Important information

The following information has been provided for your assistance and safety and should be read in conjunction with the booking Conditions.

Important information about your holiday cottage
Arriving & departing
Gardens & parking facilities
Pets
Cleaning
Sleeping arrangements, bed linen & towels
TVs
Fuel and water
Security deposits
Properties with character
Special requirements/occasions
Cots and highchairs
Easy walking access
Dissatisfaction
Protecting your holiday environment
Caring for your safety
Swimming pools
Gas appliances
Getting the very best deals
Customer Satisfaction... all the way


Important information about your holiday cottage

The following information has been provided for your assistance and safety and should be read in conjunction with the booking Conditions.

Whether you're planning a short or longer stay at your holiday cottage, you'll be looking forward to the experience. Here are the answers to many of the questions that are asked by customers like you. everything from when to arrive to how to care for the environment when you're there. We've tried to cover the most common questions, though obviously, you may have some questions which only the property's owner or our local office can answer. Contact details are in our brochure/online or in your booking confirmation information.

Arriving & departing

Except for short stays, bookings run weekly from Saturday to Saturday or Friday to Friday, unless otherwise stated. The relevant days are set out in the property description. When you have paid for your booking in full, you will be sent details of how to find your property, contact details for the owner, caretaker or our local office and where to collect the keys on arrival. Your property is available from 3.00pm on the day of arrival (unless otherwise stated in your booking confirmation).

On your departure day, you are required to leave your property by 10am. This is to allow the owner or caretaker sufficient time to prepare the property for the next arrivals. When you arrive, look out for the Property Information Folder displayed in your property and please read it carefully. It contains all the information you'll need for an enjoyable and safe stay. If you have any additional questions, please ask the owner or caretaker or our local office.

Gardens & parking facilities

Many properties have gardens where you can enjoy peace and privacy. Most properties also offer space for off-road parking; details are stated in the property description. If a property has on-road parking, please note that availability of such parking cannot be guaranteed. If you require an enclosed garden suitable for children and pets, please check with your Sales Adviser when you book, or use the search facility on our website. You must not leave children or pets unsupervised in the garden. Please note that an enclosed garden may not be impenetrable.

Pets

Many properties featured on our website or in our brochure welcome pets. At most properties there is no charge for pets but at a few there may be a small additional charge per pet, per week or short stay. Take any other kind of holiday and it can cost you a small fortune paying others to look after your pets while you're away. And, after all, why should you have to leave them behind when they're part of the family? Look out for the pets welcome symbol or use the online search facility on our website. Some properties allow more than one pet (also indicated on the `pet' symbol). Please note certain dog breeds are subject to the owner's approval. If you are taking your pet with you, you must respect these few simple, common sense requests:

Please keep your pets off the furniture.
Please exercise your pets outside the garden - and clean up after them.
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 bedrooms.

Where pets are not permitted at a property, this is clearly stated in the property description. However, registered guide and support dogs belonging to those with visual and hearing impairments are allowed free of charge in all properties featured on our website or in our brochure even where the property description states that pets are not allowed.

Customers with allergies should be aware that we cannot guarantee that a registered guide and/or support dog has not stayed in their chosen property recently, nor can we accept liability for any suffering which may occur as a result of such animals having been present.

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 & towels

Property descriptions show the `standard' number of people that a property sleeps. If a property shows a higher occupancy, for example shown as 4/6, this means an extra 2 people can be accommodated in additional sleeping arrangements (for example extra beds or sofa beds). Our brochure prices show the `standard' accommodation price and our sales assistants will be able to advise you of any additional costs relating to extra people. If booking online our websites will always show you the final confirmed price of the holiday when you book. Property owners provide linen at no extra charge but linen for extra people isn't provided and you will need to bring it with you. You must confirm the number of people who will be staying at the property at the time you book. Under no circumstances may more than the maximum number of persons indicated occupy a property. At most properties cot linen is not provided and you should bring linen for cots in all cases (including pillows and blankets or duvets), unless otherwise stated. At most properties towels are included without charge, however please check the property description before you book.

TVs

All properties have a standard TV unless otherwise stated within the property description text.

Fuel and water

In most cases, there is no additional charge for electricity, gas, heating or water. Where charges are made this is detailed in the property description. Sometimes the charge is made using a slot or card meter, so please check and if necessary have a supply of coins with you. Water heating may form part of a general charge for heating, and hence a small charge for water heating may be levied even in the summer months.

Security deposits

Where stated you may be required to make a payment of a security deposit one week before arrival at your accommodation. We will tell you how and when this must be paid. The amount will be advised to you before you book and will be shown on your confirmation. The security deposit will be refunded by the owner (or on the owner's behalf) after the end of your stay (less any costs for breakages, damages etc if applicable).

Properties with character

If you choose to book an older property, remember that much of its character and charm is due to its age. Many of the properties featured are over 100 years old and were built before the days of cavity insulation. Bear this in mind if you're planning to take an elderly person or very young child with you, especially if it's going to be between October and April. Please read property descriptions carefully to make sure that your property is suitable for your party, and 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 because all the properties in our brochure are privately owned, they are decorated and furnished according to the individual owner's tastes.

Special requirements/occasions

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 relevant information at the time of booking. Please note, though, that `special occasion' bookings are accepted only at the owner's discretion and on the basis that they are no different from a standard booking you must tell us at the time of booking if your plans involve more people visiting the property than it allows and the owner reserves the right to refuse such visits.

Cots and highchairs

Many property owners provide cots and highchairs on request and may be subject to payment of a small charge, however at some properties no charge will be made. Please note, that property owners who provide cot and high chair facilities may not necessarily offer other infant equipment. Please check with your Sales Adviser 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, and kitchen, one of the bedrooms, a toilet and a bathroom or shower room) and the garden of a property described in this way. We feature a number of 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 garden. Simply call us and we'll be happy to give you further details.

Dissatisfaction

We work very hard with all property owners to ensure that you will have an enjoyable stay. However, in the unlikely event that you are dissatisfied with your accommodation, then it is very important that you register this straight away with the owner, caretaker or local office 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 during your stay. Please see our Booking Conditions for further information on our complaints procedure.

Protecting your holiday environment

The properties featured on our website or in our brochure are set in some of the loveliest parts of the country, so naturally we are interested in anything we can do to help preserve the environment. Even our brochures are printed on paper manufactured within internationally recognised environmental standards to ensure sustainable sourcing of raw materials, such as timber. 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
Use the recycling facilities
Guard against fire Respect the rights of land and property owners
Protect local wildlife
Follow the Countryside Code
Be considerate to surrounding properties with regards to noise levels

Caring for your safety

Although we do not own any of the properties shown on our website or in our brochure, we are keen that owners take your safety and well-being seriously and that their properties are well maintained for your comfort and safety. If you have any concerns about the safety of your property, then please tell the owner or caretaker immediately. Nevertheless, please remember that when you stay in unfamiliar surroundings, you must take special care of yourself and your family.

In particular:

On arrival, familiarise yourself with the layout of your holiday property so that in an emergency you can get out quickly and easily. Many properties are chosen because they are unique and have special architectural features. It is important that you take special care when moving around the property and/or its outside perimeters, especially at night. Consider leaving a landing light on when you go to bed. Make sure you use any outside lighting.
If an unconventional staircase is a feature of the property, please take care to familiarise yourself with it and locations of light switches.
Make sure the property is secure at night and when you leave it unattended. Do not leave open fires lit when you go out or go to bed and make sure you have switched cooking and other appliances off, including gas/electric fires.
Take extra care when using the garden and any pathways/decking if it is wet, icy or snowing.
Check for a fire extinguisher or fire blanket, and read the instructions on their use.
Your holiday property will be fitted with smoke alarms, never remove the batteries as the primary job of the smoke alarm is to protect you from fires while you are asleep.
If the property has open fires or wood burning stoves, make sure you use any Fireguard supplied, keep children and pets under close supervision and ensure that the fire is safely out before you go to bed.
If the property has a cot or highchair which is damaged or deficient, then please tell the owner, caretaker or local office.
If you are unsure how to use any electrical appliances, please ask the owner, caretaker or local office.
If your property has night storage heaters, these must NEVER be covered.
Look out for glass patio doors or glazed interior doors.
Children MUST be supervised at all times when on balconies.
If there is a garden pond or other water features, ensure that children or anyone at risk cannot access them. Look for any 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.
Children's outside play equipment should be safe and in good condition. The surface of the play area should be soft, ie: sand, grass/impact absorbent sand. You should satisfy yourself that the equipment is safe and in good condition before use. Children should be supervised at all times.
All activities during your holiday are undertaken at your own risk.

Swimming pools

Unless otherwise indicated in the property description, outdoor swimming pools are not usually available outside the main summer period (normally end of May to mid- September). If your stay is before June or after August, please check opening times before booking. Outdoor pools are not usually heated, unless indicated in the property description. Pools are regularly maintained but unusual climatic changes can affect the chemical balance, which often results in the water becoming discoloured or cloudy. The owner or caretaker should be contacted in these circumstances. Please also follow the safety information below:

Swimming pools are used at your own risk and there are no lifeguards on duty. Do not dive into the pool.
Familiarise yourself with the depth of the pool, this may be shown with depth markings around the pool edge and signage or alternatively this will be detailed in the Welcome/House Book.
Check the location of the life belt/reach pole.
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 as this is usually when the chemicals are added to the pool.
Children or anyone who may be at risk must be supervised at all times by an adult when in the pool area.
If you have any concerns about the swimming pool, speak to the owner before using it.

Gas appliances

Gas appliances, must be installed and maintained by registered engineers. If you have any doubts about the efficient operation of any gas appliance, particularly boilers or hot water heaters, in your property, alert the owner immediately OR YOUR LOCAL OFFICE

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. We want you to be safe and happy - a few minutes taking some simple precautions could make the difference between enjoying your time away and having that time spoiled. Use of boats, other activity equipment and activities.

Some properties may have use of a boat or other activity equipment such as trampolines, swings, climbing frames and sporting equipment. Except for trampolines, you will find details of such equipment in the property description. Please note that any activity equipment is provided directly to you by the owner and does not form part of your contract with us. Use of such equipment is at the property owner's discretion, and liability for availability and condition rests solely with the owner. It is your responsibility to (i) ensure that you are familiar with the operation of the equipment, (ii) satisfy yourself that the equipment is safe to use, (iii) use the equipment responsibly, and (iv) supervise children using the equipment at all times. We cannot be held liable for any activities that you arrange independently with third party suppliers who have no connection with us.

Getting the very best deals

2 Person Discounts - Save 20%!

Many of our properties offer a discount of 20% off the full week price for couples and couples with pre-school age children. The individual cottage details will show if this discount is available for the cottage you are looking at. This significant saving applies from October to May inclusive but excludes Christmas, New Year, February Half Term and Easter. It does not apply to short breaks, late availability, and special offers or to parties with more than 2 adults.

Special Offers - Great deals from our owners

See a list of the latest special offers provided by our owners by clicking on the `special offers' link on the left hand navigation bar of the home page.

Late Availability - Up to 15% off brochure prices

Wales Cottages strives to provide exceptional value to those holidaymakers who decide to book at the last minute. We discount our 7 night prices by up to 15% every week for the following 3 week's occupancy; and one week forward for short breaks. Keep an eye on the late bargains page on our website for fantastic deals.

Customer Satisfaction... all the way

We are committed to providing the best choice of quality holiday cottages and that's why we ask our customers to complete a customer satisfaction questionnaire on their return. Your comments and suggestions provide valuable information on how we can further improve our service and owners can improve their holiday cottages. Please take the time to fill in your questionnaire - we value your opinions.