Cottages - Frequently asked questions
To quickly and easily resolve queries, we have compiled a comprehensive list of A – Z Information
Booking related queries
- CANCELLATIONS - What happens 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.
- CHRISTMAS & NEW YEAR BOOKINGS - Can I book a cottage 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.
- GROUPS & PARTY BOOKINGS - If I can’t find a cottage big enough for my party how can you help?
If you want to book a holiday with all of the family together or with a large 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.
- PAYMENT, DEPOSITS & CONFIRMATION - How do I pay for my holiday 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: https://www.awaze.co.uk/
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 https://www.awaze.co.uk/
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, Sunway House, Raglan Road, Lowestoft, Suffolk NR32 2LW.
The deposit payment shown in the table below is needed to secure your holiday.
|Property Rental||Deposit||£0 to £199||£70|
|£200 – £299||£110|
|£300 – £399||£140|
|£400 – £499||£170|
|£500 – £749||£250|
|£750 – £999||£290|
|£1,000 – £1,499||£390|
|£1,500 and above||£490|
If you have chosen to purchase our Personal Travel Insurance, we will use part of this deposit to pay your premium to the insurers. This means you don't need to pay us an additional amount at the time of booking to cover your insurance. This also applies to the charge to upgrade to our standard booking conditions. If your booking is within 10 weeks, then the full amount will be required.
- PETS - Can we bring our pet on holiday with us and will we be charged?
Many of our Hoseasons cottages welcome one or two well behaved pets, and where this is so, it is clearly shown in the description. Pets are charged at £25 per pet per week or short break (there is no charge for assistance dogs – see ‘Assistance Dogs’).
Remember that pets should not be left unattended and should be exercised outside cottage gardens. Some beaches prohibit dogs at certain times of the year.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 847 136. Please note: we cannot guarantee that pet-free accommodation will be free of allergens and details. Different terms apply for our sister company 'Dales Holiday Cottages'.
- PRICES - What does the price of the holiday include?
All accomodation prices shown are per holiday accommodation, inclusive of VAT (where applicable) in £ sterling and are for the property rental (hire charge).
The only additional charges to pay are for Personal Holiday Insurance (including Motor Breakdown Insurance), pets (£25 per pet, per week or short break), and any costs shown in the cottage description (for fuel, for example). Extra nights added to short breaks will be charged at one-seventh of the full week rate (applies to nights in excess of 3 for weekend breaks and nights in excess of 4 for midweek breaks).
- SHORT BREAKS - What are my options if I want to book a short break?
Short break availability is clearly shown in the cottage description.
Most of the cottages on our website are available for 3-night Friday to Monday weekend breaks or 4-night Monday to Friday midweek breaks (4 nights for the price of 3). Other start days are available, please call our booking team on 0844 847 1356 for details.
Short breaks are bookable any time in advance, except for:v Easter 21.03.13-12.04.13
May Day 02.05.13-10.05.13
Spring Bank Holiday 23.05.13-31.05.13
Summer Holidays 18.07.13-30.08.13
October Half Term 17.10.13-01.11.13
and Christmas and New Year weeks.
During these periods short breaks can only be booked within 28 days of the holiday start date.
- SMALLER PARTY REDUCTIONS - 20% DISCOUNT! - Do I get a discount if I book a larger cottage than I need?
Where '20% Reduction - xx persons' appears at the bottom of the cottage description, a Smaller Party Reduction applies.
If it's just the two of you, or two plus a child under five, you can save on seven night (minimum) stays on selected properties that sleep between 4 and 6.
This offer excludes peak dates (October half term, Christmas, New Year, February half term, Easter, May Bank Holiday and Spring Bank Holiday) and arrivals between 1st June and 26th September 2013.
The offer will apply according to the start date of the booking length. This will mean that the offer will automatically apply to 14 night bookings, as long as the start date of the booking falls within the offer period.
Common questions with your accommodation
- 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.
- BED LINEN & TOWELS - Do we need to bring our own bed linen and towels?
All cottages provide bed linen free of charge and beds are made up ready for your arrival. Linen is changed weekly (on request) for holidays of more than one week. Cot linen is not provided – please bring sheets, pillows and duvet/blankets with you.
Many cottages provide towels (one bath and one hand towel per person), and in some cases a small charge is applicable. However, not all cottages provide towels, so please check individual cottage descriptions for details of what is provided. Any towels provided must not be removed from your cottage during your stay. Tea towels are always provided.
- CLEANING - Is the cottage 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 AND FUEL CHARGES - Will we have to pay extra for electricity and gas?
The cottage description will tell you whether electricity, gas and fuel charges are included in the hire charge, or whether they are at an extra cost. Any such additional charges are payable to the owner or caretaker on either arrival or departure.
If gas or electricity is by coin meter, you should take a supply of £1 or 50p coins with you.
If a card meter is fitted, then the description will detail where cards will be available from.
All charges for short breaks will be made on a pro rata basis, unless stated otherwise.
- EXTRA PERSONS - What does it mean when the website says a cottage sleeps “+1” or “+2” etc?
Some cottages allow extra persons on Z-beds, sofa beds or other additional beds. Extra persons who can be accommodated in this way are shown as ‘+1’ or ‘+2’ in the cottage details. 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.
Most properties have a cot which is provided for babies under two only and is free of charge. Babies under two are not counted in the party total.
- HEATING - Will there be heating in the cottage?
The cottage details will tell you whether heating is available, and whether it is included in the hire charge, or at extra cost.
- SMOKING BAN - Does the smoking ban apply to your cottages?
Smoking is prohibited in all enclosed public spaces in the UK. This means that smoking will not be permitted in enclosed communal areas, including on-site restaurants, bars, swimming pools and leisure facilities. No member of your party is permitted to smoke in a property listed as no smoking.
- STANDARD EQUIPMENT - What equipment will be in our cottage?
The cottage descriptions have been carefully prepared to tell you as much as possible about the accommodation, location, style and facilities. All the properties have been thoughtfully chosen and are inspected to ensure that they maintain our high standards.
Some are traditional cottages and have features such as low beams, steep stairs and flagstone floors. Other cottages are more contemporary in style. In the cottage descriptions we have tried to convey as much of the character of the property as possible, but please enquire if you need specific information.
Your cottage will be equipped with the following as standard: a full-size cooker; fridge with ice box; coffee maker; toaster; kettle; iron and ironing board; carpet sweeper or vacuum cleaner; cleaning equipment, toilet rolls and tea towels. 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 cottages?
All cottages featured have been carefully chosen for their quality, and all must meet our rigorous standards to be included. They are inspected annually to ensure that these standards are maintained. Some cottage owners have chosen to register their accommodation with the relevant tourist board (VisitBritain, Visit Wales or Visit Scotland), and this may mean that the property has been graded under the relevant tourist board scheme. Where this is so, we may show the grading details with the cottage description; if, however, a cottage is not registered, and no grading is shown, it does not imply a lesser standard
- ARRIVAL AND DEPARTURE - What days and times can we arrive at and leave our cottage?
Start days are usually Saturdays, but where there are other start days, it is shown in the cottage details. Start days for short breaks are normally Mondays (4-night break) and Fridays (3-night break), but other start days are available - see ‘Short Breaks’ for further details.
Full instructions for finding your cottage will be sent to you with your booking confirmation. In addition, you may be asked to telephone three days before arrival to confirm your estimated arrival time.
Please follow the guidance times on your confirmation for arrival (usually 4.00pm). 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 cottage owner or caretaker (as detailed on your confirmation) to make arrangements for collection of the keys.
Please ensure that you leave your cottage by 10.00am on the day of departure.
- 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.
- COMPLAINTS - What happens if we encounter problems on our holiday?
If you encounter any problems whilst you are on holiday, you must contact the owner or caretaker so that remedial action, where possible, can be taken. If your complaint remains unresolved, you should contact us on 01282 845 066.
- COTS & HIGHCHAIRS - Are cots and highchairs provided?
The cottage details page shows whether a cot (or more than one cot) is provided. If the cot is a travel cot it will be shown as ‘t/cot’. Cots are only suitable for babies aged under two. There is no extra charge for a cot – but linen for cots is not provided – please bring sheets, pillows and duvets/blankets with you.
Highchairs are free of charge, and where they are available, it is clearly shown in the cottage details. Please note that cots and highchairs must be ordered in advance.
- CUSTOMER REVIEWS
These can be found on our website beside the cottage details and under the customer reviews tab. The results have been compiled from questionnaires sent to previous customers about their location, accommodation and their whole holiday experience.
- DISTANCES - How precise are the distances given on the website?
All distances given on this website are approximate, and for guidance only.
- FISHING - When can I fish and what licence do I need?
A rod licence is a statutory requirement for anyone 12 years or over who wishes to fish in inland waters in England and Wales – in Scotland there is no licensing system. No licences are required for sea fishing. Licences can be purchased from any post office or online at www.environment-agency.gov.uk. In addition, you may need a fishing permit (sometimes referred to as a day ticket) which gives permission to fish on a particular water or waters and is issued by fishery owners, clubs, etc.
The coarse fishing closed season (15 March - 15 June inclusive) applies to all rivers and streams in England and Wales, including the Norfolk Broads, but does not apply to most still waters and canals (except the Kennet and Avon canal).
For more information you should check with the Environment Agency on 0870 8506506.
- 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.
- SPECIAL OFFERS - Are there special offers on any of your cottages?
There are discounts available for winter bookings and for smaller parties at many cottages - shown clearly in the cottage descriptions. There are usually also a number of special offers on specific cottages shown on our home page - click here for details. For more details about offers call our booking team on 0345 268 9427.
- 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.
- START DAYS - What days can I start and finish my holiday?
Most cottage start days are Saturdays, but where this is not the case, the start day is clearly shown in the cottage details. Short break start days are usually Mondays and Fridays - see 'Short Breaks' for further details.
- VIRTUAL TOURS - Can I see a virtual tour of my cottage?
At selected locations, you can take a 360º virtual tour of your cottage on our website.This gives you the chance to get an all round view both inside and out of your holiday home.
Where you see the button below the thumbnail pictures of the cottage, click on it to view the virtual tour.
- VISITORS WITH MOBILITY DIFFICULTIES - Do you have any cottages suitable for a wheelchair user or someone with restricted mobility?
Where applicable, the cottage facilities details at the end of the cottage descrption will indicate a property's suitability (or otherwise) for visitors with mobility difficulties. There are three classifications:
Easy walking access
A visitor using a walking aid should have no difficulty in gaining access to the principal rooms* and garden of a property described in this way.
One visitor in a wheelchair should be able to gain access to the principal rooms* and garden of a property so described, although assistance from other able-bodied members of the party may be required for some manoeuvres. This classification may be followed by the ‘National Accessible Scheme’ mobility rating, if it has one.
Unsuitable for the infirm
This means that the property has numerous steps, steep stairs or sloping or uneven ground which would be inconvenient for anyone with mobility difficulties. This description will appear where a property’s suitability is less than could reasonably be expected - for example, a ground floor single-storey property with steps or a property on more than one floor with especially steep or winding stairs.
*Note:‘principal rooms’ means the sittingroom, dining-room, kitchen, one of the bedrooms, a W.C. and a bathroom or shower room.
The application of these classifications to properties of widely varied types and ages must, of necessity, be generalised. Please check details of suitability with our booking team, especially if wheelchair access is essential. Very few properties can accept more than one wheelchair, and most are not suitable for wheelchair users travelling independently. We cannot guarantee suitability unless you send written confirmation about any special needs.