FAQ's - Your Questions Answered
- Q.Standards - what can we expect and how are they maintained?
A.Our reputation is central to our success and we go to great lengths to protect it. By offering value for money, excellent customer service and holiday cottages of the highest standards, we hope you'll return to us for years to come.
The key to our success is in the selection and quality of our properties. The criteria we use in deciding whether to include a property cannot be rigidly itemised. From a farmhouse in its own grounds to a waterside apartment - each will have special qualities that might not apply to the other. That's why we try to capture the essence of each property as fully as possible in a combination of words and pictures. Each property also has the added benefit of being supervised personally by the owner or caretaker.
But of course, it's what you think that counts. That's why we welcome your comments and take all feedback - positive and negative - very seriously. By gathering your comments we can monitor cottage quality to ensure standards are maintained and continuously improved.
Your post holiday comments can either be sent to us via the freepost questionnaire we provide or completed online at the end of your holiday. All comments, positive and negative, are summarised monthly and forwarded to the cottage owner.
Many of us go on holiday to experience the thrill of living in something very different to our homes. However, you should remember that your holiday cottage, like all homes, may have "quirks" you may not be used to. Old properties often have thick walls and small windows, and as a result may have a different ambience to modern homes. Rural areas (and even some villages) may have little or no reception for mobile phones or television, while properties on farms have their own brand of "noise" whether it be the animals or tractors. Please make sure you check with us at the time of booking about reception, internet access etc if you have a particular requirement of this nature.
- Q.Furnishings and Equipment - will our cottage contain everything we need?
A.Though not every holiday cottage is equipped to the same standard, all our properties have everything you need for an enjoyable holiday and many offer far more than most would reasonably expect. From modern minimalist with every convenience to the traditional farmhouse with slate flooring and a huge AGA cooker, we have them all.
But regardless of size, age and location, all will have hot water, bathrooms and flushing WCs; kitchens will have all the utensils and appliances you would expect for every day use; well-furnished sitting rooms will have enough comfortable chairs for the maximum number accommodated and so will the dining table. There will also be at least one colour TV. If you would like a better indication of what to expect in a particular property then please check the 'Amenities' section of the property description where we list all that the property contains. Looking at the additional internal photographs included with each property's web site entry will also give an indication of the standards to be found.
- Q.Pets - can we take our pet with us?
A.Pets are allowed in many of our cottages - please check the 'Amenities' section of the property description - though we cannot accept responsibility for their safety. However, registered assistance dogs are allowed in all properties featured on our website or in our brochure, even where the property description states that pets are not allowed. Pets are only accepted on the understanding that they are kept under control, exercised off the premises, kept off the beds and furniture, and that they are never left in the property unattended. To help you choose your property we indicate in the description if it has an enclosed garden; however, this does not necessarily mean it will be totally escape-proof - very few gardens would pass this test. You should also bear in mind that many beaches ban all dogs (apart from guide dogs) during the summer months. Please remember to inform Sykes Cottages of the details of all pets accompanying you. Where there is a charge for taking your pet, this will be made clear in the 'Amenities' section of the cottage description.
- Q.Linen - what is provided?
A.Most cottages provide linen in the rental price. Others make a small charge for linen hire of £3.50 per person per week (unless stated otherwise). Please check the 'Amenities' section of the cottage description. If you are providing your own linen please check with the cottage owner or caretaker as to what is required. You should bring your own towels and tea towels except when stated that towels are provided. Where towels are provided, they must not be removed from the property and you must remember to bring your own beach towels. Cot linen is not provided.
- Q.Fuel and Power - are they included in the holiday price?
A.Most of the properties we represent include fuel and power in the rental price. However, some may charge a supplement, have a coin meter or make a charge based on a meter reading at the end of your stay and some may charge extra for logs/coal provided for open fires and wood burning stoves. Where there is a charge for fuel, this will be made clear in the 'Amenities' section of the cottage description.
- Q.Price - how much will our holiday cottage cost?
A.For each cottage on the website, prices are displayed below the availability calendar. A Tiered Booking Fee is included in the price for the service that we offer, per week or per short break.
For some cottages, there may also be other charges over and above the basic rental price, e.g. linen, heating, taking your pet etc. The 'Amenities' section of the relevant cottage description will provide full details. We accept payment by debit cards (Switch/Maestro or Delta) and credit cards (Visa or Mastercard).
When you are booking well in advance we require a deposit of 30% of the rental, and a tiered booking fee, plus any 'extras'. The balance of the rental is due 6 weeks before the start of the holiday.
When you are booking within six weeks of the start date of the holiday we require full payment at the time of booking.
- Q.Arrival and Departure - what time can we arrive and when do we have to leave?
A.Most lettings commence at 3.00 pm on the first day of your holiday and end at 10.00 am on the day of departure unless otherwise specified in the cottage description. This ensures the Owner or Housekeeper has sufficient time to prepare the cottage for incoming guests. We advise you to contact the owner/caretaker at least 2 days before setting off to discuss the time of arrival and key collection details.
- Q.Changing the Holiday - what happens if we want to make changes to our holiday?
A.In the first instance please call us to discuss the changes. If it's possible to accommodate them, we'll be happy to help. Please note that, once confirmed, bookings can only be moved to an earlier date. We are not able to change a booking to a later date.
Changes to an already booked holiday involve extra administration and require us to contact the owner of the holiday property. To cover these additional costs we ask the holidaymaker to pay an administration fee of £30.
- Q.Cancellation - what happens if I need to cancel my holiday?
A.Details of our Cancellation Policy are available in Section 10 of our Booking Conditions.
- Q.Booking Conditions - what are they?
A.When you make a booking you enter into a legal contract with the owner of the holiday property. To read our booking conditions, please click here.
- Q.Problems - what do we do if something unexpected occurs?
A. At Sykes Cottages we do everything possible to ensure you have an enjoyable stay, but occasionally things go wrong. If a problem occurs you should, in the first instance, contact the owner/caretaker who is responsible for the management and maintenance of the property. Any assistance provided by Sykes Cottages in resolving a complaint in relation to your booking is provided on a goodwill basis and in our capacity as an Agent. Any problem must be reported immediately, as you will appreciate that complaints made after your occupancy cannot be entertained.
- Q.Electricity and Heating - what's included?
A.Unless highlighted in the Property Description, electricity and heating are always included in the rental cost. Where an open fire/wood burner is available the Homeowner may provide a starter pack of fuel, but alternatively/additionally fuel may need to be purchased separately.
- Q.Hot Tubs / Saunas - what are the guidelines?
A.Hot Tubs and Saunas are a wonderful way to relax and unwind, if your property includes the use of a hot tub or sauna then please ensure all guests read the important user guidelines before use. Owners take great care to ensure the hot tub is ready for you to use on arrival, although, whilst every attempt is made on some occasions due to the strict cleaning and disinfection procedure they follow, the hot tub may not have reached the required temperature and there could be a short delay before you can use it. If you have a serious illness or have a heart condition, high or low blood pressure, or any other medical condition which may affect your reaction to heat, then you should consult with your doctor first. The body temperature of young children will rise much quicker than that of older children or adults using the hot tub/sauna due to their undeveloped thermo-regulatory mechanisms. Children under the age of 4 should not use the hot tub and additionally, children aged over 4 should be supervised closely at all times by a responsible adult. Pregnant women are advised not to use hot tubs/saunas or to seek medical advice before doing so. We politely remind all users wearing "fake tan" lotions or similar creams that they shower and remove these from your skin BEFORE entering the hot tub. Failure to do so will require a full clean and drainage of the hot tub and will result in you losing your security deposit. ALL activities during your holiday are undertaken at your own risk.
- Q.Brochure - Does Sykes Holiday Cottages have a brochure?
A.We now offer a personalised digital brochure that allows you to select the number of people in your party, the type of holiday and any special property features you desire for your break with Sykes Holiday Cottages. It’s quick and easy to create – you can download your brochure as a PDF.
We’ll also send you an email with a link to your brochure, so you can access this at all times online.
Create your personalised brochure now