Full Reservation Details
The General Information below is to help you at the initial booking stage and will answer many frequent questions on choosing a property - how to check availability, reservation and booking, along with payment details, also sections on what you get, what to bring, the do and dont's, cancellation and complaints.
This information also forms part of our terms of accepting a reservation, which as a guest you will be agreeing to and, in addition, you will also need to read and understand our full Terms & Conditions. If you require any help in understanding the terms, or how to proceed with your booking please do call.
For those used to making a reservation, especially if you have stayed before you can jump through the sections to find the relevant information you are seeking.
THE CONTRACT - TERMS & CONDITIONS
The Lakeland Cottage Company acts solely as a booking agent for the owner of an individual property. On receipt of your booking form we will issue a confirmation on the understanding you are entering into a contract between yourself and the owner of the reserved property and that you have read and understood the Terms and Conditions.
CHOOSING THE RIGHT PROPERTY FOR YOU
To be sure of choosing the most suitable property for your holiday you first need to consider your main requirements such as size, desired location and facilities.
The information panel on each property page will list the main details regarding the maximum occupancy, link to Google map, price per week and short break where applicable, also an inventory of the main items available at each cottage.
Along with this, each property page offers a description of the interior and setting, this written to convey the overall atmosphere as we see it, this along with a little local information. Our photographic work employs photographic lighting and we style the rooms with those items guests often bring, such as food, candles and flowers.
To judge the overall quality of a property and to further help with your decision and confidence in your choice, all of our properties are inspected and graded by Visit Britain. It is this star award that should be used to judge quality. Prior to visiting a property the inspector will have read our description and during the inspection will confirm it to be fair and accurate.
Having selected one or a number of choices we would be delighted to discuss further with you the details and description, and welcome any questions you may have, providing you with any information on areas not covered clearly, but maybe important to your stay.
For more information on property details, descriptions and the Visit Britain quality award see below.
AVAILABILITY
You will need to have checked the property is available by either going to its individual page or by using our Availability Search. You can use the Availability Search for alternative properties and dates.
If the website shows a property is availability you can book direct on line, using the secure booking form - This is an "htpps" page and is secure in transit.
We will confirm e-mail receipt that the booking is accepted, this is normally by the next day.
The website availability is updated daily at the end of each working day - we accept bookings in the order they are received.
You should e-mail or call your wish to book if you intend to book by post.
WEEK & SHORT BREAK BOOKINGS
WEEK BOOKINGS MAIN HOLIDAY SEASON - During the main holiday season - Easter to October Half Term and then Christmas and New Year - we really only offer full week bookings of one or more weeks eg 7 nights of 1,2,3 4 weeks and more combinations. Most properties start on a Saturday but some may changeover on a Friday.
SHORT BREAK BOOKINGS - Our short breaks can be pre-booked after the October Half Term week through to March (excluding Christmas, New Year, February Half Term & Easter). During this time we offer:
THREE NIGHT WEEKEND BREAKS - Commencing Friday (1600 arrival) and departing the
following Monday (1000 departure). The price for our weekend breaks are shown on each individual property page.This does not include our booking fee of £25.
OUR FOUR NIGHT MID WEEK SPECIAL BREAK - Ever more popular, the break commences on a Monday (1600 arrival) and departs on the following Friday (1000 departure time) this for the published price of our three night weekend. This does not include our booking fee of £25.
At other times of the year we do try to accommodate three and four night short breaks, however these are only at very short notice and subject to availability. For prices during these peak times we will quote on request, subject to availability.
With regard to short breaks outside of our normal short break period, or for breaks longer than the 3 night weekend or 4 night mid week, you will need to call, both to see if this is possible, also to complete the booking details and payment by telephone as our booking form will not allow for odd dates.
WHAT TO SEND?
To secure a reservation we will require either a deposit or the full amount of the holiday - a reservation made either by telephone or email request will be held for 3 days only. If we do not receive payment after this time we will assume - without notice - that the property is not required and will be made available to re - let.
DO I SEND A DEPOSIT? - Yes, if your holiday commencement date is more than six weeks away you will need to send a one third of the total week/weeks or short break rental, along with the £25 booking fee to secure the reservation.
However - Any other items such as logs, cots, pets etc should be noted, but do not need to be paid for until the balance is due six weeks prior to your commencement date.
You can of course pay a greater amount than the required deposit - or the full cost of your holiday - if you so wish.
DO I SEND A FULL AMOUNT? - Yes, if your holiday is six weeks or less from commencement you will need to send the total amount of the week/weeks or short break rental along with the £25 booking fee, also monies for any other items which are available at the chosen property such as logs or coal, baby equipment and any extra fees where applicable such as charges for pets, mooring, extra beds.
THE GOOD HOUSEKEEPING DEPOSIT
Owners do ask you for a Good Housekeeping Deposit of £100 as a separate cheque. This is held by us on the owners behalf and not banked unless we have been given good and just cause to do so in writing by the owner.
Assuming all is well the GHD cheque is destroyed after your let. The cheque must be dated to be valid to at least 2 weeks after your intended departure date.
Where a guest pays by credit or debit card and does not provide a GHD cheque it will be assumed we may charge the card for any reasonable damages to the amount of the required GHD. For full details regarding GHD see our Terms & Conditions clause 6.
RENTAL COSTS
All prices quoted are for the weekly or short break rentals of the property, including full linen and towels and, in most cases oil, gas and electricity also, where offered, leisure club membership, (see individual property details).
The weekly price quoted does not include, where applicable or requested, pet fees, child equipment, logs, coal or our booking commission of £25.00. These you should add to the booking form when completing, though additional items do not need to be paid for until settlement of any balance.
BOOKING FEE
Most if not all companies charge a booking fee, either separate or included in the property rental and deducted from the property owner. This charge is the only part of the property rental that would be subject to VAT and therefore we show this as a separate item.
CREDIT CARD SURCHARGE
We all need to sometimes spread the payments, however when a guest pays by credit card (not switch or debit) the card company charges not only you, the card holder any interest, but us the trader a fee of 2% of the total transaction.
Many companies blanket account for this in their charging structure - however we feel it should only be a charge applicable where incurred - hence if you pay by VISA or MASTER CARD etc we do charge 2% - Please note we not accept AMERICAN EXPRESS as the charges are far above 2%.
When competing your details please make sure numbers are correct, the valid - expiry dates and security code are correct and finally, note the address where the card is registered if different from the main address given.
DEBIT CARD PAYMENT
If you are paying by debit card there is no surcharge applicable. When paying please ensure your card is not a swipe only card where you have to be present (eg SOLO cards).
When competing your details please make sure numbers are correct, the valid - expiry dates and security code are correct, also issue number where applicable is given and finally note the address where the card is registered if different from the main address given.
LOGS, COAL & EXTRA ITEMS
Before ordering and paying for extra items please check the individual property details for availability. In some cases items such as logs, coal and nursery equipment may not be available and you will be asked to provide your own or purchase locally, alternatively these may be restricted to a maximum amount.
CONFIRMATION OF BOOKING
Once we have received your booking form and payment, either deposit or full amount, you will be sent all of the necessary paperwork which you should keep in a safe place - this will include.
Booking Confirmation - Showing the property booked along with holiday dates - it is important you check these are correct, informing us of any discrepancy. You will also see what you have paid, including rental, insurance, any other items such as logs, coal etc and the GHD, again please check these are correct as to add items we or you omit at short notice may not be possible. If you have sent a deposit it will show the balance due and the due by date. On paying a balance, and in line with our conservation policy, we do not send any further paperwork unless requested, however many guests do call us to confirm receipt of balance and that all is OK with the arrangements.
Please Note - If after confirmation the property becomes unavailable for any reason we will notify you asap. In this event we will only be liable to refund in full any monies paid.
Directions Sheet - Telling you how to get to the property, the key arrangements, our emergency number also, the emergency contact number of the owner where they attend to their own property.
CANCELLATION & CANCELLATION INSURANCE
Due to new FSA rules as of January 2009, we are no longer able to offer or sell cancellation insurance to our guests.
Although not mandatory as part of our terms and conditions of booking, we do advise guests seek some form of cancellation cover and or travel policy, which will at least cover them for the the total value of the holiday rental, plus any other purchases made via The Lakeland Cottage Company. You should be sure that any cover taken covers all eventualities including travel and road conditions, this as owners are not liable for circumstances that may prevent you accessing the property.
In the past we have offered our UK resident guests a cancellation policy provided by P J Hayman & Company Limited. For overseas guests, we suggest you arrange cover in your home country.
Although we cannot recommend or give any assurances that the policy offered by P J Hayman is suitable, or offers the extent of cover to suit all individuals, you may contact the company direct if you so wish, alternatively make other arrangements as each individual sees fit.
For more information on P J Hayman Travel Plus Insurance follow link below.
http://www.pjhayman.com
Please note - Should you have to cancel your holiday you will be liable to loose any deposit paid, also depending on the time of cancellation be liable for or loose any balance paid or owing - see Terms & Conditions.
BALANCE OF RENTAL AND OTHER CHARGES
We must receive the balance of the total cost of your holiday including the Good Housekeeping Deposit and any other fees and charges six weeks prior to commencement of your stay. Cheques should be drawn in Sterling and made payable to: The Lakeland Cottage Company and sent to the address on your booking form or this web site.
The Good Housekeeping Deposit should be sent as a separate cheque and dated to be still valid for the time of your stay. This is not banked and is destroyed on your departure assuming the property is left in good order. See Terms and Conditions for details. For those who pay by credit or debit card and do not send a GHD cheque it will be understood we may charge the card for any damages up to the amount of the required Good Housekeeping Deposit.
TERMS & CONDITIONS - It is important to understand the Terms & Conditions before booking as they deal with important matters such as cancellation, our complaints policy and liability.
FINALLY - if you need any further help in completing the form we would be delighted to help.
MORE ABOUT YOU RESERVATION
PREPARATION, LINEN & TOWELS
On arrival, your holiday home will have been cleaned and prepared. Should you find an item to be deficient we will endeavour to rectify this as quickly as possible, subject to tradesmen availability.
Each property provides full linen and towels, with all beds made and any nursery hire requirements requested and available attended to, though we do expect you to provide cot linen and bedding.
FURNISHINGS - KITCHEN EQUIPMENT & HEATING
All of our properties are equipped to at least a three star standard. This ensures you will find the kitchen equipped to self cater adequately, including cooking facility, refrigerator, kettle and ironing facilities, also each property will have a colour television. In some properties gas, oil and electricity maybe charged separately. Where this is the case details on payment will be found in the home and/or noted on the individual property page. Owners do ask guests to be Eco friendly and not leave lights blazing - especially when out.
Many of our properties offer a far more extensive list, including such items as stereo, video, DVD and such extra luxuries as whirlpool baths and even a sauna or hot tub.
COAL & LOGS
Some properties supply free logs and or coal - either all year or part of the year, others have an honesty box system.
Where fuel is not provided we can possibly arrange for fuel to be delivered prior to your arrival. Before ordering and paying for extra items please check the individual property details for availability. In some cases items such as logs and coal they may not be available for delivery and you will be asked to provide your own or purchase locally.
Many of the services such as coal, logs, nursery equipment etc are subject to third parties availability. Should any ordered service such as fuel, fireguard cots etc, not be delivered, become unavailable or have to be cancelled we will only be able to - and be liable for - a refund of any amounts paid in advance directly to ourselves.
NURSERY EQUIPMENT
Some individual properties supply a limited number of nursery equipment items, such as cots and high chairs, these either free or as chargeable extras, however items may be restricted to a maximum amount. Before requesting or ordering and paying for these items, please check the individual property details for availability. In some cases nursery equipment may not be available and you will need to provide your own.
Please note linen or bedding is not suppled for cots as each individual has personal preferences - therefore you will need to bring this with you including sheets, pillows and blankets or douvets.
Many of the services such as coal, logs, nursery equipment etc are subject to third parties availability. Should any ordered service such as fuel, fireguard cots etc, not be delivered, become unavailable or have to be cancelled we will only be able to - and be liable for - a refund of any amounts paid in advance directly to ourselves.
FINALLY - If you are unsure about the availability of any additional items or services please do call us.
THINGS TO BRING
It is wise to assume there will be no consumables left at the property, so you need to include in your provisions such items as washing up liquid or dishwasher powder, firelighters for an open fire and perhaps a few extra towels if you intend to swim at the leisure club or in one of the lakes.
FINDING YOUR WAY T0 THE PROPERTY - KEYS
Each property has a link to a Google Map. Also written directions are sent with the original confirmation. On receipt of balance of payment we will forward keys where applicable, normally one week prior to holiday commencement.
In some cases the key will be at the property - your directions sheet will tell you where.
If for some reason your key has not arrived by the time of your departure or you are leaving home early please inform us and we will make other arrangements.
ARRIVAL AND DEPARTURE
Properties are normally let from Saturday to Saturday or Friday to Friday, unless otherwise stated in the individual property details, or agreed on your confirmation.
The arrival time is 1600 or 1700 and the property should be vacated by 1000 hours on the day of your departure. This is to allow for cleaning and preparation prior to the arrival of the next occupants.
Where possible, eg families with children or babies, we will endeavour to make a property available at an earlier time and departure a little later. Please inform us if you would benefit from this but please remember it is subject to scheduling and availability.
PROPERTY UNREADY
Should your property not be able to be made ready at the published arrival time. this due to, for instance, discovery of an unreported fault, problems caused by the previous guest or difficulty in getting a cleaning team to the property, we will do all we can to effect entry as soon as possible, but will not be liable for compensation.
DEPARTURE
In order to prepare a property for the next guest we must ask you depart at the published time. Please ensure that on your departure you leave the home in a tidy condition as per terms and conditions, furniture put back if moved, rubbish out, washing up done and any sign of your pet cleaned up, both in the house and the surrounding gardens. Further if you have discovered any faults or failures please report these before departure, better report them at the time of discovery, allowing us or the owner to effect speedy remedy.
VISITORS WITH MOBILITY DIFFICULTIES
Some of our properties may be suitable for visitors with mobility difficulties and even designed to offer a greater degree of freedom. If you or a member of your party has mobility difficulties we suggest you contact us to discuss your requirements as it may be possible to make arrangements to suit your needs, thus opening your holiday options.
PETS
In some properties pets are welcome though some do make a supplementary charge, this is shown in the individual property details. In all cases you must inform us of any pets you wish to bring. You must restrict your pet to common areas - not in bedrooms, nor on furniture. On departure there must be no evidence of the pet, either inside the property or gardens - please POOP SCOOP. No nuisance or annoyance is to be caused to neighbors and that a pet is never left alone in the property. Failure to do so may cause termination of the let without refund. Any permanent damage caused by a pet or extra cleaning or replacement items will incur a charge payable in full or part by the Good Housekeeping Deposit.
Where a property states no pets are allowed it should be noted that this does not exclude the owner or the owner’s personal friends or family from bringing their pets to the property.
Where a property states no pets are allowed you must on no account bring one to the property or its grounds. By doing so we will reserve the right to refuse access and terminate the reservation without any refund.
FIREWORKS & BONFIRES
If you wish to hold a fire work display or bonfire you must clear this with us prior to booking - some properties will not allow fireworks or bonfires due to stock in surrounding fields
PARTIES AND SINGLE SEX GROUPS
Our properties strictly refuse their use for stag or hen parties and in some cases birthday celebration. If your group is of a single sex make up, you need to discuss this with us - failure to do so may result in your being turned away from a property.
GARDENS, EQUIPMENT & LAKE ACCESS FOR BOATS
Many properties have a garden for the use of the holidaymaker and details will be found in the individual property details. Where there is lakeside access, jetties or mooring you must confirm with us your intention to bring any form of boat or sailing craft as restrictions may apply. Use of any garden facility such as babecue, swings etc. is entirely at the guests’ risk, further we cannot guarantee an individuals perceived suitability of a garden for either pets or children.
GARAGES & PARKING
Parking facilities are noted in the individual property details. For holidaymakers bringing a caravan, boat or trailer, you must notify us to confirm available parking space.
COMPLAINTS PROCEDURE
Whilst every care is taken to ensure complete satisfaction with your holiday home, in the unhappy event of you having cause for complaint please contact us immediately, so that the problem may be dealt with swiftly and not mar your holiday enjoyment. This is important, as to raise the complaint after the holiday does not give us the opportunity to rectify the problem or shortcoming. Please see detail of Terms & Conditions 19 below.
Should a complaint remain unresolved you must address the complaint to the owner, via our office and whose name will be given on your booking confirmation. The Lakeland Cottage Company will not be liable for any refunds or compensation
Terms & Conditions 19 - complaints
a) Whilst we endeavour to take care to ensure your satisfaction with owners maintaining their property to its star rating, should you have cause for complaint this must be reported to the Agent immediately so that the matter can be investigated fully, allowing for the opportunity to try to correct and make good the problem.With respect, a complaint not reported at the time cannot be subsequently entertained after you return home, as you will appreciate it would be difficult to investigate and/or have the opportunity to rectify.
b) Should an item fail or the property and furnishings suffer some wear and tear as much as is reasonably possible will be done to effect a speedy repair, but it must be understood that this is not always possible as we and owners are subject to third party availability and that replacement items or spare parts may need to be ordered. Should an item remain unrepaired this will not automatically warrant a refund or compensation as the item/items form only a part of the overall accommodation, except where the problem renders the property as unsuitable accommodation. Should a failure be deemed by us to render the property unsuitable for occupation then the guest must terminate occupation in order to seek any refund which will be limited to only the rental paid.
c) Force Majeure - In the event of failure of services or facilities outside of the owner’s control, ie electricity, gas, water etc. also attractions and facilities outside of those of the property and any leisure activities promoted in this brochure, also weather conditions that affect travel, then the agent or owner will not be held responsible or liable in full or part for refund or compensation, this save where a property is deemed unsuitable for use, eg fire or flood when the liability will be only to a maximum of the rental paid
d) In the event of a complaint not being resolved to the satisfaction of both the Agent and the holidaymaker, as registered members of Visit Britain the English Tourist Authority, the Agent reserves the right to refer the matter to the VB for advice and inspection as does the holidaymaker. Should the matter continue to be unresolved by the actions of either the holidaymaker or the owner, the holidaymaker must then take issue, legal or otherwise, directly with the owner of the property (The owner’s name & address will be issued at this stage)
DETAILS & DESCRIPTIONS
Through our brochure we aim to be as accurate as possible. However it must be understood that any description is a combination of objective and subjective writing and, in the case of subjective descriptions, these must be seen as the writers personal view. We do have our property description read and scrutinised by the Visit Britain Inspector at the annual VB inspection, where he or she will have approved copy, inventory and picture work to be accurate, offering enough information for a guest to make an informed choice. Any changes suggested are acted upon. When choosing your property you must take into account the VB star rating to judge overall quality of the property.
Having selected one or a number of choices we would be delighted to discuss further with you the details and description. If there are any details important to your stay and not covered in the description, inventory or by the picture work, then you must ask and not assume your needs will be covered, as we will not be able to offer refund or termination once the reservation has been made.
Finally, it should be noted items may change and redecoration may take place throughout the season.
VISIT BRITAIN & QUALITY INSPECTION
The role of Visit Britain is to assess the facilities and the overall quality of a property. Of equal importance, they will have read our description prior to visiting the property, agreeing it to be fair and accurate, neither misleading or omitting details, allowing you to make an informed decision when selecting a property.
Properties are rated under a star system of one to five stars. To be represented in our brochure or website a property must achieve at least three stars
OFFICE HOURS
Our Office hours are Monday - Saturday 9.30am - 5.00pm to 6.00pm. We do close on Bank Holidays and over Christmas and New Year Holidays. This is normally From Christmas Eve then re - opening on the 28th or 29th December.
We then close again from 31st Dec for 3 to four days - maybe!
OWNER CONTACT - EMERGENCIES
Your direction sheet will give you the owners telephone number and also tell you if they or a nominated representative is your emergency contact. Please call them in case of a problem.
In the case of absent owners you will be able to call us out of office hours, however will be limited to our being availble. Your directions will have our home number for out of office hours - we ask this is only in real emergencies. Should you encounter a problem or item failure we do not make any promises that this can be resolved out of working hours or at weekends.
Finally, we are here to help and advise, both at the booking stage and up to and during your holiday stay.