Arrival and Departure
All properties are available from 4pm on the start day and please depart no later than 10am on the last day. (Please note you are free to arrange alternative arrival times with the owner once MC has received the final balance payment.)
You will receive full details of arrival time, directions and key arrangements after you have paid the balance of the hire charge. You will be given the homeowner or keyholder's name and telephone number and we ask that you ring a few days before your holiday to discuss arrival times and hand over of the keys. Please do not arrive early, unless previously arranged, as time is needed to thoroughly clean the property between lets. We also ask that you leave the property by 10 a.m. on departure day for the same reason.
Welcome Pack
Some Homeowners provide a welcome pack or tray for visitors and if this is the case it will be shown in the property details. What is provided will differ from property to property but the minimum included should normally consist of tea, coffee, sugar, milk and biscuits. Sometimes there will be more provided so do please ask for details. Please be aware, however, that you are booking a self catering holiday cottage and not a hotel! Owners and their caretakers will provide cleaning products and enough toilet roll to start your stay, but not necessarily a never ending supply! Please ask for further details if necessary.
Electricity and Heating
Unless highlighted in the Property Descriptions, electricity and heating are always included in the rental cost. Where an open fire / woodburner is available the Homeowner may provide a starter pack of fuel, alternatively and additionally fuel may need to be purchased separately.
Linen and Towels
Beds at all properties are made up with bed linen included in the holiday price. (Except for cots and folding beds). Additionally, one bath towel and one hand towel per person are provided unless otherwise stated in the property description. Tea towels are provided in all properties.
Cot / High Chair
A cot or high chair are provided in properties where children are accepted, unless stated in the property description. Please note that cot linen is NOT provided.
Dogs
Many of our properties will accept one well behaved dog. Please remember that they must not be left unattended in properties and that some homeowners insist on pets remaining downstairs and off furniture at all times. It will be clearly stated in the property description if pets are welcome. You, as the pet owner will be responsible for removing any evidence left by your pet. We strongly request that you please show consideration for guests visiting after you have gone home. A charge of £20* will be made per dog per booking per week.
* As from January 1st 2008
Equipment
All properties are equipped as follows:
- Kitchens have appliances as stated, plus ample good quality tableware and cooking utensils. They all have: toaster, electric kettle, coffee maker, iron/ironing board, vacuum cleaner.
- Living area/rooms have easy seating, dining table and chairs for the stated number as well as a good standard of general furnishing. All properties have a TV and video.
Bedrooms have standard sized beds, unless otherwise stated, plus storage and hanging space, as well as a good standard of general furnishing. A hairdryer is provided at every property.
All of our cottages have some form of central heating, and many have additional open fires or a woodburning stove.
Extra Persons
Some properties have extra beds or sofa beds, the extra number of persons will be shown as + 1 or + 2 and can be booked for an additional fee, outlined in the property description. Under no circumstances may more than the maximum number of persons indicated occupy a property.
Cleaning
All our cottages are cleaned thoroughly between holidays. We would ask that you leave the property and its contents clean and tidy - in a state similar as to how you found it.
Christmas / New Year
As Christmas and New Years Day both fall on a Friday in 2009/10, those weeks, for the purposes of booking, will run from the 21st or 22nd of December (Christmas) and 28th or 29th December (New Year) preceeding.
Please note that short breaks are not normally available during Bank Holidays, which include both Christmas and New Year.
Short Break Tariff
All cottages are available for short breaks in Spring, Autumn and Winter. At any other time short breaks are subject to availability, but usually are available from 3 weeks henceforth at all times of the year. Short Breaks can be for 3 or 4 nights and, generally speaking, can start on any day of the week. The prices are calculated as follows:
3 night break - 75% of that week's rent.
4 night break - 85% of that week's rent.
Fuel Charges
Some of our cottages make separate additional charges for fuel and central heating, particularly during the out-of-season months. This is priced individually and charged weekly according to the property and as an addition to the rent. Please ensure that you take any additional cost into account when comparing property prices and rent.
Alterations to Bookings
We cannot accept a change of holiday property once we have received your booking form and payment.
We may be able to change your holiday week providing you advise us not less than 6 weeks prior to your original holiday start date. This is not always possible, although if we are able to rearrange this for you, a charge of £35 will be made to cover administration costs. No change of dates is operative until we receive written confirmation and the alteration fee.
Customer Service
If you are unhappy with your booking or the way it has been handled, please inform us immediately.
Your Cottage
1. If any problems arise during your stay, you should contact the Home Owner or Keyholder IMMEDIATELY either of whom who will try to put the matter(s) right as soon as possible. Alternatively contact Manor Cottages on 01993 824 252 during office hours and we will try to deal with the problem. Please don't suffer in silence and resolve to write when you get home, we want you to enjoy your holiday.
2. Complaints not reported IMMEDIATELY cannot be dealt with subsequently. Owners or their housekeepers will only investigate complaints which are notified to them promptly and before the end of your holiday. If you experience difficulties and are unable to contact the owner or their representative you should contact Manor Cottages
3. We will do all we can to rectify the matter - if we are unable to do this and in our opinion, your complaint is justified, we will try to find alternative accommodation for you.
i. This may involve an increase or decrease in the price paid, depending on the price category of the alternative property.
ii. It may not be possible to re-locate you in high season. In such cases, where you do not stay in your booked property, we will arrange a full reimbursement of the price paid.
4. Our liability and that of the Home Owner is limited to the price you paid, except in the case of legal liability for personal damage or injury, for which purpose public liability insurance is carried by the Home Owner. Although we inspect properties and take seriously any complaints we receive from customers, we do not accept any liability for the failure of the owner to keep the property and its contents in good condition. The owner is ultimately responsible for resolving any difficulties which you may experience with the property you have booked.
Period Properties
Many of Manor Cottages' properties are old cottages dating back to the last century or earlier. It is important to remember before booking your holiday in one of these properties that part of the charm of such properties are the characteristically low ceilings, doorways and beams. They often have steep and narrow stairs and because of low or sloping ceilings, may have limited clothes hanging facilities. Many were also built before the introduction of damp proof courses and cavity insulation. These points are particularly important to note if your party has any elderly or very young members. Thatched roofs and beams can attract spiders, and cobwebs reappear very quickly after being removed.
We feel that having made these points, however, that these are all aspects of these properties that add character and charm and would not hesitate to recommend them if these features are understood.
This information supersedes previous issues.