City Breaks - Your questions answered
To quickly and easily resolve queries, we have compiled a comprehensive list of A – Z Information
Common questions with your booking
- ALTERATIONS TO BOOKINGS - What's the position if I make a change to my booking once it
has been confirmed?
Once a booking has been confirmed by us, alteration fees will apply should you require us to amend or
re-invoice your booking for any reason. See point 5 of our Booking Conditions.
- COMPLAINTS - What happens if we encounter problems on our holiday?
If you encounter any problems whilst you are on holiday, you should contact the accommodation owner/manager
so that remedial action, where possible, can be taken. If your complaint remains unresolved, you should
contact us on 0345 604 3881.
- EXTRA PERSONS - What does it mean when the website says accommodation sleeps “2-4” or
“4-6” etc. Do I have to pay for the extra people?
Some accommodations allow extra persons on sofa beds or other additional beds. The maximum number of persons
is always clearly shown in the description. In some cases, there is an extra person charge, and where this is
the case, it will be shown on the price panel. This charge is per week or short break. It is forbidden for
unauthorised or undeclared visitors to stay in your accommodation, as this nullifies the insurance in the case
of an accident. See point 3 of our Booking Conditions.
- GROUPS & PARTY BOOKINGS - If I can't find an apartment big enough for my party how can
If you want to make a booking for a large family or group of friends, please call our booking team on 0844
847 1356. They may be able to help you to book adjacent or adjoining accommodation at the same location.
- SAFETY AND SECURITY DEPOSITS- Will I have to pay a security deposit?
Some apartment owners may require a security/safety deposit, details of which are included at the time of
booking and on your booking confirmation
Common questions with your accommodation
- ARRIVAL AND DEPARTURE - What days and times can we arrive at and leave our apartment?
Breaks at most apartments can start any day to suit you but where there is a set start day it is clearly
shown in the apartment details. Instructions for finding your apartment will be sent to you with your booking
confirmation. Please follow the guidance times for arrival in the apartment description and on your booking
confirmation. Please do not arrive any earlier than this as time is needed to thoroughly prepare your
accommodation between visitors. If you are expecting to arrive later than your specified arrival time, please
telephone the apartment owner (as detailed on your confirmation) to make arrangements. Please ensure that you
leave your apartment by the specified time stated on your booking confirmation. Many apartment locations
offer concierge facilities if you arrive earlier and need to leave your luggage.
- BED LINEN & TOWELS - Do we need to bring our own bed linen and towels?
All apartments provide bed linen free of charge and beds are made up ready for your arrival. All apartments
provide a weekly linen and towels change as standard. Cot linen is not provided - please bring sheets,
pillows and duvet/blankets with you. Most apartments provide towels (one bath and one hand towel per person),
and in some cases a small charge is applicable - please check individual apartment descriptions for details
of what is provided. Any towels provided must not be removed from your apartment during your stay.
- CHRISTMAS & NEW YEAR BOOKINGS - Can I book for Christmas and New Year online?
At some locations, there may be a change to the normal start day for Christmas and New Year bookings to
fall into line with the days of the week on which these holidays fall.
- CLEANING - Is our accommodation cleaned between and during holidays?
Your accommodation will be thoroughly cleaned before your arrival. As a limited amount of time is available
to clean between holidays, please help us to maintain our standards by leaving your accommodation and its
contents in a clean and tidy condition. Cleaning is not provided during your holiday.
- ELECTRICITY & GAS CHARGES - Will we have to pay extra for electricity and gas?
The accommodation description will tell you whether electricity and gas charges are included in the hire
charge, or whether they are at extra cost. If charged by meter reading, this will be payable at the end of
your holiday. If gas or electricity is by card or coin meter, you will need cards (available from reception),
or you should take a supply of £1 or 50p coins with you.
- HOUSEKEEPING/MAID SERVICE - Is the apartment cleaned between and during stays?
Your accommodation will be thoroughly cleaned before your arrival. As a limited amount of time is available
to clean between stays, please help us to maintain our standards by leaving your accommodation and its
contents in a clean and tidy condition. Weekly maid service/housekeeping and linen change is usual, but at
some apartments you can pay an additional fee to have your apartment cleaned more frequently - sometimes
daily or twice weekly. Details of this service (and any extra charges for optional daily or mid-week
cleaning) will be shown on your booking confirmation.
- PAYMENT, DEPOSITS & CONFIRMATION - How do I pay for my stay and when will I receive my
If you are booking online, you simply pay by card following the simple instructions from the 'quote and
book' button when you have found your chosen holiday.
If you are not booking online, it is
quickest and easiest to pay by card over the phone, Just have your credit or debit card details ready when
you make your booking, whether online or by phone.
You can also pay by bank transfer.
bank account details are as follows:
Account Name: Vacation Rentals (UK) Ltd
Sort Code: 20-78-91
Account Number: 33032841
For overseas visitors, our Swift Code
is ABNA GB 2L and our IBAN code is GB68 BARC 2078 9133 0328 41.
Please ensure that you quote
your Booking Reference Number. All relevant bank charges must be paid by you and it is the amount that we
receive that will be credited to your booking. You must pay the exact and full amount as shown on your
If you want to redeem Hoseasons Gift Vouchers against your booking, please book by
phone on 0844 847 1356.
If you are booking by phone, payment can be made by cheque or postal
order, payable to Vacation Rentals (UK) Ltd
Please note that this will not secure your
holiday unless we receive the payment within four days of your telephone booking.You must write your name,
address, Booking Reference Number and contact telephone number clearly on the reverse of the cheque or order.
Please also indicate if the booking has been held in a different name.Then post to: Hoseasons
Finance Department, Spring Mill, Earby, Barnoldswick, Lancashire, BB94 0AA.
- PETS - Can we bring our pets with us and will we be charged?
Some apartments welcome one or two well behaved pets, and where this is so, it is clearly shown in the
apartment description. In some cases a charge is applicable for pets – this is also shown in the apartment
description. Where no charge applies you may be asked to sign a disclaimer accepting liability for any damage
caused and/or cleaning costs incurred as a result of any pets staying with you in your apartment. Remember
that pets should not be left unattended in the property. There are restrictions on some breeds and on some
animals other than dogs at some locations (see point 16 of Booking Conditions).
If you are in
any doubt, please check with our booking team on 0844 847 1356.
- SMOKING BAN - Does the smoking ban apply to your apartments?
Smoking is prohibited in all enclosed public places and work places in the UK. This means that smoking will
not be permitted in communal areas, including onsite restaurants and bars. No member of your party is
permitted to smoke in a property listed as no smoking.
- STANDARD EQUIPMENT - What equipment will be in our apartment?
The apartment descriptions have been carefully prepared to tell you as much as possible about the
accommodation location, style and facilities. All the properties have been carefully chosen and are inspected
to ensure that they maintain our high standards. Your apartment will be equipped with the following as
standard: a cooker; fridge with ice box; tea and coffee making facilities; iron and ironing board. There will
also be a television, bed linen, cooking utensils and ample crockery and cutlery.
- TOURIST BOARD GRADINGS - How can we be sure of the quality of your apartment?
All apartments featured have been carefully chosen for their quality, and all must meet our rigorous
standards to be included. They are inspected to ensure that these standards are maintained. Some apartment
owners have chosen to register their accommodation with VisitBritain, VisitWales or the Scottish Tourist
Board, and this may mean that the property has been graded (1-5 stars) under the relevant tourist board
scheme. If, however, an apartment is not registered, and no grading is shown, it does not imply a lesser
- ASSISTANCE DOGS - Can I bring my guide/hearing dog and will I have to pay?
Registered assistance dogs will be accepted free of charge at all locations on this website, subject to
availability of suitable accommodation.
- CANCELLATIONS - What should I do if I need to cancel my holiday?
If you have to cancel your holiday, please call us immediately. You must then confirm this cancellation
in writing, as the cancellation is not effective until we receive your written notification. See point 6 of
our Booking Conditions.
form is available here.
- DISTANCES - How precise are the distances on the website?
All distances given on this website are approximate, and for guidance only.
- FACILITIES - Do I have to pay for any of the facilities at the holiday park, or are
they open all the year round?
The location details list all facilities that are available, all applicable dates, and also whether they
are included in the hire charge, or charged extras. Check with our booking team to clarify the cost of any
of the facilities, or ask for details on arrival. Opening dates and times may vary, and there may be age
and/or height restrictions on certain facilities and activities. Some activities may also require adult
supervision. You should check with us when making your booking to be sure whether facilities or activities
will be available to you and all others in your party. Entertainment and children’s activities are usually
free, but sometimes a club membership fee is charged.
- EXTRAS Do you offer any extras?
Extras may be available (as shown in the apartment description) and these can be ordered at the time of
booking. Extras include: extra bed, z-bed, travel cot, cot, highchair, baby pack, welcome pack, breakfast
pack, children’s activity pack, breakfast, fresh flowers and champagne.
- GIFT VOUCHERS - Do you offer Hoseasons gift vouchers?
Hoseasons gift vouchers are a great present idea! They can be redeemed against any holiday featured in any
of our brochures or on our website. You can order online here. Alternatively, you can e-mail us at
firstname.lastname@example.org with your requirements. If you would like to use your Hoseasons gift vouchers to
pay for all or part of your holiday, you will need to make your booking by phone.
- INSURANCE - Do you offer insurance?
Personal Holiday Insurance (including luggage, money and medical) is available.
- KEY COLLECTION - Where do I collect my key?
At some locations you can collect your key from the reception desk. At others, you will be supplied with a
security code to gain access to your apartment. Full details about this will be shown in your booking
- MINIMUM NIGHTS STAY- Is there a minimum duration for apartment breaks?
Apartments have varying minimum stays and some are available for single night stays. When a minimum
duration applies, it is shown in the apartment description.
- PARKING - Is there somewhere I can park near my apartment?
In most cases, on or off street parking will be available near to the apartment and on-site parking is
often available - full details and any applicable charges are clearly shown in the apartment description.
- PRICES - What does the price of the break include?
All apartment prices shown are per apartment, inclusive of VAT in £ sterling and are for the apartment
rental (hire charge) including electricity and gas. Additional items can be purchased when booking on the
booking pages of our website such as, our Personal Holiday Insurance (including Motor Breakdown Insurance),
and any extras (for example, apartment welcome pack).
- SPECIAL OFFERS - Are there special offers on any of your apartments?
There are usually a number of special offers on specific apartments shown on our website. Alternatively,
for more details about offers call our booking team on 0345 498 6060.
- SPECIAL REQUESTS - What should I do if I have a special request?
Please remember it is always worth asking if we can accommodate any special needs or requirements you may
Please check with our booking team on 0345 604 3881.
- VISITORS WITH MOBILITY DIFFICULTIES - Do you have any apartments suitable for a
wheelchair user or someone with restricted mobility?
Where applicable, the apartment “features” panel with the description will indicate an apartment’s
suitability (or otherwise) for visitors with mobility difficulties.
Wheelchair access: Some
apartments have wheelchair access which means that one visitor in a wheelchair should be able to gain access
to the principal rooms* of an apartment so described, although assistance from other able-bodied members of
the party may be required for some manoeuvres. Unsuitable for the infirm This means that the property has a
lot of steps or steep stairs which would be inconvenient for anyone with mobility difficulties. This
description will appear where an apartments suitability is less than could reasonably be expected - for
example, a ground floor single-storey apartment with steps or an upstairs or a two-storey apartment with
especially steep or winding stairs.
*Note: principal rooms means the sitting room, dining-room,
kitchen, one of the bedrooms, a W.C. and a bathroom or shower room.
The application of these
classifications to apartments of widely varied types and ages must, of necessity, be generalised. Please
check details of suitability with our booking team on 0844 847 1356, especially if wheelchair access is
essential. Very few apartments can accept more than one wheelchair, and most are not suitable for wheelchair
users travelling independently.