Useful Holiday Information
Arrival and Departure Dates
Arrival and departure day, also known as 'Changeover Day'; for the full week holiday is either a Friday or Saturday, the start day will be clearly shown by a symbol in the cottage description. Please note that where the start date of the holiday or short break is not a Friday or Saturday, the price will usually fall into the previous Saturday's price band. Short breaks where applicable can start on any day of the week.
Most of the properties are available after 3 p.m or sometimes earlier with the owner's consent. You will receive full details of arrival time, directions and key arrangements after you have paid the balance of the hire charge. You will be given the homeowner or keyholder's name and telephone number and we ask that you ring a few days before your holiday to discuss arrival times and hand over of the keys. Please do not arrive early, unless previously arranged, as time is needed to thoroughly clean the property between lets. We also ask that you leave the property by 10 a.m. on departure day for the same reason.
Star Ratings
Every year VisitEngland inspect more than 11,000 self catering units. The Quality in Tourism star ratings help guests choose the accommodation that's right for them. Assessors have been visiting flats, houses, cottages and serviced apartments assessing quality, including comfort, space, facilities and most important of all, cleanliness.
Quite simply, the more Stars the higher the overall level of quality. Establishments at higher rating levels also have to meet some additional requirements for facilities. All properties have to meet an extensive list of minimum requirements before they can be considered for a Star rating. From there, increased levels of quality apply. For instance, you'll find acceptable quality at One Star, good to very good quality at Three Star and exceptional luxury quality at Five Star.
One Star - Acceptable overall level of quality. Adequate provision of furniture, furnishings and fittings.
Two Star - Good overall level of quality. All units self-contained - 2 bathrooms where there are eight or more guests.
Three Star - Good to very good level of quality. Good standard of maintenance and decoration, with ample space and good quality furniture. All double beds with access from both sides. Microwaves.
Four Star - Excellent overall level of quality. Very good care and attention to detail will be obvious throughout. Either access to washing machine and drier, if not provided in the unit, or a 24-hour laundry service. Only bed spaces in bedrooms can be advertised unless within a studio (i.e. sofa beds are excluded).
Five Star - Exceptional overall level of quality. High levels of decor, fixtures and fittings, together with excellent standards of management efficiency and guest services, with excellent range of accessories and personal touches.
Short Breaks
Short breaks are available in many of our self catering properties from October-April inclusive excluding Bank Holiday weeks and October half term. Three night weekend breaks and four night mid-week break prices are shown on individual property details where applicable. Some properties may also be available for short breaks between May-September but only at short notice and on request with the individual homeowner.
The weekend short break starts on a Friday for 3 nights. Mid week 4 night breaks are from Monday to Friday. 5 & 6 nights breaks are charged at the normal weekly rate. Please note that short breaks are not available over Christmas, which is charged weekly at the peak season rate.
Electricity and Heating
Electricity and heating are included in the rental cost of nearly all of our properties. Please check the property description which will provide details where these utilities are not included.
Christmas/New Year
As both Christmas and New Years Day both fall on a Saturday for 2010/2011, those weeks, for the purposes of booking, will run from a Thursday start day. Please note that short breaks are not normally available during Bank Holidays, but may be available in selected properties over the New Year period - please ask.
FlexiLets (Longer Term Lets)
Many FHH holiday homes and other properties are offered for rental from nine weeks to a five month period. Please enquire for availability.
Welcome Pack
Many Homeowners provide a welcome pack or tray for visitors and this will be shown by the cup symbol. What is provided will differ from property to property but the minimum included should normally consist of tea, coffee, sugar, milk and biscuits. Sometimes there will be more provided so please ask for details.
Prices
Prices for each property are shown on the individual property description. The prices show the basic cost of the holiday. Individual cottages may have extra charges per person, e.g. towels, extra beds, etc, details of which will be shown clearly in the property description. Cancellation protection is included in the price of your holiday.
Linen
Bed linen is included in the holiday price for all of our properties.Towels are also included unless otherwise stated.
Pets
Many of our properties will accept pets and these will be displayed with a Dog symbol in our brochure or details will be stated on the individual property page on our website. More details are given in the property description. Bookings that include pets are taken on the understanding that all flea and worming treatments are up to date. Please remember that they should not be left unattended in properties and that some homeowners insist on pets remaining downstairs and off furniture at all times. You, as pet owner, will be responsible for removing any evidence left by your pet and reimbursing the owner for any damage caused. Please show consideration for guests visiting after you have gone home and bear in mind that some popular beaches do not permit dogs during the summer months. Our properties charge £20 per pet per full or part week.
Extra Persons
Some properties have extra beds or sofa beds. There may be a charge if used; this will be stated in the property description. In no circumstances may more than the maximum number of persons indicated occupy a property (see Terms & Conditions).
Babies
Cots and highchairs are available at properties displaying the relevant symbols. No cot linen is provided.
Cleaning
All FHH cottages are cleaned thoroughly between holidays. We would ask that you leave the property and its contents clean and tidy (see Terms & Conditions).
Alterations to Bookings
FHH cannot accept a change of holiday property once we have received your payment. It may be possible to change your holiday week providing you advise FHH not less than six weeks prior to your original holiday start date. This is not always possible, although if FHH is able to rearrange this for you, a charge of £50 will be made to cover administration costs. No change of dates is operative until the administration fee is paid and written confirmation sent to you.
Security Deposits
For some FHH properties a security deposit is taken as a guarantee against any breakages or damage occurring during your stay, or any excess cleaning required at the end. It should be paid on arrival to the owner or keyholder with cash, a guaranteed sterling cheque or signed travellers cheque unless requested with the reservation balance (see property descriptions). After inspection of your property it will be returned to you at the end of your stay or, if this is not possible, by post within two weeks of your departure. Breakages or damage should always be reported to the keyholder and holiday homes should be left in a clean and tidy condition. Freedom Holiday Homes reserves the right to increase the security deposit for Christmas, New Year, party groups and long let bookings.
Special Requirements
If you have any special requirements for any member of your party, do contact us to discuss the suitability of the property selected. Our staff will be pleased to advise you or make further recommendations.
Customer Service
If you are unhappy with your booking or the way it has been handled, please inform FHH immediately.
The contract is between you (the Hirer), and the Home Owner so if any problems arise during your stay, you should contact the Home Owner or Keyholder immediately who should put the matter right as soon as possible.
If the matter is not resolved, let us know as soon as possible. No correspondence can be entered into in the case of complaints made after you return home when it will be appreciated that it is quite impossible for them to be effectively investigated.
If you have an urgent problem, please contact the Home Owner or Keyholder. If you cannot contact the Home Owner or the Keyholder, telephone our office on 01580 720770 during office hours.
Please leave a telephone number or location where you can be contacted.
We will do all we can to rectify the matter - if we are unable to do this and, in our opinion, your complaint is justified, we will try to find alternative accommodation for you.
i. This may involve an increase or decrease to your holiday cost, depending on the price category of the alternative property.
ii. It may not be possible to re-locate you in high season. In such cases, where you do not stay in your booked property, we will arrange a reimbursement of the cost of your holiday or part thereof.
FHH's liability and that of the Home Owner is limited to the price you paid, except in the case of legal liability for personal damage or injury, for which purpose public liability insurance is carried by the Home Owner.
Period Properties
Many of the properties within the brochure and website are older cottages dating back to the 19th century or earlier. It is important to remember before booking your holiday that part of the charm of such properties are the characteristically low ceilings, doorways and beams. They often have steep and narrow stairs and because of low or sloping ceilings, may have limited clothes hanging facilities. Many were also built before the introduction of damp proof courses and cavity insulation. These points are particularly important to note if your party has any elderly or very young members. Thatched roofs and beams can attract spiders, and cobwebs reappear very quickly after being removed.
FHH feel that these are aspects of the properties that add character and charm and would not hesitate to recommend them to you given the aforementioned features are understood.
This information supersedes previous issues.
