Frequently Asked Questions
Making a booking
How do I place a booking?
All our properties are listed on our website. If the dates you need aren’t available yet, please contact us directly to check availability.
How much do I pay now?
If your arrival date is within 8 weeks of booking, you’ll pay the full amount. If your arrival date is outside 8 weeks, you’ll pay 50% of the rental with the remainder due 8 weeks before.
Are there any booking fees?
No! Unlike most letting agents we pride ourselves complete transparency. The price offered is the price you’ll pay, there’s no additional booking fees.
How do I make a payment?
Payment can be made by credit/debit card or bank transfer. You will be responsible for any international currency transfer charges.
What is a security deposit?
A security deposit is required to cover the cost of any damage or breakages to or at the property. The amount varies by property and will be listed on each individual listing. We will hold your credit or debit card details used to pay the deposit or balance of the booking for the security deposit, unless you state otherwise and provide us with alternative debit or credit card details. If you pay via bank transfer we will require card details to hold as a security deposit.
When will I receive confirmation of my booking?
You will receive a booking confirmation within 24 hours of booking. If you haven’t received confirmation after this time please contact us.
Cancellations
What if I have to cancel?
Please {contact us} as soon as possible if you have to cancel your booking. You will lose all monies paid towards the booking, however we will do our utmost to rebook your dates and if that’s possible we will refund you what you have paid towards your booking. We strongly recommend you take out appropriate travel insurance.
Insurance
Do you provide Insurance?
We do not provide insurance at this time. We strongly recommend that you take out travel insurance when making a booking. We also strongly recommend that the policy covers you for personal liability claims in the event that accidental damage is caused during your stay.
House Rules
Can I smoke in the property?
All our properties are strictly non-smoking. Failure to adhere to this will result in an extra cleaning and fumigating fee.
Dog friendly properties
We have dog friendly properties. Our rules are that dogs are not allowed upstairs, on the furniture or in the bedrooms. We also ask that you clean up after your dog in a timely manner. We suggest guests bring their own pet bedding to allow for a comfortable stay.
House Information
Does the property have heating?
All our properties have heating – please see individual listings for specific details.
Is Wi-Fi available?
WiFi is provided at all properties, however we cannot guarantee speed and coverage – especially in rural areas.
What is provided in the property?
Bed linen, towels, all utilities and pre-arrival and departure cleaning is included.
Owners will supply a starter pack of household items to include loo roll, tea towels, washing up liquid, bin liners, soap, dishwasher tablets and washing machine tablets. Please note that if you have a long stay booked you will need to top up these items.
Is there a travel cot and highchair?
Please see individual property listings.
What is provided in the Welcome Pack?
Welcome packs are at the discretion of each individual owner. To find out what is provided in the welcome pack, please contact the owner and/or housekeeper who will be able to advise. Their details can be found in the arrival arrangements.
What should I do if an item is damaged during my stay?
We ask that you contact us on departure if something is broken during your stay so this can be fixed/replaced before the next guests arrive. For more serious/expensive items, the amount will be taken from your security deposit. Please ensure you notify us (Taper House) as soon as possible.
What should I do if I am unhappy with the property on arrival or experience problems during my stay?
We want you to enjoy your stay in our properties as much as possible, so we try our best to ensure everything is perfect for you. However, sometimes things can go wrong or be missed. If you are unhappy or are experiencing problems during your stay, you must notify us immediately to give them a chance to resolve the matter for you. Please do not leave it until you have returned home, as we are unable to help by that point.
I would like to organise catering for my stay, how do I do this?
We would be very happy to signpost you in the direction of outside caterers or any other service providers. Please let us know if you use outside caterers for insurance purposes.
Arrival and departure
Where can I find directions and the postcode for the property?
This will all be noted in the arrival arrangements which are emailed to you once the balance payment has been paid and within a week before your arrival.
How do I access the property?
Some owners will meet you on your arrival. For other properties, the keys will be left in a key safe and we will send you the key safe code by email. This will all be noted in the arrival arrangements.
I have not yet recieved the key safe code, what should I do?
If you have not received details within 48 hours of arrival, please contact us and we will be very happy to help.
What should I do if I am unhappy with the property on arrival or experience problems during my stay?
We want you to enjoy your stay in our properties as much as possible, so we try our best to ensure everything is perfect for you. However, sometimes things can go wrong or be missed. If you are unhappy or are experiencing problems during your stay, you must notify us immediately to give them a chance to resolve the matter for you. Please do not leave it until you have returned home, as we are unable to help by that point.
I have left an item behind at the cottage, can I have it returned?
Please contact the owner and/or housekeeper noted on the arrival arrangements regarding your missing item. They will be able to confirm if the item has been found. They will require your address so the item can be posted back to you. Please note, you will be expected to pay the postage and packing cost for the item to be returned to you. This can be deducted from your security deposit.
What happens to visitor comments and feedback?
We request feedback by email. We share your comments with the property owner and/or housekeeper and in some cases, your feedback will appear as a testimonial on our website and/or social media pages. Please state if you would prefer for the comments not to be used on our website/social media.