The practical answers, before you have to ask for them

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

We welcome children of all ages.

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.

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.

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 nay 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.

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.

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.

The Hot Tub is provided for your pleasure and if used in accordance with our rules can provide great enjoyment. Please bear in mind however that that late night noise is unacceptable. The Hot Tub therefore cannot be used before 9am or after 10pm. If we receive a call after 10pm to say that the Tub is in use and neighbours are being disturbed we may require you to leave the following day. Whilst we make every endeavour to ensure it is available for you it may not be available to use or up to temperature on the first night of your stay or at all if there is a mechanical fault or damage by the previous guest. In such circumstances no compensation will be payable and our liability would not extend beyond this point. The Hot Tub is professionally prepared before your arrival and the water quality is chemically balanced to last safely for the duration of your visit as long as you follow our hygiene rules. Should we discover while you are at the house that the water quality has deteriorated past the point of safe use the tub will be closed and drained. It will not be refilled. If more than 6 people use the Hot Tub at any one time the water may well spill over and cause the jets to stop working. If you call us out to repair this problem during your stay there will be a charge of £75.00. If we have to do more than top up the hot tub with water after your stay we will make a charge. If we receive complaints from neighbours due to guests using the hot tub after 10pm we reserve the right to retain some or all of the security bond which may be used as compensation to any aggrieved parties in the locality. It is essential that every person using the hot tub (including children) showers thoroughly before use and removes all oils, make up, body lotions and hair treatments before entry. If you do not, the chemical treatments may be rendered ineffective.

Check in: 16.00 pm. Check out: 10.00 am.

You are booking the house for a maximum number of 22 people (whether adults or children) plus two infants in cots. Extra guests cannot be accommodated without our express approval at the time of booking and if accepted will incur an extra charge.

The Hot Tub is provided for your pleasure and if used in accordance with our rules can provide great enjoyment. Please bear in mind however that late night noise is unacceptable. The Hot Tub therefore cannot be used before 9am or after 10pm. If we receive a call after 10pm to say that the Tub is in use and neighbours are being disturbed we may require you to leave the following day. Whilst we make every endeavour to ensure it is available for you it may not be available to use or up to temperature on the first night of your stay or at all if there is a mechanical fault or damage by the previous guest. In such circumstances no compensation will be payable and our liability would not extend beyond this point. The Hot Tub is professionally prepared before your arrival and the water quality is chemically balanced to last safely for the duration of your visit as long as you follow our hygiene rules. Should we discover while you are at the house that the water quality has deteriorated past the point of safe use the tub will be closed and drained. It will not be refilled. Please note and observe the rules pertaining to the Hot Tub outlined in the House Book on site and in the posted notices. If more than 6 people use the Hot Tub at any one time the water may well spill over and cause the jets to stop working. If you call us out to repair this problem during your stay there will be a charge of £75.00. If we have to do more than top up the hot tub with water after your stay we will make a charge. If we receive complaints from neighbours due to guests using the hot tub after 10pm we reserve the right to retain some or all of the security bond which may be used as compensation to any aggrieved parties in the locality. Hot Tubs can be dangerous to health if used incorrectly. Before your arrival the Hot Tub will be tested and treated to ensure that it is safe for the duration of your visit (if staying for a weekend). If you are staying for a week a further test and treatment will be applied mid visit. The efficacy of these measures however depends for their success on your co-operation. It is essential that every person using the hot tub (including children) showers thoroughly before use and removes all oils, make up, body lotions and hair treatments before entry. If you do not, the chemical treatments may be rendered ineffective.

Caravans and Campervans are not allowed at this venue and the erection of tents marquee's or other structures is also prohibited without prior permission from us.

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.

You are booking the house for a maximum number of 22 people (whether adults or children) plus two infants in cots. Extra guests cannot be accommodated without our express approval at the time of booking and if accepted will incur an extra charge.

Holly tree house can accommodate up to 6 vehicles. We do however recommend car sharing where possible.

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.

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

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.

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.

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.

At least 8 weeks before your holiday starts.

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

By Bacs transfer or cheque.

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

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.

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.

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.

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.

We welcome children of all ages.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.