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 you help?
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 confirmation?
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.
Our bank account details are as follows:
Account Name: Vacation Rentals (UK) Ltd
Sort Code: 20-78-91
Account Number: 40298787
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 confirmation.
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 standard.
- 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.
The cancellation 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 confirmation.
- 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 have.
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.