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Home | FAQs

Frequently Asked Questions

Please see below answers to common questions. Most of the information you require can be found in your Guest Login, which holds the latest information about your stay and the relevant Welcome Guide for your property. Please also refer to our Booking Information, Terms and Conditions, and Dog Code of Conduct.

If your answer cannot be found below or within the above resources, please email enquiries@boltholeretreats.co.uk and we will respond as soon as we can.

Covid-19 questions

We will refund you the full cost of your reservation if at the time of your stay:

  • The property in which you are booked cannot host you because it is obliged to close to guests; or
  • If you are coming from an area of the UK from which travel is not allowed by law.

If the property you have booked is open, but you decide not to attend for any other reason, then our normal cancellation policies would apply. Please ensure you read the latest governmental advice before you travel.

Every owner of a property listed with Bolthole Retreats has undertaken to implement a series of additional cleaning measures in order to minimise the risk of infection between stays.

At its heart, lies two important principles: cleaning first, then disinfecting. Cleaning removes germs, dirt, and impurities, whilst disinfecting kills germs with chemicals. By cleaning first, then disinfecting, the risk of spreading infection is lowered. Accordingly, the housekeeping team have been instructed by their owners to do this for each clean. All laundry will be washed using a bleach or other disinfectant-based laundry detergent containing active oxygen bleach at a temperature of at least 60 degrees.

At least one pot of hand sanitiser, and for the larger properties two or three pots, will be provided.

Finally, we ask that where possible, guests remove shoes inside the property, as this minimises the transfer of germs.

Implementing these measures will necessarily result in an increase in the time taken to undertake a clean. Therefore, we ask that guests respect the advertised check-in and check-out times, and we will regrettably be unable to agree to any exceptions.

Property and Booking questions

Please remember to login to your Guest Login for all of the latest information about your stay.

If a property displays this feature, then it welcomes dogs. If you intend to bring a cat or other animal, please contact us in advance so we can discuss the situation with the relevant property owner to avoid problems and potentially a cancellation of your booking. There is a maximum pet limit on each of our pet-friendly properties, and a charge per pet. Please see our Dog Code of Conduct for further detail.

Included as standard are: bed linen, towels, cot, highchair, electricity, gas and water. (*In some cases, these items must be requested in advance. Please note that you would like them on your booking form).

However, if one of the above is not included, it will say on the individual property description online and in the Welcome Guide within your Guest Login. Certain properties also offer additional benefits included as part of your stay, and this will be clear on the information supplied.

All the properties that have either an open fire or wood-burning stove will have enough wood / kindling for one or two fires. Extra wood is usually available at local shops which are listed in each property’s Welcome Guide. This Welcome Guide is within your Guest Login and a printed copy is also available in the property.

Generally, the answer is no. If you wish to have more people at the property than are booked to stay, it is important you contact us in advance so we can discuss the situation with the property owner to avoid problems and potentially a cancellation of your booking.

Family events are welcome at our properties, but it is our policy not to take bookings for single sex group celebrations, which includes Stag and Hen nights, or groups where the majority are under 25 years.

Unfortunately we cannot hold or reserve properties. Our system does not allow this.

All of our properties are smoke and vape free and we ask you to respect this. It is possible to smoke outside at all our properties. However, we respectfully ask smokers to dispose of their cigarette litter thoughtfully and carefully.

All of our properties have Wifi. Some have super-fast broadband and this can be found on the individual property description online, and in the Welcome Guide within your Guest Login.

Yes, all properties will be decorated around the festive period.

Yes, all our properties are within most of the major supermarkets’ delivery areas. Please ensure you include the property name in the delivery details as well as the address. The address will be on the front page of the Welcome Guide which you can access in your Guest Login. Deliveries before your check-in time cannot be accepted.

Times vary between each property, but the standard is check-in at 4pm and check-out at 10am or 11am. Company policy is that we cannot accommodate earlier check-ins and later check-outs due to the cleaning that is undertaken at the property and other guests arriving after you or departing before you.

All our properties operate a two-night minimum stay, though during certain periods this can be increased to four or five nights. Please refer to the availability calendar on the specific property to see the available options.

Upon booking you will be able to access the Guest Login where the Welcome Guide of the property will contain all of the details of your stay, local amenities, and contact details. Once at the property, another printed copy of the Welcome Guide will be available.

Most of the properties have lockboxes with a key inside. When you book, the entry details will be sent to you in the body of an email. As well as this, all entry details can be found in the property’s Welcome Guide which you can access in your Guest Login.

We will do our best to accommodate booking changes but cannot guarantee that it will be possible. Please email us with your booking number and the change you would like to make. If you would like to change dates, please first refer to the property’s availability calendar to check if those dates are available, and then contact us. We will let you know if there is an increase or reduction of the fee, due to moving to / from a peak season.

Please do not contact the owner, as they will not be able to assist. Contact us directly and we will do our best to arrange your extension.

All properties will be professionally cleaned prior to your arrival and on your departure. We do not ask you to clean the property on your departure day, but we do respectfully ask you to leave it as neat and tidy as when you arrived. A departure check-list is provided within your Welcome Guide which you can access in your Guest Login, and a copy is present in the property.

Should you have specific accessible needs, please email us and we would be pleased to advise you of suitable properties.

Yes. Please email us directly with your requirements and budget and we will be in contact with various options.

You will receive a request to leave a review on UpFront Reviews and you are also welcome to review us on Google.

Payment questions

The deposit is 25% of the total rent. However, if you are booking a holiday within 60 days of the starting date, then you will need to pay the full amount at the time of booking.

The balance of your payment will be due 60 days before your holiday begins. You will receive a notification from us.

Guests who cancel 60 days or more before check-in will receive a full refund of all monies paid. If the cancellation is between 31 and 60 days before check-in, there is a 50% refund of all monies paid, and if the cancellation is 30 days or less before check-in there is no refund. For more information, please see our Terms and Conditions for the full terms and conditions for your reservation.

Answers to common issues:

Please refer to your Welcome Guide for the owner or housekeeper contact details, who will be able to assist you. A printed version of the Welcome Guide will be at the property and a digital version is available within your Guest Login.

Do not worry – accidents happen. Please notify the owner or housekeeper as soon as possible so they may rectify the situation. Their contact details are inside the Welcome Guide at the property, which can also be accessed within your Guest Login. Damage fees may be applicable.

Please email us and we will liaise with the owner and housekeeper to return your item to you as soon as we are able to. There may be a small delivery cost.

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