search icon

Find out more…

Frequently asked questions

Here is everything you need to know about staying with us; we have tried to cover everything to give you peace of mind and answer questions before you book. If you have specific questions about your holiday or your holiday cottage, please get in touch on hello@byquince.co.uk.

General

What is the Wifi Speed at the house?

The Wifi speeds vary across the properties, please contact us for more information on this.

Are the properties wheelchair friendly?

Due to the unique nature of the properties some are not suitable for guests who are less physically able. Please contact us to discuss your accessibility needs.

Can I bring my dog with me?

We are happy to accept one dog in the house. You can add a pet to your booking via the website, or by contacting us. Pets are only accepted on the understanding they are kept under control, are not permitted in the bedrooms or on furniture and that they are never left in the property unattended. Please note that not all our houses have fully enclosed gardens, please refer to the property page on the website or contact us for more information.

Does the house have a cot and highchair?

Yes, all our houses have a cot and highchair, however we can’t provide cot linen so please bring your own.

How well equipped are your houses?

We try to equip our houses to feel like a home away from home. If you would like more information about the equipment in the properties, please let us know and we can send over an information pack with property inventory.

Are towels and bed linen provided?

Yes, all linen and towels are supplied for the house. We don’t provide swimming towels so please bring those with you.

Can I make a provisional reservation for one of your homes?

We are happy to place a provisional booking on hold for you for 24 hours. If we do not hear from you within this time the reservation will be cancelled.

Is there an enclosed garden?

Some of our properties have enclosed gardens, however some do not so please check the property page on the website or contact us for more information.

Can we BBQ at the houses?

Most of our properties have a BBQ, but it is not permitted at all of the houses so please check the property page on the website or ask us for more information. Please bring your own charcoal, especially if you are planning to use the BBQ a lot.

Can I charge my car?

Some of our houses have car chargers installed. Please check the property details. If there is not a car charger at the property, please do not plug your car in at the property.

Are there logs provided?

Although we try to provide some logs to get started, we ask that guests bring their own logs if they are expecting to want to have the fire lit. Please note that some of our properties now have electric fires installed.

Do you offer longer stays?

Sometimes we can offer longer stays from 4 weeks upwards. Please contact us and we will try to help you.

When do I need to pay for my stay?

If you are making a booking more than 8 weeks before your arrival date, you are only asked to pay 30% at the time of booking, along with the booking fee and any extras. Your final balance is then due 8 weeks before your stay, depending on the property. If you are booking less than 8 weeks in advance, we ask for your full rental at the time of booking.

How to I pay my final balance?

If you paid your deposit by card, you do not need to contact us to process this payment; it will automatically be deducted on your final balance due date. Should there be any issues with this payment we will contact you. If you would like to change the card on which you pay your final balance, or pay before your due date, please contact us.

Do I have to pay a security deposit?

Yes, we will pre-authorise your card approximately 2 days before arrival for the required amount. Your security deposit is a predetermined amount of money which is held before your stay and is there in case of any damages or additional cleaning that is required after your stay. It is an incentive to leave the holiday cottage in the way it was found. Your refundable security deposit will be automatically paid back to you on the last card you used to pay if there are no charges applicable. This means that the funds will leave your account and will be held securely and refunded back to your account.

Can I have an early check in/late check out?

Depending on availability this may be possible, please contact us.

How do I cancel my booking?

We understand that sometimes there are reasons for bookings to be cancelled. Should you need to cancel your booking please contact us as soon as possible.

Can I Request a VAT invoice?

If you are VAT registered and would like an invoice and receipt for the booking fee, please let us know.

Can we amend our booking?

If you need to make any amendments to your booking, please contact us as soon as possible and we will do our best to accommodate this.

Can I bring additional guests during my stay?

So long as your total number of guests does not exceed the occupancy number stated on our website, you are welcome to bring additional guests. Should you have a special request about this, please contact us to discuss further.

When will I receive the access information?

We will email you details of how to access the house a few days prior to arrival.

When can I check-in and check-out?

Arrival is from 4pm on your arrival day and departure is by 10am on your last day. This gives the housekeepers time to prepare the house for the next guests. Sometimes we can accommodate a late stay or early arrival, please contact us to discuss.

Why do I need to give details of my group?

We ask for the details of who is staying in the house, for safety and insurance reasons.

Can I smoke in the house?

No, smoking is not permitted in any of our properties.

Can I arrange a food delivery?

You are more than welcome to arrange a supermarket to deliver food to the house. Please ensure you give the correct full address and include your mobile number when making your food delivery booking. Please also make sure that your delivery is ordered for after your check-in time and ensure that you will be at the property when delivered.

When do I get my Security Deposit back?

Your pre-authorised security deposit will be released to you 5 days after your stay. Should there be any charges against a deposit this will be fully explained to you. In terms of what is acceptable damage, owners expect some wear and tear such as a broken glass or plate. However, if something does get damaged at the property, please let the owner or housekeeper know as soon as possible so it can be replaced or repaired for the next guests. Should any serious damage occur such as a large carpet stain, stained bed linen or a broken piece of furniture then it will be necessary to apply charges for this.

What should I do if I have a complaint?

We hope that you will have no cause for complaint staying in our houses, however if there are any issues on arrival or during your stay, please contact the point of contact provided with your key information. It is important this is done as soon as an issue arises so there is an opportunity for action to be taken so you can continue to enjoy your stay.

How can I leave a review?

You will be sent an email after checkout asking you to review your stay. There may also be a guest book in your holiday home for you to leave comments.