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Booking FAQs

Keys: Arrangements regarding keys, access to the property and route directions are sent out to you with your final payment receipt.

If you would like a second set of keys for the property please contact Heart of the Lakes the week prior to your stay so we can arrange this for you where possible.

Dogs: Many of our holiday homes accept dogs. Details are given within each individual property description. Please see also our Conditions of Booking. Cats are not accepted.

Cots and high chairs: These are available in many properties. Please check individual property details or ask at the time of booking. All cots supplied are travel cots. Linen is not supplied for cots.

Arrival and departure times: These are also given on your final receipt but are either from 3.30pm or 4.00pm on your arrival day with a departure time at 10.00am on your final morning. Please try not to arrive before the stated time as this can cause difficulties on busy changeover days.

Mobile Phones: Signals vary. Please check with your network provider.

Linen/Towels: All our properties supply bed linen - see property descriptions for details. Cot linen is not supplied. Unless shown as included within the property rental, towel hire is offered as an extra at £5 per person per week.  Tea towels will not be provided, please bring these with you.

Parking: Some cottages have limited parking space and the number of vehicle spaces is usually given with the property details. It is not normally possible to accommodate extra cars. No caravans or camping.

VAT: At the present time our holidays are free of VAT but if the situation changes and it becomes necessary to collect VAT on holiday properties, the due amount will have to be added to the rental prices.

Fuel: This is charged as extra at a number of our properties by meter reading taken at the beginning and end of the holiday or by fixed charge listed with the property details. Where readings are taken, electricity is charged at standard rates, oil and gas at cost.

Recycling/Refuse: We take recycling and responsible tourism seriously and we would appreciate you doing the same, even though you are on holiday. Please take care with regards to recycling and refuse and dispose of it responsibly as specified within each property.

Cancellation: Holiday cancellation insurance is not provided by us or the property owner and is not included in the price of the holiday. In the event that you have to cancel your holiday, we shall try to relet it for you. If it is relet, monies received for the relet holiday, less fees and extras already paid for, will be refunded to you. Further details regarding cancellations and your liability can be found in our Booking Conditions - Item 12. Please remember that if you cancel, you are still liable for the payment of your balance. Therefore, all holidaymakers are strongly recommended to take independent advice on appropriate holiday insurance.

Equipment: All our properties have colour TV, fridges, irons etc. and many have much, much more. You will see individual details as you read each property description. Each cottage is equipped with sufficient crockery, cutlery, kitchen utensils, dining and easy chairs, beds and bedding for the maximum number of people as indicated. In cottage kitchens, full size cookers and fridges are all standard equipment.  Please note that cleaning sundries will not be provided at the property, please bring these with you.

Lost Property: A charge will be made for the return of lost property which is sent by Recorded Delivery. Whilst we make all reasonable efforts to return items reported to us by clients after departure, we take no responsibility for lost property that subsequently cannot be found.

Overseas: We welcome bookings from overseas visitors and offer online secure server facilities for card payments.

Emergency: In case of maintenance emergencies during a stay in one of our properties we offer a 24hr service with a special contact telephone number.