FAQs

The maximum number of guests in any property is identified in the property information and you are welcome to bring additional guests provided it does not exceed the maximum occupancy. If you wish to alter the number of guests for your booking, please contact us.

Many of our properties come with a Highchair and a Travel Cot included as standard, but please indicate on your booking form if these items are required. We do not provide linen for travel cots. Cots are suitable for infants under the age of 2 years.

Additional Highchairs and Travel cots can be hired if required.

If pets are allowed in a property, it will be identified in the property information. There is an additional fee of £25 per pet per stay.

During your stay we ask that you refrain from allowing your dog/s in the bedrooms and keep them off of any of the soft furnishings. We also require that you pets have been fully treated to protect them against parasites.

We recommend that you bring your own pet bedding and blankets, as we do not provide these in the property.

We also ask that you do not leave your dog unattended in the property and that you clean up after your dog in the garden area.

Where a property indicates an enclosed garden, we do not guarantee they are escape proof.

Almost all our properties have private parking and the number of spaces available is provided in the property information. Where parking is insufficient for the number of vehicles or not available at a property, a tourist parking permit can be purchased which will allow 7 days parking in any local public car parks. Please contact us for further details and to confirm availability of the scheme.

If the property has an EV charger it will be identified within the property information. Additional charges for the use of the EV charger may apply.

We do not permit the charging of electric vehicles by 3 pin plugs in any of the properties. Local charging outlets are available, and we will provide details of these on request.

• You can book your break online at www.holidaysincroyde.co.uk
• Email – bookings@holidaysincroyde.co.uk
• Phone 01271 611013 between the hours of 8am and 8pm.

We will require a deposit of 25% to secure your booking and until this payment is received your booking can not be confirmed. All bookings are subject to a £60 booking fee, for administrative purposes.

We require the remaining balance to be paid 8 weeks prior to your arrival. Bookings made within 8 weeks of your arrival date we require payment in full at the point of booking.

Please ensure that you are fully aware of all of our Terms & Conditions and Cancellation Policy before booking.

We or the Owner may have to cancel a Booking before the Arrival Date, due to an Event Outside our Control, the unavailability of the Property or the unavailability of key personnel or key materials without which we cannot provide the Stay. We will promptly contact you if this happens.

We will, if possible and as soon as reasonably practicable, offer you:

• alternative accommodation of a similar type, standard, location and price if available;
• different dates for the same Property; or
• a full refund.

As an alternative property is likely to be owned by a different Owner, the advertised cost of the alternative property will be payable by you. If the cost is lower and you have already paid the full amount for the Stay, you will receive a refund of the price difference. If you do not wish to accept the alternative property or another property is not available, you will receive a full refund of all monies paid to us, but you will have no further claims against us or the Owner.

We may cancel the contract for the Booking at any time with immediate effect by giving you written notice if you:

• do not pay us when you are supposed to; or
• break the contract in any other material way.

Choosing the right property is important. we aim to provide as much information as possible about the property on the website and via the photography. All facilities listed in the property are included in the price, this includes Hot Tubs. Should you require further details about a property or wish to clarify any of the information please get in touch via email or by calling 01271 61101 we are always happy to help.

We do not accept responsibility for any items left behind in the property after your holiday. We are happy to return any lost property if it can be identified. There is a charge for the return postage and an administration fee of £10.

Any property that has not been claimed after 2 weeks will be disposed of.

Accidents can happen and we make every effort to ensure each property ready for your arrival. If you find anything broken or damaged when you arrive, please do let us know immediately.

We take a standard security deposit for all bookings of £150.00, unless otherwise stated. Please refer to our booking terms and conditions for further details.

If any of your party have special requirements as a result of mobility or health concerns, please contact us to prior to booking so that we can confirm the property is suitable.

Each property comes with the following provisions as standard :-

• All bedlinen
• A bath sheet and a bath towel per person
• Hand towels, soap, combination shampoo and bodywash and 2 Toilet rolls in each bathroom
• Kitchen pack including, washing up liquid, dishcloth and scratchy pad, dishwasher tablets and 2 tea towels (please note: we do not provide any cooking ingredients including cooking oil, salt or pepper)
• A hairdryer

We ask that all towels provided remain in the property and are not used as beach towels. Beach towels can be hired separately.

A change of linen part way through your stay can be provided for an additional charge.

We are contactable by phone, email and what app throughout your stay if you need help or assistance, or simply have a question about the property or area. If we can not resolve your query over the phone, we are able to visit the property at your convenience to assess and resolve the issue. If an immediate resolution cannot be provided, we will advise on a likely timescale.

We ask that between the hours of 9pm and 7 am we are only contacted in emergencies.

The guest guide is our online House Manual. You will receive an invitation to register for the Guest Guide as soon as your booking is confirmed.

We do not provide hard copies of the guide in the properties as standard, as all of the relevant and most up to date information is included in the online version.

If you need assistance accessing the guest guide please contact us.

All of your arrival information is available to you in the Guest Guide as soon as your booking is confirmed.

You will also receive an email 3 days in advance of your stay, with a summary of the arrival information.

We aim to ensure that your holiday accommodation meets your expectations. If you are unhappy with your accommodation, we would encourage you to contact us as soon as you have a concern so that it can be addressed and resolved.

Complaints not reported during your stay can not be settled after your date of departure. Regrettably, no correspondence can be entered into in the case of complaints made after you return home as it will be difficult to fully investigate and address your complaint.

If the property has WIFI this will be identified in the property information. This is provided free of charge. In general, WIFI speeds are good in the local area, however if you have specific requirements for download and upload speeds you should contact us to confirm the signal coverage in your chosen property. Guests should not use the premises broadband for unlawful purposes.

If you change your mind and would like to cancel your Booking before the Arrival Date please contact us in writing by email or letter with a copy of your Booking Confirmation as soon as possible and we will confirm the cancellation in writing.

If you booked directly with the us and cancel a Booking up to the Departure Date of the Booking the Booking Fee paid when you made the Booking will be non-refundable.

We will attempt to re-let the Property for the period of the cancelled Booking and may provide a full or partial refund of the Booking Deposit.

• In respect of a Property which is re-let for the same value as the original Booking Price, a full refund will be provided less the Booking Fee and a Cancellation Fee.
• In respect of a Property which is re-let for a value less than the original Booking Price, a refund of monies paid, less the Booking Fee, Cancellation Fee and the value of the difference between your Booking and the new booking will be provided.
• In respect of a Property which is not re-let, all monies paid are non-refundable.

We strongly recommend that you take out holiday insurance which includes holiday cancellation.