FAQ's

Discover all of the answers to our Frequently Asked Questions (FAQs). Our team are are available 7 days a week to help you plan your perfect trip to Stanhope Cottage.

You can read our full terms and conditions for booking Stanhope Cottage here: Terms and Conditions

Each booking is provided with a complimetary package, Essential Getaway, which includes:

• Welcome Pack to include Tea, Coffee Pods, Milk, Butter, Jam, Biscuits, local Muffins/ Pastries
• Luxury Pack with additional extras such as Wine, Luxury Chocolates, Popcorn, Crisps
• Luxury Shower Products and bathroom toiletries, bed linen and bathroom towels, kitchen towels, tea towel and cleaning products.
  
• Additional Guest Household items belonging to the property and provided for complimentary usage during your stay
• Hairdryer
• Hot Water Bottle
• Throw and Cushions
• Umbrella

• Accept credit card
• Accessible 24/7
• Carbon monoxide detector
• Central heating
• Children welcome
• Coffee machine
• Cooking utensils
• Dishwasher
• Essentials
• Fire extinguisher
• Fireplace
• First aid kit
• Gas Central heating
• Grill
• Internet broadband
• Internet wireless
• Kitchen stove
• Microwave
• Oven
• Parking
• Refrigerator
• Safety card
• Shower
• Smoke detector
• Smoking not allowed
• Suitable for seniors or individuals with limited mobility - not wheelchair accessible
• Toaster
• Towel set
• Vacuum cleaner
• Washbasin

We spread the payment by asking for 50% on placing the booking, and the balance payment request is emailed to you 8 weeks before your arrival. The deposit is due within 24 hours of placing a provisional booking, and you will receive your booking confirmation email.

For bookings made within eight weeks of the arrival date we will require the payment in full on confirmation. If you would like to pay off more of your balance before this is due, you can do this by logging into your account and making an online payment.

Payments:

Payment can be made through Stripe or Papal. We can accept payments by bank transfer or by debit/credit card.  Please Contact Us if you wish to do so. 

We ask for a  damage security deposit. We take the details of your debit or credit card as a pre-authorisation to be held securely using until after you depart. We will only charge your card in the event of damage to the property or its contents after we have informed you. The card details will not be held after your departure if no issues are reported.

After your stay, if the property sustained damage, loss of contents or any reasonable additional costs, we would get in touch regarding deductions from your deposit before charging any monies. This does not include normal wear and tear and minor incidentals.

We may alternatively require a refundable deposit  and you will be informed during your booking process. This will be taken a week before arrival.

For full details of the Damage Policy, please refer to our Terms & Conditions.. We reserve the right to hold the security deposit details for longer than four weeks if there is a dispute over damage, or we are awaiting bills/proof of damage.

No refunds will be given in the event of a cancellation, unless we are able to rebook the property on the affected dates, in which case a full or partial refund may be given. Within 8 weeks of arrival, the payment made to secure the property will be non-refundable, and the balance payment will be refunded if the dates are resold. A cancellation fee of £75 inc vat will apply for all cancelled bookings in addition to any further applicable charges to cover the cost of administration and remarketing.

You can find out more in our Terms and Conditions. Please Contact Us should you have any questions.

We highly recommend you take out your own holiday insurance, which can also cover accidental damage during your stay. 

After the booking has been paid in full, you will receive a pre-arrival email  before your arrival date which includes confirmation of the booking information, arrival times, travel directions and how to pick up the keys for the property.

Where will the keys be?

Instructions for how to collect the keys will be included in the pre-arrival email, usually 10 days before arrival. The keys are typically in a key safe.

We invite you to arrive from 4pm on the arrival date  and vacate your property  by 11am on your departure date. Your booking confirmation email will confirm the exact time.

We do endeavour to offer some flexibility, and early arrival and lazy check out can sometimes be arranged, especially out of high season, from only £60. Contact us a week before your stay to check availability.

 Complimentary access to the internet is available through Wi-Fi and Ethernet Cabling. The password, where applicable, can be found in the property.

Terrestial TV is provided in all rooms, additionally there is access to SKY. 

An Amazon Firestick is also available with a range of applications including Prime and Netflix. You are able to us there if you have customers accounts but make sure you log out when you leave.

We understand how wear and tear is inevitable during your stay, including the odd broken glass or chipped plate. We ask that you contact us directly or leave a note on the guest feedback form to notify if something is broken during your stay so this can be fixed/replaced.

For more serious damage or more expensive items to replace, the amount will be taken from your security deposit. Please ensure you notify us of any damage as soon as possible.

Read out Terms & Conditions for our comprehensive damage policy.