 01665 600850 if you wish to investigate this possibility in more detail.

Q. Who do I contact if any maintenance is required in my cottage while on holiday?
A - Contact numbers for caretakers/owners are in the welcome folder or on the notice board of every cottage.

Q. Is smoking allowed in any of the cottages?
A - No, all of the cottages are strictly non-smoking.

Q. Do you accommodate young children and babies?
A - In most of the cottages yes, those few that are adult only will be identified on their listing, but they may allow infants under 6 months in a cot, please ask. Some cottages supply Cot, High Chair and Stairgate as standard.  Family friendly cottages have toys, children's games and DVDs. If there is something patricular you need to check on, give us a call and we can arrange for these to be supplied in advance.
Note that Cot linen is not included at any of the cottages.

Q. Can I bring my dog with me to the cottage.
A - Cottages which accept dogs are listed when you do a specific dog friendly cottage search from the search panel. In cottages which take dogs they are not permitted on the furniture or in the bedrooms. They must not be left unattended in the property unless crated, and persistant barkers will be asked to accompany their humans at all times.
Some properties have been given a special "Pets Welcome" grading by Visit Britain and this logo will appear on the property details
Some cottages may have specific requirements in relation to K9 visitors, this will be listed under the special conditions section of the property's web listing. If unsure please contact us on 01665 600850

Q. Do you have cottages with an open fire
A - Unfortunately not all of our cottages have a fire or a log burner, but many do, you can do a search for "cottages with a fire" on our search facility, which will show those with a fire or with a log burner.

Q. Which is the nearest Hosptial/Dentist/Police Station/Vet?
NHS direct - 08454647
NHS 24 - 08454 24 24 24
Police - Non-999 = 03456 043 043 provide your location to be put through to local facility. (your holiday cottage postcode is on your directions)
Dentist's Surgery (Alnwick) - 01665 602 151 or 01665 602 178
Alnorthumbria VET (Alnwick head office & surgery) - 01665 602516 - also part time surgeries in Rothbury 01669 620638; Seahouses 01665 721800; Wooler 01668 281323.

Q. Are towels, linen, pillows and duvets supplied?
A - Yes, your cottage will be fully made for you on arrival. Bedding, linen and towels are provided free of charge * there are some exceptions which do not provide towels and this is noted on the property listing,  should you require more please ask, (please be aware that additional costs may apply). If you are taking a low occupancy discount, only a certain number of beds/rooms will be made up, this will be pre-arranged with you at the time of booking. If you have any special requirements, please let us know before you arrival and we will be happy to see if the owner can accommodate you. Note that cot linen is not supplied.



Q. I'm staying for more than 7 nights will you clean my cottage while I'm on holiday?
A - All guests staying for more than 10 nights automatically receive a change of bed linen and towels mid stay. If you also wish to have a mid-stay clean this will be provided free of charge but must be arranged pre-arrival.
Should you require any additional linen/laundry/cleaning we can ask the owner to arrange this,  however charges will apply, please give us a call on 01665 600850 we will be happy to help.

Q. Where is the nearest supermarket?
A - Depending on which location you are staying in :
The CO-OP in Seahouses, just three miles from Bamburgh and 2 miles from Beadnell.
There is a Morrisons, a Sainsburys, Lidl and a Co-op in Alnwick.
Berwick upon Tweed has a Tesco, Morrisons, M&S Food, and Asda.
 Tesco Asda & Sainsbury's will do home deliveries to properties in the area. You can place an order online at www.asda.com or www.tesco.com, www.sainsburys.co.uk
Most of the locations of our cottages are near some of the very good independent suppliers, so why not take the opportunity to sample some of our local goodies

Q. Where are the nearest pubs and restaurants?
A - There is a wealth of good dining and pub experiences to be had across the whole of Northumberland. Most owners provide a list of good pubs and restaurants close to the property.

A - This will depend on its location, and the provider you use. Generally T-Mobile and Orange have the best reception on the North Northumberland Coast. But some properties do not have mobile signal within the radius of the house. If this is important to you please telephone us and we will find out the information for you.

A - Each property listing will state if there is interent access, this may be wi-fi or may be wired. Most larger pubs and restaurants in the area provide free internet access if this is essential to you please ask.

A - Where a property allows short breaks there will be a minimum cost associated with the booking. If you wish to arrive for just one night this is perfectly acceptable but the minimum booking cost will still apply. It may be possible to arrive earlier in the day and depart later in the day than the normal times on these occasions and you should make your booking by telephone in order to discuss specific arrangements.