Question 1

What time must I vacate the self catering holiday property?

Accepted Answer

We ask all holidaymakers to vacate the property they are staying in by 10am on the last day. There is unlikely to be any flexibility on this time due to cleaning arrangements.

Question 2

Do you provide cots and highchairs in your holiday homes?

Accepted Answer

All of our properties provide 2 travel cots – and 2 highchairs. Please do check the individual property details. Bedding for cots is NOT provided; please bring your baby's bed linen for the cot.

Question 3

Do we have to bring our own bed linen and towels?

Accepted Answer

Bed linen, towels and tea towels are provided unless otherwise stated. Do look at the individual property details for clarification. Pool and hot tub towels and cot linen are not provided at any of our properties. We also ask families with small children to provide their own waterproof sheets for beds if needed.

Question 4

How do I leave feedback?

Accepted Answer

Let us know how your stay went in the Visitors Book and if you have any suggestions for improvements do leave a note for the owner or contact Big House Holiday Lets and we'll pass it on to them.

Question 5

What is the "Refundable Bond"?

Accepted Answer

It's a deposit that we take on behalf of the owner. We will only withhold repayment of it if they ask us to do so. Normally, we return the deposit to you within 10 days after the end of your holiday. We retain the right to increase the Bond at our discretion. For single sex groups the Bond is £500.

Question 6

What do I do if I have left something at the property?

Accepted Answer

Do check the property thoroughly before you leave, but if a valuable item has been left please contact us. There is a minimum collection and packaging charge of £25.00 for returning items which will be deducted from your bond.

Question 7

Am I expected to clean the property before leaving?

Accepted Answer

We ask all our holidaymakers to leave the property clean and tidy. A thorough clean is done in-between lets by owners / cleaners, but please make sure that: household rubbish bins are emptied and deposited in the appropriate outside bins. if fires have been used and embers are cool enough, please clean out fires. owners are very appreciative of holidaymakers who strip used beds for hygiene reasons.

Question 8

Where will I collect the keys and directions to the cottage?

Accepted Answer

Following receipt of your final payment, full instructions will be sent to you. They will contain details of directions, full postal address as well as information on picking up the keys to the large holiday home you have booked in the Wye Valley or Forest of Dean.

Question 9

What time am I able to occupy the holiday home?

Accepted Answer

From 4 p.m. onwards. Please do not arrive earlier as this will interfere with the cleaning and maintenance tasks that need to be performed prior to your stay. If you do have a need to arrive earlier, please discuss it with us well beforehand so that we can find out from the owner if we can accommodate any flexibility.

Question 10

What do I do if I find something wrong at the property?

Accepted Answer

If you find anything wrong, tell the owner or the caretaker AT ONCE (you will find their contact details on your paperwork/email information). They will be anxious to put any problem right as quickly as is humanly possible. If you cannot get hold of them, then contact Big House Holiday Lets immediately (01600 732050). Outside normal office hours please phone the mobile contact you'll be given on arrival. A member of staff is 'on call' 24 hours a day, 365 days a year to deal with emergencies. If you have difficulties, please do not suffer in silence. Mention problems that are spoiling your holiday to owners, caretakers or us so that action can be taken to put things right. We care that you enjoy your holiday in our homes and will do all we can to rectify any problems.

Question 11

When can I check in and check out?

Accepted Answer

Your accommodation will be available to you from 4.00pm on the day of arrival, unless otherwise arranged. We may not be able to accommodate you if you arrive earlier than the agreed time as we will be busy preparing your rooms. A representative from Big House Holiday Lets will contact you a few days before your holiday to ascertain your expected time of arrival and can be at the house to greet you. Please leave the accommodation by 10.00am on the day of departure, unless otherwise arranged. If the cleaners are unable to work because you are still in the property we may make a deduction from your bond to cover their costs.

Question 12

Do you have properties suitable for those with mobility problems?

Accepted Answer

We encourage owners to make their group self catering holiday accommodation as accessible as is reasonably practicable. We advertise a number of properties as 'suitable for those with some mobility problems', in which case access from the car drop-off point to the property is short and fairly level (2 – 3 steps up or down at most), the living room and kitchen are easily accessible and there is a bedroom and bath or shower-room with w.c. on the ground floor. If we say a property is 'suitable for wheelchair users', it means that the property and facilities have been designed with wheelchair users in mind. If you have disabled people in your party, please always discuss the property's suitability for them with us, in detail, before booking.

Question 13

What if I or a member of my party have allergies to pets or feathers?

Accepted Answer

If you need (for allergy reasons, for instance) a property which pets NEVER enter, please tell us. Please don't assume owners who don't accept dogs will never allow a dog (guide dogs, for example) in the property. Similarly, if anyone in your party suffers from allergies to feathers or other materials, please let us know when you are booking so that we can guide you towards an appropriate alternative group self catering property.

Question 14

Are all of your group self catering properties self-contained?

Accepted Answer

Yes. Where facilities are shared we say so; otherwise, you will have sole use of the property.

Question 15

Do any of your large holiday cottages allow smoking?

Accepted Answer

For the pleasure and comfort of all our guests, all our large group accommodation properties are strictly no smoking.

Question 16

How do I know if a holiday house accepts dogs?

Accepted Answer

If pets are permitted at a property, it will be stated on the property information and if you are bringing a dog, we will send you further guidance on the dos and don'ts when you book. In the meantime, you can also find out more here.

Question 17

Are swimming pools safety supervised?

Accepted Answer

No. You and your fellow holidaymakers use them entirely at your own risk. Children, poor swimmers and non-swimmers must always be supervised in pool areas. The pools are regularly maintained by our staff, but please don't hesitate to contact us if you see something that could cause danger.

Question 18

When are swimming pools open?

Accepted Answer

Every effort is made to have outdoor heated pools available for your use between the second week in May and the second week in October (subject to cleaning and emergency maintenance) unless we say otherwise in the large holiday property description. In particularly bad weather conditions we cannot guarantee the temperature of the pool.

Question 19

What is the minimum age to book?

Accepted Answer

The minimum age to enter into this agreement is 25. Bookings cannot be accepted if you are under the age of 25.

Question 20

Do you recommend holiday insurance?

Accepted Answer

Many unforeseen things can occur either prior or while on holiday and we strongly recommend that you take out holiday insurance.

Question 21

What happens if accommodation is unavailable?

Accepted Answer

We would only cancel your holiday if your accommodation was unavailable for reasons beyond our control. We would, however, attempt to offer you alternative accommodation. If this was not possible, then we would refund all monies paid by you for the holiday with the exception of the deposit. Our liability would not extend beyond this point. We will not be liable for any failure to honour a booking, or any resultant loss, that results from one of the following events: any law or action taken by a government or public authority, including failure to grant necessary consents or licences; terrorist attack or civil war; epidemic or pandemic; nuclear, chemical or biological contamination; collapse of buildings, fire, flood, drought, earthquake or other natural disaster or act of God.

Question 22

When is an administrative charge applied?

Accepted Answer

An administrative charge of £25 will apply where the company manages or deals with issues and or problems either as stated above or outside of the normal day to day management, and at the discretion of the company or property owner. Customers will always be advised of this at the time.

Question 23

What is your liability policy?

Accepted Answer

We do not accept any liability for any damage, loss or injury to any member of your party or any vehicles or possessions, unless proven to be caused by a negligent act by ourselves or our employees or contractors whilst acting in the course of employment.

Question 24

How is my data handled?

Accepted Answer

Any data collected during the course of this booking will be stored on our computers and filing system. With your permission we may from time to time contact you about promotions, offers and updates. We will not share your details with any third party.

Question 25

Can I, the holidaymaker, change the names of those staying at the property after I have made my booking?

Accepted Answer

Yes. Do let us know in writing and in advance, the names of all guests, their ages (if under 18) and the dates they will stay in the property. The overnight total must not exceed the maximum number the property is advertised as accommodating. If you do have a change of guests mid-week do make sure you inform us if you require additional linen and towels, for which we will make a charge.

Question 26

Can I, the holidaymaker, change a booking once it is fixed.

Accepted Answer

At the owners discretion, yes you may change a date on your group self catering holiday.

Question 27

Can you, the agents, change a booking once confirmed in a large holiday home?

Accepted Answer

Exceptional circumstances outside of our control could arise which could result in the cancellation of a booking. Under such circumstances we would refund all monies with the exception of the deposit. If we, through actions within our control, have to cancel your holiday we would refund your money in full. In either case we will inform you immediately and try to offer you alternative group accommodation. Our liability does not extend beyond this point.

Question 28

What happens if I need to cancel my group self catering holiday?

Accepted Answer

By making your booking, our agreement is a legal contract and your deposit is non-refundable. If you cancel: Up to 16 weeks before your arrival date you will not be liable for anything other than your deposit. Between 16 and 12 weeks 50% of the balance. Between 12 weeks and 8 weeks 75% of the balance. If you cancel within 8 weeks of your arrival date, your entire payment is forfeit. In every case where a cancellation takes place we will do our utmost to re-let the dates. As the date of the holiday draws nearer we may need to reduce the price, wholly at our discretion. If we resell the holiday for less than you paid we shall refund you the lesser amount less an administration and advertising fee of £100. Many unforeseen things can occur either prior or while on holiday and we strongly recommend that you take out holiday insurance. Please see our Terms & Conditions pages, relevant to each property, which can be found on their listings.

Question 29

What are the Terms of Business?

Accepted Answer

When you make a booking you enter into a legal contract with the owner of the self catering holiday property. The Terms of Business can be found by going to a Properties page, where you can see T&Cs on our website.

Question 30

When does the final balance need to be paid for my group self catering holiday?

Accepted Answer

At least 8 weeks before your holiday starts.

Question 31

How much deposit do I have to pay to secure my booking?

Accepted Answer

The deposit to secure your booking is 25% of the basic rental of the group accommodation.

Question 32

How do I pay for my group holiday accommodation?

Accepted Answer

By Bacs transfer or cheque.

Question 33

Are there any additional charges for your group self catering holidays?

Accepted Answer

Heating, electricity, bed linen and towels are always included in the rental of our large group self catering properties. We will let you know about any 'extras' at the time you book. Where there is a wood burner or open fire and logs are available from the owner, there is sometimes a small charge. There will also be a charge for telephone calls and excess internet usage

Question 34

Are the prices quoted for the large holiday house or per person?

Accepted Answer

All prices quoted are for the basic rental of the large self catering house and where applicable includes the cost of travel cots, high chairs and bringing your dogs. There is no booking fee or card transaction fees.

Question 35

How far in advance can I book a large holiday cottage?

Accepted Answer

If prices and availability are shown on the website then you can make a booking. Prices are usually set during June of the previous year for our group self catering holidays in the Wye Valley.

Question 36

How do I book?

Accepted Answer

A: Booking Online: We don't allow online booking of our large holiday houses. We like to know who is coming to our owners' properties and we can only find that out by contact. Consequently bookings can be taken over the phone or by email. B: Booking over the phone: Call us on +44 (0)1600 732050 and we can book your large group self catering holiday for you over the phone. We will take your name, postal address, telephone number (and email address if you have one). We will then enter these details on our booking system and send you an invoice by email. If booking more than 8 weeks prior to arrival you have the choice as to whether to pay a deposit (25% of the rental) or the full amount. Your booking will be confirmed to you by email or post.

Question 37

What is the deposit and balance payment schedule?

Accepted Answer

A 25% deposit is required at the time of booking, with the balance payable 8 weeks before the date of your holiday. All payments must be made in Pounds Sterling either by cheque or bank transfer.

Question 38

What happens if I fail to pay the outstanding balance?

Accepted Answer

If you fail to pay the outstanding balance on your account by the due date on the invoice we reserve the right to re-let your booking and use the deposit to offset any loss in income we may make as a consequence of the short notice.

Question 39

Are children welcome?

Accepted Answer

We welcome children of all ages.

Question 40

Do you accept single sex and hen groups?

Accepted Answer

We reserve the right to refuse to accept single sex groups unless specifically advised of the fact in writing at the time of booking. If accepted a returnable bond of £750 will be levied against damages. Due to problematic behaviour we are no longer accepting 'stag' groups at this venue.

Question 41

What is the cancellation policy?

Accepted Answer

By making your booking, our agreement is a legal contract and your deposit is non-refundable. If you cancel: Up to 16 weeks before your arrival date you will not be liable for anything other than your deposit. Between 16 and 12 weeks 50% of the balance. Between 12 weeks and 8 weeks 75% of the balance. If you cancel within 8 weeks of your arrival date, your entire payment is forfeit. In every case where a cancellation takes place we will do our utmost to re-let the dates with a view to refunding your payment. As the date of the holiday draws nearer we may need to reduce the price, wholly at our discretion. If we resell the holiday for less than you paid we shall refund you the lesser amount less an administration and advertising fee of up to £200.

Question 42

Can I find out about the Forest of Dean and Wye Valley before I arrive?

Accepted Answer

Yes, (see www.wyedeantourism.co.uk or our own Blog or Things To Do pages on each Property listing for local information). These include articles, background information on the area and contact details regarding places to eat, local producers and things to do whilst you are on holiday.

Question 43

What provisions are provided?

Accepted Answer

Even though this is a self-catering holiday home, some basic consumable items are likely to be present when you arrive. If you wish to avoid duplication or ensure that particular allergies will not be triggered, check with the owner/caretaker what will and will not be there (contact details provided with your final booking confirmation) and they will be able to confirm whether they can accommodate the needs of your group. Likely to be present are Tea, Coffee, Sugar for a welcome drink, A few dishwasher tablets, Some washing up liquid, Basic cleaning materials, Loo roll. There may also be other non-perishable items like a few herbs and spices. You will need to bring everything else that you need or expect to use over the course of your stay or perhaps purchase them from local shops near your holiday cottage.

Question 44

What is the minimum age to make a booking?

Accepted Answer

The minimum age to enter into this agreement is 25. Bookings cannot be accepted if you are under the age of 25. By entering into this agreement, you are confirming that you are over the age of 25 and assume responsibility for your group booking.

Question 45

What happens if my accommodation becomes unavailable?

Accepted Answer

We would only cancel your holiday if your accommodation was unavailable for reasons within our control. We would, however, attempt to offer you alternative accommodation. If this was not possible, then we would refund all monies paid by you for the holiday. Our liability would not extend beyond this point. We will not be liable for any failure to honour a booking, or any resultant loss, that results from one of the following events: any law or action taken by a government or public authority, including failure to grant necessary consents or licences; terrorist attack or civil war; epidemic or pandemic; nuclear, chemical or biological contamination; collapse of buildings, fire, flood, drought, earthquake or other natural disaster or act of God.

Question 46

What is your cancellation and change policy?

Accepted Answer

By making your booking, our agreement is a legal contract and your deposit is non-refundable. If you cancel: up to 16 weeks before your arrival date you will not be liable for anything other than your deposit; between 16 and 12 weeks 50% of the balance; between 12 weeks and 8 weeks 75% of the balance; if you cancel within 8 weeks of your arrival date, your entire payment is forfeit. In every case where a cancellation takes place we will do our utmost to re-let the dates with a view to refunding your payment. As the date of the holiday draws nearer we may need to reduce the price, wholly at our discretion. If we resell the holiday for less than you paid we shall refund you the lesser amount less an administration and advertising fee of £100. Many unforeseen things can occur either prior or while on holiday and we strongly recommend that you take out holiday insurance.

Question 47

What is the cancellation and change policy?

Accepted Answer

By making your booking, our agreement is a legal contract and your deposit is non-refundable. If you cancel: Up to 16 weeks before your arrival date you will not be liable for anything other than your deposit. Between 16 and 12 weeks 50% of the balance. Between 12 weeks and 8 weeks 75% of the balance. If you cancel within 8 weeks of your arrival date, your entire payment is forfeit. In every case where a cancellation takes place we will do our utmost to re-let the dates with a view to refunding your payment. As the date of the holiday draws nearer we may need to reduce the price, wholly at our discretion. If we resell the holiday for less than you paid we shall refund you the lesser amount less an administration and advertising fee of £100. Many unforeseen things can occur either prior or while on holiday and we strongly recommend that you take out holiday insurance.

Question 48

What is the security bond and what can be deducted from it?

Accepted Answer

A security bond of £500.00 is payable with your final balance payment. You are responsible and liable for any breakages or damages, which you cause, to the accommodation or its contents and this will be deducted from your security bond, along with any telephone calls made from the house landline. This includes any damage caused by fixing banners, bunting or decorations at the property. We do not normally charge for minor breakages. If the damage is significant, and more than the security bond, an invoice for repair or making good will be forwarded to you. The security bond will be refunded to you within 10 days of the end of your holiday. Please note that the dispensers for soaps are the property of the owner and are provided for the enjoyment of all guests. These will be charged for if they are found to have been removed.

Question 49

What about Internet access in the holiday house?

Accepted Answer

At large holiday properties where broadband is shown as available, we are unable to guarantee absolutely that it will be available during your stay. If this facility is important to you, please discuss details of the service provider with us in advance and ask them to do their best to ensure availability. Please note there may be an additional charge for internet access. Please do not expect owners to provide IT support during your stay.

Question 50

Will there be a phone in the self catering holiday cottage?

Accepted Answer

Not all large self catering properties have phones. We indicate in the holiday home property description whether they are available and if they are for outgoing or incoming calls only. Calls you make will be payable. If this is important to you, please ask for further details. Mobile coverage is very variable. Click here to check for mobile coverage at your holiday destination

Question 51

What do I do with rubbish at the large holiday cottage?

Accepted Answer

The property welcome folder will include information on the use of refuse bins and refuse collection days. Please note that glass and bottles are not collected and must be taken to the nearest Bottle Bank – the location of which will be found in the welcome folder or taken home with you. The clearance of unsorted or excessive rubbish will be charged at cost from your bond.

Question 52

What is the policy on damages and breakages?

Accepted Answer

A security bond of £500.00 is payable with your final balance payment. You are responsible and liable for any breakages or damages, which you cause, to the accommodation or its contents and this will be deducted from your security bond, along with any telephone calls made from the house landline. This includes any damage caused by fixing banners, bunting or decorations at the property. We do not normally charge for minor breakages. If the damage is significant, and more than the security bond, an invoice for repair or making good will be forwarded to you. The security bond will be refunded to you within 10 days of the end of your holiday. Please note that the dispensers for soaps are the property of the owner and are provided for the enjoyment of all guests. These will be charged for if they are found to have been removed.

Question 53

What are the cleaning expectations at the end of my stay?

Accepted Answer

While we do not expect you to leave the house in precisely the condition you found it, if we have to incur extra cleaning charges through lack of care on your part we will pass those charges on to you. At the end of your stay we expect you to put rubbish in rubbish bins or correct recycle bins, remove any cigarette ends, clear up any pet faeces from outside, clear the tables, wash up and put away. Please ensure you take home any gas canisters or pressurised cans as we are unable to do so without incurring a cost. To help you clear up any mess or spills during the weekend, there is a vacuum cleaner and cleaning tools and products for your use. Please tidy any toys and games back on to the shelves, and replace any furniture you may have moved. Check all water taps and lights are off. Finally, close windows and lock the doors.

Question 54

What is the smoking policy?

Accepted Answer

Smoking is only allowed outdoors in designated areas. These will be shown to you by our representative on arrival. You are expected to remove your own cigarette ends. If we have to do this there will be a charge.

Question 55

How is my personal data used?

Accepted Answer

Any data collected during the course of this booking will be stored on our computers and filing system. With your permission we may from time to time contact you about promotions, offers and updates. We will not share your details with any third party.

Question 56

Can I charge my electric car at the property?

Accepted Answer

The charging of electric cars is a contentious issue, especially since electricity prices have risen so sharply. Since February 2020 new Safety regulations have come into force which may make the charging of electric cars illegal when undertaken on commercial premises using a conventional socket. They may also invalidate the insurance of the house in which you're staying. Ideally do not bring an electric car to the house but if you do, please do not charge it without first seeking the permission of the owner and do not assume that permission will be granted. If we discover that a car is being charged without permission there will be an automatic deduction of £50 from the Bond to cover the costs.

Question 57

What happens if I leave property behind?

Accepted Answer

Please make sure you take all your belongings home with you. If you do leave an item and request its return, then there will be an £15 administrative cost plus postage and packaging.

Question 58

What are the noise rules?

Accepted Answer

The playing of amplified music and or Karaoke is not permitted outside of the property. When playing music indoors please make sure you don't not disturb any neighbours. If we do receive a noise complaint after 10.30pm we may retain some or all of your bond to assuage the neighbours.

Question 59

Are fireworks or open fires allowed?

Accepted Answer

Fireworks may not be used nor Chinese Lanterns, or any external naked flame other than the barbecue which must be supervised.

Question 60

What is the administrative charge?

Accepted Answer

An administrative charge of £25 will apply where the company manages or deals with issues and or problems either as stated above or outside of the normal day to day management, and at the discretion of the company or property owner. Customers will always be advised of this at the time.

Question 61

What is the pet policy?

Accepted Answer

We welcome 3 well-behaved pets. Pets are chargeable at the rate of £35 per pet per stay (booked as a chargeable extra). Pets are not allowed on beds or furniture. Please bring something for your pet to sleep on. If we find pet hairs on bedding or furniture we shall retain monies from the bond for cleaning the soiled item(s) as we will if we find pet faeces in the garden. It is your responsibility to remove this.

Question 62

Do you accept children?

Accepted Answer

We welcome children of all ages.

Question 63

What is your privacy policy?

Accepted Answer

Any data collected during the course of this booking will be stored on our computers and filing system. With your permission we may from time to time contact you about promotions, offers and updates. We will not share your details with any third party.

Question 64

What is included in the price and how does payment work?

Accepted Answer

The price of the accommodation includes the following: central heating, electricity, hot and cold water, bed linen, bath/hand towels, tea towels, dish-washer tablets, toilet rolls, and cleaning upon check out. A 25% deposit is required at the time of booking, with the balance payable 8 weeks before the date of your holiday. All payments must be made in Pounds Sterling either by cheque or bank transfer. If you fail to pay the outstanding balance on your account by the due date on the invoice we reserve the right to re-let your booking and use the deposit to offset any loss in income we may make as a consequence of the short notice.

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