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Help for you - Try our frequently asked questions
This A-Z list has been carefully put together to answer your most commonly raised difficulties and quesdtions. Simply look for
your question by scrolling down the alphabetical list below - then click on the link.
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
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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. You will also receive
an arrival advice form which you will need to complete and return to the cottage owner or caretaker. 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.
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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.
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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.
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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
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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. In such cases, all Christmas and New Year bookings must be made by phone on
0844 847 1350 as they cannot be made online.
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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.
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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 during normal opening hours on
0844 847 1350. See point 20 of our Booking Conditions.
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Cots & Highchairs - Are cots and highchairs provided?
The 'sleeps' box 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 also available 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 if you are booking by telephone, or if booking on our website, the
details should be entered on your online booking.
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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 extra cost. Any 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.
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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 ‘Sleeps’ box. 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.
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Ferries to the Isle of Wight - Can you book my ferry to the Isle of Wight?
You can make your choice from three routes specially arranged for you at low-cost rates: Portsmouth to Fishbourne;
Lymington to Yarmouth; or Southampton to Cowes. Details of how to book your ferry crossing will be sent with your confirmation.
If you book a car ferry through us, you and all members of your party are subject to the terms and conditions of the ferry operator,
some of which may limit or exclude the ferry operator’s liability to you. Copies of these terms and conditions are available on
request, either from ourselves or the ferry operator.
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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 regional Fisheries Officers on 0870 8506506.
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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 1350. They will be able to help you to book adjacent or adjoining accommodation at the same location.
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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.
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Insurance - Do you offer insurance?
Personal Holiday Insurance
(including luggage, money and medical) is available.
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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 by 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. Because we incur credit card
charges when you book, we must charge 1.8% when you pay by credit card (there is no charge for debit card payments eg
Maestro/Switch, Solo, Delta, etc).
You can also pay by bank transfer. Our bank account details are as follows:
Barclays Bank, Lowestoft
Account Name: Hoseasons Holidays
Sort Code: 20-53-06
Account Number: 60040843
For visitors from overseas, our ‘Swift Code’ is BARC GB 22 and our ‘IBAN Code’ is GB82 BARC 2053 0660 040843.
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 are booking by phone, payment can be made by cheque or postal order, payable to Hoseasons Holidays Ltd. 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 Holidays Ltd, Lowestoft, NR32 2LW.
The deposit shown in the table below,is needed to secure your holiday. If you have chosen to purchase our and
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 and additional
amount at the time of booking to cover your insurance. If your booking is within eight weeks, then the full amount will be required.
If you book more than one week or short break, a deposit should be paid for each week or short break booked.
For example, a 2-week holiday with weekly prices of £385 and £405 would mean an initial payment of £310, made up of £140 for the
first week and £170 for the second.
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Price (per week or short break) per property
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Deposit
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Up to £200
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£75
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£201-£300
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£110
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£301-£400
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£140
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£401-£500
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£170
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£501-£750
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£220
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Over £750
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£290
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If you book online, you will receive your Booking Confirmation and travelling instructions by email within 72 hours. If you
book by phone, these details will be sent to you within 10 days of making your booking. Please check the details of your
Booking Confirmation carefully and notify us of any discrepancies within 14 days. If you have only paid a deposit, it will
also detail when your balance payment is due.
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Pets - Can we bring our pet on holiday with us and will we be charged?
Many cottages welcome one or two wellbehaved 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 1350.
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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).
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Short Breaks - What are my options if I want to book a short break?
Short break availability is clearly shown in the “Features” panel with 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 1350 for details.
Short breaks are bookable any time in advance, except for
Easter (21 March to 18 April);
Spring Bank Holiday (23 May to 30 May);
18 July to 29 August,
24 to 31 October,
and Christmas and New Year weeks.
During these periods short breaks can only be booked within 4 weeks of the holiday start date.
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Smaller Party Reductions - 25% Discount! - Do I get a discount if I book a larger cottage than I need?
Where '25% Reduction - xx persons' appears at the bottom of the cottage description, a Smaller Party Reduction applies. A
reduction of 25% on the weekly holiday price will be made if the total party size does not exceed the number shown in the offer
panel.
Babies aged under two sleeping in cots do not count in the party total.
These discounts apply only to holidays of one week or more between the following dates:
7 September 2007 – 19 July 2008
30 August 2008 – 18 July 2009 (excluding Christmas and New Year weeks and
24 May – 31 May 2008).
Note:The Smaller Party Reduction may not be applied in conjunction with any other reduction and does not apply to short breaks.
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Smoking Ban - Does the smoking ban apply to your cottages?
Smoking is prohibited in all enclosed public places and work places in the UK. This means that smoking will not be permitted
in communal areas, including onsite restaurants and bars. No member of your party is permitted to smoke in a property listed as
no smoking.
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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 0844 847 1350.
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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 annually 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.
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.
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Start Days - What days can I start and finish my holiday?
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. You will also receive an arrival
advice form which you will need to complete and return to the cottage owner or caretaker. 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.
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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 tourist board, 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.
VisitBritain
1-5 Stars awarded signifying approval and quality grading.
Visit Wales
1-5 Stars awarded signifying approval and quality grading.
Scottish Tourist Board
1-5 Stars awarded signifying approval and quality grading.
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Visitors with Mobility Difficulties - Do you have any cottages suitable for a wheelchair user or someone with restricted mobility?
Where applicable, the cottage "features" panel with the description 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.
Wheelchair access
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 a lot of 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 singlestorey property with steps or a two-storey property 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.
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Winter Booking Reductions - 20% Discount! - Do I get a discount if I book out of season?
Where '20% Reduction Winter' appears at the bottom of the cottage description, a 20% reduction on the weekly holiday price
applies in the following periods:
27 October 2007 – 22 March 2008
1 November 2008 – 31 December 2008
(excluding Christmas and New Year weeks and 9-16 February 2008).
Note:The Winter Booking Reduction may not be applied in conjunction with any other reduction and does not apply to short breaks.
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