FAQs

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FAQs

FAQs...

Q.  How do I book?

A.  Once you have decided on which one of our holiday properties you would like to stay in, just simply contact us by email or give us a call on 01983 303 303 (alternatively 'click on' the 'Enquire Now' option/tab found within each property section) when we will send you a Booking Form.  This is normally sent via email but can be sent through the post for those who do not have access to a computer.  You then just simply return the form together with the ‘holding deposit’ and booking fee.

Q.  How do I pay?

A.  The preferred method of payment is by card over the phone.  We accept all major debit/credit cards although there is a small surcharge for credit cards.  There is no surcharge for debit cards.  Cheques can also be accepted but need to be cleared before your booking can be confirmed.

Q.  What is the breakage/damage deposit?

A.  This is sometimes referred to as a security deposit.  It is a deposit we take and hold on behalf of the owner in case there are any breakages or damage during your stay.  On the owner’s instruction, we will withhold part or all the deposit in order to cover the cost of any breakages or damage caused during your stay.  However, breakages/damage is rare and your deposit is normally returned in full within seven days of your holiday ending.  We do retain the right to increase the breakage/damage deposit at our discretion.

Q.  Will there be any additional charges?

A.  Generally there are no additional charges.  Electricity, heating and bed linen is usually included within the rental.  At some properties, where the owner may charge extra for some of these items, this will be indicated within the information given about the property on our web site.  Towels are not always provided and again details will be provided on our website.  If in doubt, it is always a good idea to check with us at the time of booking.

Q.  Do you send out reminders for balances?

A.  On receipt of your deposit, we will email/write to you confirming your booking and advise you of the date when the balance payment is due.  However, people lead such busy lives these days that sometimes it is easy to ‘overlook’ this due date, in which case we will send you a little reminder.

Q.  Is bed linen and towels provided?

A.  Bed linen is provided in almost all of our properties.  Where it is not, this will be stated within the property information on our website.  Bedding for cots is not provided even when normal bed linen is provided.  With regard to towels, please check the property information for each individual property.

Q.  Can I bring my dog/pet?

A.  If a property accepts dogs, this will be indicated within the property information on our website.  Should you wish to bring your dog, then this needs to be agreed with us at the time of making your booking. We will need to know how many dogs you wish to bring, their age(s) and breed.  These details will also be required when completing the booking form.  In some cases, there may be an additional charge for your pet(s).  Pets are not allowed in bedrooms or on furniture.  Rules relating to pets, which are clearly set out in our ‘Booking Terms & Conditions’, must be adhered to at all times.  Please always keep pets under control and never leave a pet on its own in the property.  Where it states that a garden is enclosed does not mean that your dog cannot escape from it.  Should your dog chase or worry livestock, then unfortunately, it will be at risk from being shot by farmers.

FAQs...

Q.  Allergies – pets…?

A.  Should you require a property where pets ‘never’ enter, maybe because of allergy reasons, please check with us before booking.  Please do not assume that owners, who do not accept dogs, have never allowed a dog to stay in the past.

Q.  Can we change the names of the people in our party after we have booked our holiday?

A.  This is not normally a problem.  However, we must know in advance, in writing, the names of all guests, their ages (if under 18 years) and the dates they will be staying in the property.  The total number of guests sleeping at the property must not exceed the maximum number the property is advertised as accommodating.  Owners may restrict the number of times amendments can be made to the party names and numbers.

Q.  How do we find our property on our arrival to the Isle of Wight?

A.  Before your holiday starts, we will send you detailed directions from the ferry terminal on the Isle of Wight to your holiday accommodation.  We will also include the postcode should you wish to use a satellite navigation system.  In addition, we will also include information on where to find your key or whether you will be met by the owner.

Q.  What time can we arrive at the property?

A.  Properties are available from 3:30pm on the first day of your holiday.  On the day of your departure, you are requested to leave by 10:00am.  If a property has different ‘change-over’ times to these, then this will be stated within the property information on our website.

Q.  Can we invite friends/relations over?

A.  Yes.  Inviting friends or relations for a meal etc. is not a problem.  However, they are unfortunately not permitted to stay the night.  Only those people who are named on the booking form and agreed by us are permitted to sleep at the property.

Q.  Who do I contact should I have a problem with my holiday accommodation?

A.  Before your holiday starts, we will send you information on who to contact should you have any difficulties with your property.  This maybe ourselves or the owner direct.  We also operate an ‘out of hours’ emergency helpline service should you experience any urgent problems outside of normal working hours.

Q.  Can I smoke inside my property?

A.  Unfortunately, all of our properties are no smoking.  Guests are permitted to smoke in the gardens but care must be taken when extinguishing cigarettes.  It is also requested that guests do not throw butt ends on the floor.

Q.  Do we have to clean the property before we leave?

A.  Owners do kindly request that their properties are left in the same clean and tidy condition in which they are found.  Properties are cleaned before each let but a proportion of your breakage/damage deposit could be retained for any cleaning required that is considered to be above the norm.

Q.  What if we are not happy?

A.  In the unlikely event that you are not happy with your holiday accommodation, please inform either the owner or ourselves straight away…we are all human - promise.  The owner and ourselves will be very keen to put right any problems that you may have.  Please do not suffer in silence and let any problems that could be resolved spoil your holiday.