Top frequently asked questions

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Will I get a refund if I test positive for Covid-19?

If you or a member of your party test positive for Covid-19 and your holiday departure date is within your isolation period, you will be entitled to a full refund on receipt of satisfactory evidence.
Please note this must be on result of a positive PCR test and you will need to cancel your booking before the holiday start date.

What happens if my holiday cannot go ahead due to government imposed legislative lockdown?

If we or the accommodation provider have to cancel your booking or you cancel because UK public health measures mean it is unlawful to travel to or make use of the accommodation you booked, you can transfer your holiday with an e-voucher. Learn more about e-vouchers here. Alternatively, you may choose to obtain a cash refund of the amount paid previously for the affected booking. See our Covid-19 update page for the latest information.

Will I receive a discount on my booking in light of the announcement by the Chancellor on 8th July with respect to temporary VAT reductions for certain goods and services in the hospitality and tourism sector?

On 8th July, the Chancellor announced that from 15 July 2020 to 12 January 2021, a reduced (5%) rate of VAT will apply to supplies of accommodation across the UK. The Chancellor confirmed on 24 September 2020, that the period in which the reduced rate of VAT will apply is extended to 31 March 2021. The announcement has caused some confusion on how this change will apply to the prices paid by customers who book holiday accommodation through us. So here is some clarification:



If you have booked a cottage through Hoseasons

  • All of the individual cottages that customers can book through Hoseasons are owned by the respective cottage owners. Instead, we act as a booking and marketing agent for our cottage owners and provide a booking service to customers. These services are not within the scope of the changes announced. This means that the applicable VAT rate for any services provided by Hoseasons remain at 20%.
  • The majority of our cottage owners are not VAT registered. The rental price charged to customers in those instances does not contain any VAT and is therefore not affected by any changes in the VAT rate.
  • Irrespective of the VAT registered status of the cottage owner, prices are monitored continuously to ensure their competitiveness in the market. This means that prices are competitive and comparable irrespective of the applicable VAT rate.


If you have booked a boat through Hoseasons

  • Hoseasons does not own the boat accommodation. Instead, we act as a booking and marketing agent for our boat owners and provide a booking service to customers. These services are not within the scope of the changes announced. This means that the applicable VAT rate for any services provided by Hoseasons remain at 20%.
  • HMRC has now clarified that the temporary 5% VAT rate applies to services provided by the boat owners to the customer. The rental price charged to customers is set by the boat owners. Where the boat yard is VAT registered, the rental price charged by the boat yard is inclusive of VAT. During the period in which the change applies, the VAT included in the rental price payable by customers will be set at the rate of 5%.
  • Prices are monitored continuously to ensure their competitiveness in the market. This means that prices are competitive and comparable irrespective of the applicable VAT rate.


If you have booked a lodge or park through Hoseasons

  • Hoseasons does not own the holiday accommodation. Instead, we act as a booking and marketing agent for our park owners and provide a booking service to customers. These services are not within the scope of the changes announced. This means that the applicable VAT rate for any services provided by Hoseasons remain at 20%.
  • The temporary 5% VAT rate applies to services provided by the park owners to the customer. The rental price charged to customers is set by the park owners. Where the park is VAT registered, the rental price charged by the park is inclusive of VAT. During the period in which the change applies, the VAT included in the rental price payable by customers will be set at the rate of 5%.
  • Prices are monitored continuously to ensure their competitiveness in the market. This means that prices are competitive and comparable irrespective of the applicable VAT rate.
How can I make changes to my booking?

If you would like to amend your booking then this must be done before the balance due date. You can now change your dates in My Account for a £15 amendment fee. Alternatively if you call our contact centre, the fee is £35 for a change of dates or £60 for a change of property (where possible). These changes are in addition to any difference in the holiday cost there may be.

Change the dates of your booking in My Account.

What are my check-in and check-out times?

The earliest you can usually arrive is 5pm and check-out is mostly by 9am. Your booking confirmation shows your specific check in/out times for your property, which you can view and access in My Account.

What is your cancellation policy?

Should you cancel your booking, the deposit is non-refundable and you may be responsible for cancellation charges which can vary depending on the time of the cancellation. If cancellation cover applies to your booking, you may be covered for cancellation, depending on the reason – please see the Booking Conditions for more details.

If you have booked under a low deposit offer, please click here for more details.

How do I pay my balance?

You can view and pay your balance securely online.

When is my balance due?

If you are travelling in 2020 your balance is typically due 3 weeks before the departure date of your booking. For 2021 arrivals your balance will generally be due 10 weeks before. For cottages that are stated to sleep 10 or more, the balance due date for departure dates from 1 September 2020 is 12 weeks before the departure date. This date will also appear on your booking confirmation which you can view in My Account.

Can I get a copy of my booking confirmation?

If you have lost your confirmation or require a new copy, you can view and access this in My Account.

Where can I park my car?

Many locations provide free parking either next to or near the accommodation or in a car parking area on site. Most boatyards also provide parking. If you are booking a cottage details are stated in the property details.

Are towels and bed linen included?

Many property owners provide bed linen and towels at no extra charge – this information is displayed within the property description for your chosen property on our website. If there is no mention of bed linen and towels then they will not be provided. Please check the property facilities for full details.

Can I bring a pet?

Many locations accept pets. The pets welcome symbol on each location description highlights the many places that accept pets (though these locations often have some accommodation where pets are not permitted). Please check the property details before contacting us.

What start days can I book?

The start days available are usually Monday, Tuesday, Friday or Saturday, although some locations do offer an 'any day start'. If you are looking for a specific day then please use our 'exact date' search when you are checking availability.

How much is the deposit?

Click here to see our sliding scale deposit table which is detailed in the booking conditions.

Can I stay for one or two nights?

Some of our locations do accept 1 or 2 night stays; please use the search facility for 1 or 2 night stays on our website.

How do I book accommodation that will facilitate a wheelchair?

To find out the most suitable accommodation for your needs, please call our booking team on 0345 498 6060, who will be able to assist you.

Can I bring my registered assistance dog?

Registered assistance dogs are permitted free of charge in most accommodation that does not normally accept pets, subject to availability. Please call our booking team on for assistance.

How do I use my Tesco Clubcard vouchers?

Once you have received your discount code from Tesco, you can book online via the Tesco Clubcard website with your £50 or £90 voucher. Click here to book. Your Tesco voucher needs to be redeemed at the time of booking; unfortunately, they cannot be redeemed against bookings that have already been confirmed.

If you need any assistance you can call our booking team and quote your voucher code.

Can I request a particular accommodation or area?

Any special needs or requirements, such as a particular area or accommodation, must be checked with our booking team when making the booking. Although we will try to pass on any reasonable requests onto the accommodation provider, we cannot guarantee that any request will be met.

How do I book "no pets" accommodation?

If accommodation does not accept pets this will specified in the property description.

How can I make changes to my booking?

If you would like to amend your booking then this must be done before the balance due date. You can now change your dates in My Account for a £15 amendment fee. Alternatively if you call our contact centre, the fee is £35 for a change of dates or £60 for a change of property (where possible). These changes are in addition to any difference in the holiday cost there may be.

Change the dates of your booking in My Account.

What is your cancellation policy?

Should you cancel your booking, the deposit is non-refundable and you may be responsible for cancellation charges which can vary depending on the time of the cancellation. If cancellation cover applies to your booking, you may be covered for cancellation, depending on the reason – please see the Booking Conditions for more details.

If you have booked under a low deposit offer, please click here for more details.

Can I book a cot or highchair?

Cots and highchairs are available at many locations featured. There is often an extra charge for these which will be shown in the Holiday Extras and is payable with your booking charge. Please note that cots and highchairs must be ordered in advance and are only suitable for children under 2.

Can I add extra guests to my booking?

You can add guests to your booking providing you do not exceed the maximum occupancy of your accommodation. The maximum number of people allowed is always clearly shown in the accommodation description. In some cases there will be an extra persons charge, and where this is the case, you will be advised at the time of the amendment.

You can add or remove guests to your booking in My Account.

Does my accommodation have Wi-Fi?

If your accommodation has Wi-Fi this will be listed in the location facility details. If Wi-Fi is not mentioned in the property details, then it is not be available.

Where Wi-Fi is advertised, kindly note that it is subject to availability and network conditions and may not be ‘unlimited’. Please check before booking.

What facilities does my park have?

The location details page on our website lists all the facilities that are available, all applicable dates, and also whether they are included in the hire charge, or charged extra. Please refer to the location details page to find out further information.

Where do I collect my keys from?

Some of our locations have a reception area where you can collect your keys from. Where this is not the case, there will usually be key collection details on your booking confirmation.

Most accommodation providers have put extra measures in place to ensure a safe handover of keys, so you can rest assured social distance guidelines will be adhered to.

What is the address & postcode for the park?

The address and postcode for your holiday location is available on your booking confirmation which you can access in My Account. You will also receive an email 7 days before your holiday start date, including all arrival information.

Can I get a copy of my booking confirmation?

If you have lost your confirmation or require a new copy, you can view and access this in My Account.

What happens if I’m arriving late?

If you are planning on arriving later than your check in time, please telephone the park or owner (as detailed on your booking confirmation) to make arrangements for collection of the keys. For some locations, late arrival information will be on your booking confirmation which is available online.

Where can I park my car?

Many locations provide free parking either next to or near the accommodation or in a car parking area on site. Most boatyards also provide parking. If you are booking a cottage details are stated in the property detail.

Are entertainment passes included (holiday park bookings?)

Entertainment passes are included free of charge at many of the holiday parks that provide this facility - this information is displayed within the park facilities description for your chosen property on our website. Please check the property facilities for full details.

Does my accommodation have a hot tub?

The accommodation description will list if the property has a hot tub – this information will be displayed in the description for your chosen property.

How do I view and pay my holiday balance?

You can view and pay your balance securely online.

When is my balance due?

If you are travelling in 2020 your balance is typically due 3 weeks before the departure date of your booking. For 2021 arrivals your balance will generally be due 10 weeks before. For cottages that are stated to sleep 10 or more, the balance due date for departure dates from 1 September 2020 is 12 weeks before the departure date. This date will also appear on your booking confirmation which you can view in My Account.

What payment methods do you accept?

It is quickest and easiest to pay securely by card through our payment service online and in My Account.

Alternatively you can pay by bank transfer. Account number – 33032841, Sort code – 207891, Reference – Your booking number, Payee – Awaze Vacation Rentals Ltd (Overseas customers use IBAN:GB68BARC20789133032841 - please include booking number).

An alternative payment method is available over the phone via our secure automated payment system, if this is your preferred method then please call 0330 333 4376.

Please note we do not accept cheques.

Why do I have to pay a security deposit?

Some property owners choose to request a security deposit in case of any damage. If this applies to your chosen accommodation, the amount and details of how the payment should be made (and when it will be returned, less any costs for damage - if applicable) will be provided at the time of booking.

Is my balance being automatically collected?

If you have set up your balance to be automatically collected this will show on your initial Booking Confirmation, which you can also access in My Account.

Can I make a part payment?

You can view and pay your balance securely through our payment service online and in My Account, where you can pay as much or as little as you like before the balance due date. Your booking confirmation will tell you when your balance is due.

What is the lowest price guarantee?

With Hoseasons, there is no need to shop around. We are so confident that we offer the lowest prices, that in the unlikely event that you find the same holiday accommodation, available on the same day you make your booking (like for like) at a lower price, we will only charge you that lower price. The holiday accommodation must be the same as the one you book through Hoseasons and must in particular have:

The same start and end dates
Be in the same type/model of unit;
Be at the same location.

All you need to do is provide us with proof of the lower price you have been quoted by giving us evidence (including the telephone number or details of the website where the price can be confirmed).

We reserve the right to reject claims if reasonable proof is not available on the day you make your booking. Our Lowest Price Guarantee applies to all UK holiday accommodation on our website. All terms and conditions continue to apply.

What can I do if my contact details have changed?

You can update your contact information in My Account

What does your membership of ABTA mean?

We are a Member of ABTA - membership numbers Y0662 (Accommodation only sales) and L4801 (Package holiday sales) which means you have the benefit of ABTA’s assistance and Code of Conduct. We provide financial protection for your money when you buy a package holiday. If you buy other travel arrangements such as accommodation only or boat only this protection doesn’t apply. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute.

How do I make a complaint?

If you have a complaint during your holiday you should contact the owner/service provider immediately so the problem can be resolved as quickly as possible. If you discuss the problem with the owner/service provider or their representative during your stay, it can usually be sorted out straightaway. If you cannot contact the owner or their representative, or if the issue remains unresolved, you should phone our Customer Services team.

After your holiday, if you still feel that the problem has not been dealt with to your satisfaction, you email your complaint to customercare@hoseasons.co.uk within 28 days of returning from your stay. We will then pass this on to the owner/service provider for their comments.

Further information regarding our breaks can be found below

Hoseasons is a trading name of Awaze Vacation Rentals Ltd. Registered in England and Wales.

Company Registration Number: 00965389. VAT Registration Number: GB 598 22 99 77. Calls may be recorded for training purposes.