Important booking information about your holiday

The following information has been provided for your assistance and safety and we recommend that you read this information in conjunction with our Booking Conditions.

Whether you’re planning a short break or a longer holiday, you’ll be looking forward to the experience. Here are the answers to many of the questions that are asked….everything from when to arrive to how to care for the environment when you are there. We’ve tried to cover the most common questions asked though, obviously, you may have some questions which only we can answer in person. If so, simply contact us on the number you will find in your booking information pack.

Arriving and Departing
Except for short breaks, all bookings run weekly from Friday to Friday. When you have paid for your holiday in full, you will be sent details of how to find your property and where to collect the keys on arrival. Please advise us of your estimated arrival time, which should normally be after 4pm (any variance to this will be advised at the time of booking)
On your departure day, you are required to leave the property by 10am. This is to allow us sufficient time to prepare the property for the next arrivals.
Gardens and Parking Facilities
All properties have gardens where you can enjoy peace and privacy. They also all offer space for off-road parking: details are stated in the property description. If you require an enclosed garden suitable for children and pets, please check with us when you book. You must not leave children or pets unsupervised in the garden.
All properties are cleaned between lets so all you have to do when you get there is unpack and put the kettle on. There is no extra charge for cleaning, unless extra, heavy cleaning is required after you leave, or you do not leave the property and its contents as you found them.
Sleeping Arrangements, Bed Linen and Towels
Property descriptions show the “ideal” number that a property will sleep, based on the maximum of one or two people in a room. Under no circumstances may more than the maximum number of persons indicated occupy a property.
We provide linen at no extra charge, however this does not include cot linen – you should bring linen for cots in all cases (including pillows and blankets or duvets)
Fuel and Water
There is no additional charge for electricity, gas, heating, water. Some of our properties contain open fires or wood burning stoves. Where this is the case, fuel can be provided by additional charge, please contact us for further details and to ensure this is catered for before your arrival.
Security Deposits
Televisions and other facilities
All properties have a cooker and a fridge.
All properties have at least one television that receives terrestrial channels, and therefore channels local to the relevant destination. Additional channels may be available where satellite, freeview or cable television is listed in the property description.
Properties with character
If you choose to holiday in an older property, remember that much of its character and charm is due to its age. Most of our properties are over 100 years old and were built before the days of damp-proof courses and cavity insulation. Bear this in mind if you’re planning to take an elderly person or very young children on your holiday, especially if it’s going to be between October and April. Also, please remember that should traditional cottage features (steep stairs or low beams, for example) be a problem for any member of your party, you must mention this when you call to book.
In rural locations, people around you will often be earning their living and country hours can run into the late evening and very early morning. So be tolerant when it comes to sounds and scents – it’s all part of being in the country! It’s also worth remembering that as the properties are privately owned, they are decorated and furnished according to our tastes.
All our properties welcome pets.
Take any other kind of holiday and it can cost a small fortune paying others to look after your pets while you are away. And. After all, why should you have to leave them behind when they are part of the family? We welcome pets for a small additional charge of just £20 per pet, per week or per short break.
If you are taking your pet on holiday, you must respect these few simple, common sense requests:
• Please keep your pets off the furniture
• Please exercise your pets outside the garden
• Please remove pet hairs from carpets before you leave
• Please don’t leave your pets unattended in the property or garden
• Please do not allow pets upstairs or in the bedroom
• Please take the time to clean up after your pets
Special requirements
We’ll do everything we can to help those in your party with special requirements by suggesting properties that are especially suitable – just let us have all the relevant information at the time of the booking.
We offer cots free of charge, but please note we may not necessarily offer other infant equipment. Please check with us when booking.
Easy walking access: A visitor using a walking aid should have no difficulty in gaining access to the principal rooms (sitting room, dining room, kitchen, one of the bedrooms, a toilet and a bathroom or shower room) and the garden of a property described in this way.
We have some properties which have no internal stairs or steps or have at least one bedroom and one bathroom on the ground floor. Please ensure at the time of booking that the property matches your individual needs, particularly relating to access to the property and the garden. Simply call us and we’ll be happy to give you further details.
Caring for your safety
As part of our Safety Policy, we do our best to ensure that we take safety and wellbeing of all our holidaymakers very seriously and that our properties are well maintained for your comfort and safety.
Nevertheless, please remember that when you stay in unfamiliar surroundings, you must take special care of yourself and your family.
In particular:
• Check the layout of your holiday property so that in an emergency you can get out quickly and easily.
• Check for a fire extinguisher and fire blanket, and read the instructions on their use.
• If the property has open fires or wood burning stoves, make sure you use the fireguard, keep children and pets under close supervision and ensure that the fire is safely out before you go to bed.
• If you are unsure of how to use any electrical appliances, please ask us.
• If your property has night storage heaters, these must never be covered.
• Take special care when moving around the property at night.
• Cots and highchairs must conform to local national standards. If they are damaged or deficient in any way, please contact us.
• Keep your children off balconies.
• If there is a garden pond or other water features, ensure that children or anyone at risk cannot access it. Look for steep drops or steps in the garden, and if there are garden sheds or outbuildings, ensure that children or anyone at risk cannot get into them.
• All activities during your holiday are undertaken at your own risk.
Swimming Pool
Underley Grange has exclusive access to its own outdoor heated swimming pool.
The outdoor swimming pool is not usually available outside the main summer period (end of May to mid September). If your holiday is before June or after August, please check opening times before booking. The pool is heated and regularly maintained, but unusual climatic changes can affect the chemical balance, which often results in the water becoming discoloured or cloudy. We should be contacted in these circumstances and a period of time – at least 24 hours in most cases – allowed for rectification.
Please also follow the safety information below:
• The swimming pool is used at your own risk and there are no lifeguards on duty.
• Do not dive into the pool.
• Check which end is shallow and which end is deep.
• Check the location of life belts and other buoyancy equipment and read the instructions on how to use them.
• Do not swim or go into the pool under the influence of alcohol or immediately after eating a meal.
• Do not take breakable glasses or other utensils into the pool area.
• Do not swim at night or when the pool is closed.
• Always supervise children or anyone who may be at risk.
Gas Appliances
Gas appliances, by law, have to be installed and maintained by CORGI registered engineers, and we are able to provide a copy of the service certificate on request. If you have any doubts about the efficient operation of any gas appliance, particularly boilers or hot water heaters, in your property, alert us immediately.
Gas cookers and fires – as you would at home, ensure that gas cookers and fires are turned off after use, and in particular, check this before you go to bed. When a gas fire is on, children should be supervised at all times.
If you have any concerns about the safety of your property, whether it be the garden, the equipment or the facilities, then please tell us immediately.
We want you to have a safe and happy holiday – a few minutes taking some simple precautions could make the difference between a holiday enjoyed and a holiday spoiled.
Use of Activity Equipment
Some sporting equipment is available to our properties. You will find details of such equipment in the description. Please note that any activity equipment is provided directly to you by the owner. Use of such equipment is at our discretion, and liability for availability and condition rests solely with us. It is your responsibility to a) ensure that you are familiar with the operation of the equipment, b) satisfy yourself that the equipment is safe to use, c) to use the equipment responsibly, and d) to supervise children using the equipment at all times.
We work very hard to ensure that you will have an enjoyable holiday. However, in the unlikely event that you are dissatisfied with your accommodation, then it is very important that you register this straight away with us and do not wait until you return home, when the chance of actively helping you has passed. Even if you think nothing could be done to make your situation better, you must say something while you are on holiday. Please see our Booking Conditions for further information on our complaints procedure.
Protecting your holiday environment
The properties featured on our website are set in one of the loveliest parts of the country, so naturally we are interested in anything we can do to help preserve the environment. You can help too, by respecting the area you visit and remember the following points:
• Don’t litter
• Don’t waste energy and water
• Guard against fire
• Respect the rights of land and property owners
• Protect local wildlife
• Follow the Countryside Code