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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 and we will respond as soon as we can.

Covid-19 questions

What is your COVID-19 policy?

Please see our dedicated page for the most up-to-date information.

Property and Booking questions

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

What does ‘self-catering’ mean?

All of our properties are self-catering. This means they provide the necessary facilities to allow guests to cater (i.e. cook) for themselves. All of them will provide the utensils for cooking most meals, and often they provide a starter pack so you have tea and coffee for your first night. Please read each property description to understand what each property provides. If there is something specific you would like to cook and require specific utensils for, please bring your own or check with the property’s main contact (whose details you will receive once you have booked) to see if it is available.

What does ‘pet-friendly’ mean?

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.

What does ‘family-friendly’ mean?

If a property displays this feature, then it sleeps at least four guests and the owner provides a cot and highchair, and often a stairgate. Do read each of the property descriptions, as many also offer safe, enclosed gardens and family board games as well, but each property is unique.

What is included as part of my cottage stay?

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.

Will the swimming pool be ready when I arrive at the property?

Please read the specific information on our property pages which details the dates and times the swimming pool will be available. We also ask that each guest reads the Swimming Pool Rules and Guidance which is provided in your online portal once you have made your booking.

Outdoor swimming pools in the UK are very dependant on the weather. If it has been unusually wet or cold the pool may not be available as poor weather can cause a chemical imbalance and delays with reaching the required temperate. If you have any enquiries regarding the availability of the pool please get in touch with the guest contact as detailed in your welcome guide.

Can I charge my electric vehicle at the property?

Electric Vehicle (EV) charging is not permitted at any of our properties unless there is a dedicated EV charging point, which will be detailed in the individual property description online, along with any additional charges.

Regretfully, you cannot charge your electric vehicle at any of our properties that do not display this EV charging point feature, due to health and safety reasons and the property’s insurance.

To help plan your holiday, you can find nearby charging points here.

Will firewood and kindling be provided?

All properties that have either an open fire or wood-burning stove will have enough wood / kindling for an initial fire (1st October – 31st March). 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.

What fire safety equipment is provided at the property?

Each property must have all the relevant safety equipment in place where necessary for example carbon monoxide detectors, smoke alarms, fire extinguishers and fire blankets.

Do you allow for Stag and Hen groups?

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.

Please note that additional guests above the maximum capacity are also not permitted.

Do you allow fireworks?

We appreciate that fireworks might be fun but they present too high a risk in built-up areas and old houses, and can have a negative impact on local wildlife. Please do not use fireworks in any area, inside or outside.

I’ve seen a property I like – could you reserve it for me?

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

Can I smoke or vape in the property?

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.

Do all the properties have a good internet connection?

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.

Will the property be decorated for Christmas?

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

Can I book a food delivery to arrive at the property?

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.

What are the check-in and check-out times?

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.

Is there a minimum-night stay?

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.

When will I receive my arrival details?

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.

I have booked a Sudeley Castle Cottage – how do I gain access to the Castle & Gardens?

If you have booked a Sudeley Castle Cottage, you have free admission to the Castle & Gardens during your stay, so you can visit as many times as you like! This only includes general admission, and only during the open season. To check if the Castle & Gardens are open for your dates, please refer to the Sudeley Castle website.

If there is a specific event at the Castle & Gardens you would like to go to, you will need to book those tickets separately. For that, please head to the Sudeley Castle website.

When you arrive at your cottage, there will be information regarding how you gain access to the Castle & Gardens. Also, the staff will have your name(s) on file, so will know you could be visiting.

For any questions, please contact the Sudeley Castle office directly.

How do I get into the property?

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.

Can I make a change to my booking?

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.

Who do I contact if I would like to extend my booking?

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.

Do I need to clean before leaving my property?

All properties will be professionally cleaned prior to your arrival and on your departure, which is why each property has a cleaning fee as part of the booking total. 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.

Can you help meet my accessibility needs?

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

Do you offer longer term accommodation?

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

Why is it necessary for you to know the names and ages of my group?

Aside from it being a health and safety and insurance requirement to know who is staying at a property in the instance of a fire, our properties are private homes and owners do like to have an idea of the breakdown of your group. Due to the nature of certain properties, some might also have specific restrictions in place. Any such restriction will be listed on the individual property page. Ultimately, we only ask as a safety precaution and to ensure you have the best property for your group.

I would like to provide feedback on my stay, how do I do that?

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

Payment questions

How much is the deposit?

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.

When are full payments due?

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

What is your cancellation policy?

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.

Would I receive a discount if I booked far in advance or last-minute?

Neither. We pride ourselves on our intelligent pricing model, so you always receive a price that reflects the quality of the cottage and the time of year that you are staying. For this reason, we never discount our properties.

Answers to common issues

I have a problem at the cottage / can’t find something. Who do I contact?

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.

What do I do if I’ve accidentally caused damage at the property?

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.

What do I do if I’ve left something at the cottage by mistake?

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.

No properties match my search criteria, do you think you will have anything suitable coming soon?

It is quite likely! We are delighted to be always expanding our portfolio of Cotswold holiday homes. Please contact us with your requirements if you cannot find exactly what you are looking for, but always check our New Arrivals page in case a new property has been added since you last looked.

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