FREQUENTLY ASKED QUESTIONS
What happens once you receive my booking?
As soon as we have received and checked your booking and processed your payment, we will send you a confirmation of booking by post or email. Please check that all the details are correct as any changes you make will incur a £30.00 administration fee. If you have paid the deposit only, the confirmation will tell you when the final balance payment is due and how much to pay. If we have an email address, a reminder will be emailed to you a week before the balance is due. Please note that once you have made a confirmed booking it is not transferable between properties or dates.
How do I pay the final balance?
You are welcome to pay the final balance by any of the payment methods mentioned on the booking form but we would prefer a cheque or debit card — any payments by credit card will incur a 2% surcharge which covers the additional costs to us. The final balance is due six weeks before your holiday — if you are likely to require any linen or hire equipment that you did not request on your original booking this is a good opportunity to order and pay for these extras.
How will I find out about the arrival arrangements?
On receipt of your final balance we will send you by email or post full details including the property address, key collection information and directions.
Please check these — for most properties the key collection point is our office in Lyme Regis but some require that you contact the owner or caretaker a few days before your arrival to arrange key collection. We can make special arrangements if you are likely to arrive outside of our normal office hours and you are due to collect your keys from us but we would ask that wherever possible keys are collected before 5pm. Please contact us in the week before travelling if you can’t avoid arriving later.
What happens if I need to cancel?
If for any reason you need to cancel your holiday please let us know as soon as possible. Telephone us at the earliest opportunity and follow up with confirmation in writing. Our Holiday Protection Cover allows for many eventualities but if for any reason you are not covered we may be able to refund you (less an administration fee of £30.00 and the booking fee) if we are able to re-sell the holiday on your behalf.
What happens if I have a complaint?
Please remember we are here to help you have a good holiday and to deal with any matters you may wish to discuss concerning a property during your stay. We can’t put things right once you have vacated a property or gone home. If you have any problems or complaints come and talk to us, we will always endeavour to put things right so that you can just get on with enjoying your holiday.
What’s provided in the property?
All of our properties are fully equipped for self-catering holidays.
This means that there will be crockery, cutlery, and cooking facilities appropriate to the number of guests that the property accommodates. Some of the properties include bed linen and all will have 2 pillows per person and duvets (or blankets). Some may include towels—check the individual property details when booking. You are welcome to bring your own linen to properties where it is not provided or to take advantage of the hire service. Please call or email for details.
All properties have colour television, ironing facilities and microwaves, many include additional facilities —these are listed at the end of each individual property description. For most properties the cost of heating & electricity is included in the rental price, for a few it is an extra, check the individual property details to confirm. Because all of our properties are independently inspected you can be confident of good standards.
Will the property be clean when we arrive?
We never compromise on cleanliness. All properties are cleaned and prepared between lettings and are regularly inspected. If, for any reason, you are not happy with the standard of cleaning when you arrive we want to be the first to know so that we can alert the owner and/or caretaker and get things put right for you. We cannot address cleaning issues retrospectively so in the unlikely event that you are not satisfied please contact us immediately. We do ask that you leave the property in a generally clean and tidy state. This does not mean that you need to undertake a full clean before departure but we would ask that you exercise reasonable standards of cleanliness during your stay and ensure that, for instance, all of the washing-up is done and cleared away, that dishwashers are emptied and that surfaces are cleaned of obvious debris etc. We ask owners to ensure that properties are thoroughly prepared for incoming holidaymakers - they are not expected to clear up after the outgoing holidaymakers. If the property is not left in a reasonable state we may make an additional service charge to you of £25.00.
Can we bring a pet?
Some of our owners do accept well behaved dogs, see individual property details to confirm. Dogs are only accepted on condition that they are not allowed on beds or other furniture, that they are never left unattended in a property and that all ‘mess’ is removed from the outside areas before departure. Any pet other than a dog can only be included by special agreement with the owner - please contact us before booking. There is an extra charge of £20.00 per pet per week (or part week).
What are the arrival and departure times?
Arrival and departure times for the property you have booked will be confirmed in writing when we have received your final balance payment. For most properties this will be 3pm on the day of arrival and 10am on the day of departure. We would ask that you respect these times, particularly during busy holiday periods when it takes time for caretakers to get properties ready for occupation and minor maintenance may be necessary.
What happens if anything is damaged or broken during our stay?
You are responsible for any breakages that occur during your stay.
We would ask you to let us know of anything you find to be missing or broken when you arrive so that no charge is passed onto you. If you or any member of your party breaks or damages anything during your stay we ask that you let us know as soon as possible so that we can determine how best to deal with it. Please don’t wait until your departure to advise us of anything broken or damaged that may materially affect the next visitor’s stay. Only a small number of our owners require that we take a damage deposit. Where this is the case we will collect the deposit with your balance payment and it will be returned less any amount claimed by the owner within 14 working days of your departure. A £200.00 security deposit is required for all bookings over Christmas and New Year.
Is someone available to deal with any problems we might have during our stay?
The Lyme Bay Holidays office is normally open from 8.30am – 5pm Monday – Saturday, when there should always be someone available to deal with your query or problem. If you have an emergency outside of these hours there is always an emergency telephone number on our answer phone message and you will be able to speak to someone who can help put things right.
What happens if we leave something behind on our departure?
We spend a great deal of time recovering lost or forgotten items from our properties. Please check carefully that you have all your belongings with you on departure. We will charge a £15 admin fee plus the cost of postage in advance to retrieve and return lost property on request. Any unclaimed items of property will be disposed of after 4 weeks
Any other questions...
Please email us on firstname.lastname@example.org or call the office on 01297 443363 and we will do our best to answer any queries you have.