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Frequently asked questions
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Almost always, yes. Where facilities are shared we say so; otherwise, you will have sole use of the property.
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We summarise how a property is laid out to give you a frank idea of what it’s like. Properties are sensibly equipped for the number they accommodate. We try to be as straightforward as possible. Our star ratings are a guide to our feelings about the overall quality of furnishing, décor and ambience.
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Gardens and surroundings are described in the general property descriptions. If we don’t say there's a garden, there won’t be one. ‘Enclosed’ garden means there’s a barrier round the outside, but please note that does not mean we consider it, or any garden, safe for small children to play in unattended or to leave dogs or other animals in without them escaping.
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We describe the nearest village or town to the property including information about shops, pubs and local amenities. If that description doesn’t mention something (like a local shop or pub), assume it doesn’t have one. If a property doesn’t have its own location description, that‘s because we’ve written about it somewhere else on the same or previous page. The description of the property will tell you how far it is from the nearest settlement.
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If you find anything in the descriptions you don’t understand, phone or email us and we’ll help.
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We star rate all the properties in our brochure from 1 to 5. The star rating is a guide to the quality and ambience of the property relative to others in our brochure. For more in-depth information call us, and you can speak to one of our team who has visited the property recently.
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Heating, electricity, linen and usually towels are included in the rental. At some properties, where these things are charged for as an extra, this is indicated on the property detail pages. We will let you know about any ‘extras’ at the time you book. Where there is a woodburner or open fire and logs are available from the owner, there is almost always a small charge, even when we say the cost of other heating is included in the rental.
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It’s a damages deposit and we take it with every booking. We hold this deposit on behalf of the owner and will withhold repayment of it if they ask us to do so. Normally, we return the deposit to you a week after the end of your holiday.
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If you forget we’ll write to you.
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Mostly yes, but always check the symbols for the property carefully. Cot bedding is not provided even when other linen is.
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No. Neither outdoor nor indoor pools are safety supervised and you and your party use them entirely at your own risk. Children, poor swimmers and non-swimmers must always be supervised in pool areas.
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Outdoor heated pools are available for your use between Spring Bank Holiday and the second week in September unless we say otherwise in the property description. Indoor pools are available all year unless we say otherwise in the property description. Owners normally have ‘house rules’ about the use of swimming pools. All are reasonable, but check with us before you book if this is important to you.
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Not all properties have them. We mention them if they are there. Mobile coverage is too variable in the West Country for us to comment on.
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We are keen our properties should be as accessible as is reasonably practicable for all customers. Disabled customers should note the two types of properties we particularly recommend: those suitable for wheelchair users and those suitable for people who find walking or steps difficult.You should always call us to discuss your specific requirements before making a booking and to discuss the property with someone who has visited it. If we indicate that the property is ‘suitable for those who find walking difficult’ it means access from the car drop-off point to the property is short and fairly level (2 - 3 steps up or down at most) and there is a bedroom and bath or shower-room with loo at entrance level. See the features information on each property details page. If we say a property is suitable for wheelchair users, it means that the property and facilities have been specifically designed with wheelchair users in mind. If you have disabled people in your party, please always discuss the property’s suitability for them with us, in detail, before booking.
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Before you go on holiday we will send you detailed directions explaining how to get to the property and who to contact before you arrive.
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Contact details will be printed on your booking confirmation and on your directions to the property. You should phone the designated contact a few days before you arrive to discuss arrival arrangements with them.
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Properties are generally available from 3pm on the first day of your holiday and you will need to leave by 10am on your departure day. If a property has different ‘change-over’ times to these, we will say so in the property description.
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If a property accepts dogs it is indicated on the property details page. We need to know how many dogs you want to bring and, if there’s more than one, we will need to ask owners first. Even if the first pet is free, there will be a charge for additional pets. Pets are not allowed on furniture or in bedrooms. House rules relating to pets at all properties are set out in our Terms of Business Please always keep pets under control. Regrettably, those that chase livestock risk being shot by farmers and even where we describe a garden as enclosed, it does not mean your dog cannot escape from it.
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If you need (for allergy reasons, for instance) a property which pets NEVER enter, please always ask us. Please don’t assume owners who don’t accept dogs will never allow a dog (guide dogs, for example) in the property. Similarly, if anyone in your party suffers from allergies to feathers or other materials, please let us know when you are booking so that we can guide you towards an appropriate property.
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Yes, however, we must know, in writing and in advance, the names of all guests, their ages and nationality and the dates they will stay in the property. The overnight total mustn’t exceed the maximum number the property is advertised as accommodating and owners may place restrictions on the number of ‘swaps’ they are happy to accommodate.
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Yes, but the number of people we state the property ‘sleeps’ is the maximum permitted to stay in it or use its facilities (swimming pool, for instance). That doesn’t mean you can’t invite a few friends for a meal. However, it very much means they can’t stay the night (only those named on your booking confirmation can do that), or camp nearby and come round every day and you can’t throw a party involving extra people at the property without making special arrangements with the owner. In any case, we must always know who will be at the property and when.
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Yes, please. Owners or caretakers clean all properties between lets, but PLEASE leave yours clean, otherwise the owner or caretaker may have a terrible struggle to have it thoroughly clean for the next guests.
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Not all, and we clearly indicate in the description those properties which are ‘No smoking’. Where properties do permit smokers, for safety reasons you must not smoke in bedrooms.
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If you find anything wrong, tell the owner (most live nearby and are human) or the caretaker (human too) AT ONCE. They will be anxious to put it right AT ONCE. If they do not seem to be or you can’t get hold of them, then tell us AT ONCE (01647 433593). Outside normal office hours please phone our office and follow the instructions you receive. A member of staff is ‘on call’ 24 hours a day, 365 days a year to deal with emergencies. If you have difficulties, please do not suffer in silence or resolve to write when you get home. Mention problems that are spoiling your holiday to owners, caretakers or us and action can be taken to put things right.
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Some basic consumable items are likely to be present in the property when you arrive. If you wish to avoid duplication, check with the owner (or caretaker) what will and won’t be there. Tea, coffee, sugar, salt, pepper, dishwasher tabs, washing up liquid, cleaning materials and loo roll are all likely to be present. There may also be other non-perishable items like a few herbs and spices.
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Food shopping: Many supermarkets provide delivery services to even quite rural areas which can be handy. Please also support local shops and, if possible, buy locally produced food.
Walking and footpaths: many beautiful places in the West Country are not accessible by car but are via footpaths, so bring a pair of walking boots or your wellies. If you want to walk to the pub, remember to bring a torch.
Roads in the West Country: away from the main ones, roads are often narrow. So are village streets. Take care and be prepared and willing to reverse to a passing place if your car is the nearest to one. When judging the time it will take to get somewhere, bear in mind a mile on a country lane can take 10 minutes (or more). Country roads are rarely lit by artificial light, frequently have high banks and can be muddy after wet weather. Country sounds: The countryside is seldom silent: cows moo, cockerels crow, rooks caw, owls screech, blackbirds sing, so come (perhaps with earmuffs) prepared for these hazards.
Farms or estates: many farmer owners welcome you on their land, securing gates and keeping pets under control. On some farms where we say ‘you are welcome’ there may be a chance to help (orphan lamb feeding, egg collecting, for example). On the very few farms where we say you can ‘help’, the farmer will always try to find something (congenial) for you to do, but bear in mind that sometimes there might be nothing (congenial anyway) with which you can help. All farmer-owners will be delighted to show you their animals (if there are any), but please never expect the farmer to look after children unaccompanied by you.
Old houses/cottages: among the many joys of living (as we do) in one of these is that they are closer to nature than modern houses. That means spiders, daddy-long-legs and other non-harmful insects like living in them and although owners (despite often not minding them themselves) fiercely evict them on ‘change-over’ days, they may return given a chance. It also means that if the weather is very wet or humid (the West Country is often humid) and the heating has not been on (as in summer), slight signs of damp may appear - not serious or dangerous, but maybe babies and elderly people should avoid these properties. Putting the heating on (never assume no heat will be required in summer) and leaving a few windows open to avoid condensation should quickly cure the problem. Owners will always help.
We think that covers all the general things, but if you have any other questions please ask us and we will help.
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