Question: I tried accessing the site, but got an error message / the site did not seem to work smoothly.

Please fill in our contact form and in the comments, tell us what page you were trying to access.

Question: I am trying to book a short break, but the web site says I can’t.

Short breaks are accepted at all of our properties and can be booked online. Start days for short breaks are usually on a Friday or a Monday, and available start days will be displayed on the availability and pricing page.
The Duration for short breaks is 2, 3 or 4 nights.
Short Breaks may be booked at any time in advance, except for the following times of the year, when they are not available:
Peak Summer Months (end July and August), Easter, Spring Bank Holiday, Christmas and New Year

Question: Can you check the availability of a property for me?

Yes, however we would always recommend that you use our web site which is completely up to date with photos, descriptions, prices and most importantly availability.
Once you have found a suitable property, you can complete the whole booking process online. Simply click on the button “Check Availability” on the property details page, confirm your holiday dates and proceed to book securely online. Your booking will be confirmed by e-mail.
If you would prefer more assistance with your search, please call us and we will be happy to help. (see contact details)

Question: What amenities are available at the property?

At the property you will find most of the standard appliances you would expect to have at home.
All properties have a description of services and facilities available.

Question: Is there a TV / Fridge etc at the property?

At the property you will find most of the standard appliances you would expect to have at home.
All properties have a description of services and facilities available.

Question: Can I take an extra person/infant?

Extra People / Infants – If additional adults, children or infants wish to come on holiday with you please add them to the comments section of your booking form. The party size must, however, remain within the number of people (including infants and children) that the property clearly states it can safely accommodate.

Question: Can I take an additional pet?

Extra pets – Dogs are welcome at all of our properties. Please check on the property details page to see how many dogs are allowed in each property.

Question: Can I book non-standard start day, for example Tuesday?

All properties on the web site have defined start dates. The web site itself will guide you to choose the correct start date for each property. Friday is the standard start day for most weekly bookings.
Where short breaks are available the web site will show the relevant start days for the duration you are seeking.

Question: When will I receive my confirmation?

You will receive an email outlining your provisional booking shortly after you have entered your booking into our system.
We will normally acknowledge availability and booking within 48 hours.
We will send your booking confirmation to you by e-mail on receipt of your deposit/full payment.
If you have not provided an e-mail address when booking, confirmation will be sent by post which usually takes 7-10 working days.
The information will include all the contact details you will require for your holiday, and will tell you when you must pay the remaining cost of your holiday. Upon receipt of the balance of you payment we will send you all necessary travel directions.

Question: When will I receive the driving directions to the property?

We will normally acknowledge availability and booking within 48 hours.
We will send your booking confirmation to you by e-mail on receipt of your initial payment. If you have not provided an e-mail address when booking, confirmation will be sent by post which usually takes 7-10 working days.
The information will include all the contact details you will require for your holiday, and will tell you when you must pay the remaining cost of your holiday. Upon receipt of the balance of you payment we will send you all necessary travel directions.

Question: When will I receive details of the owner’s address?

We will normally acknowledge availability and booking within 48 hours.
We will send your booking confirmation to you by e-mail on receipt of your initial payment. If you have not provided an e-mail address when booking, confirmation will be sent by post which usually takes 7-10 working days.
The information will include all the contact details you will require for your holiday, and will tell you when you must pay the remaining cost of your holiday. Upon receipt of the balance of you payment we will send you all necessary travel directions.

Question: Is there parking at the property?

All property descriptions on the web site will include information regarding parking facilities. However, there is ample parking available at all our properties.

Question: How can I tell if a property is suitable for a wheelchair user / person with restricted mobility?

To ensure that the property fully meets your requirements, please contact us so we can advise you of property facilities and access.

Question: How do I pay the balance of my holiday?

We will contact you when you balance is due. Depending on how you chose to pay your balance will depend whether you receive an on-line invoice or an invoice in the mail.The balance on your holiday can be paid by telephoning Vale of Lune Cottages on 015242 72669 during normal office hours. Please have your Booking Reference number and property details to hand.

Question: Additional Booking Information

Important 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 3pm (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.

Cleaning

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 or other fuels. Some of our properties contain open fires or wood burning stoves. Where this is the case, all fuel is provided at no extra charge.

Security Deposits

We do not make any additional charges.

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.

Pets

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 well being of all our holiday makers 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.

Dissatisfaction

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 web site 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:
Please:
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