Our Frequently Asked Question's should help with any quick questions you may have. If you still have a question, please contact us and we will be more than happy to help.
Croyde holidays are a small family run business involved in the holiday industry with 14 years+ experience. We have worked closely with property Owners, Managers, Housekeeping teams and Maintenance providers to find a successful and reliable team for all the properties within our portfolio. We were first established in 2011 and take pride in being a small, manageable, friendly and effective business to maintain high levels of satisfaction.
Do you accept dogs?
Some of our properties allow well behaved dogs which is identified on the cottages page. There is a small charge to bring a dog. You can find all our holiday cottages that are dog friendly on our page.
Do you offer returning guest discounts?
Additional bookings with the same lead party name details where the cottage hire period starts in the same calendar year (1st January to 31st December) will not attract any additional booking fees in that period.
Can i book a short break?
Most of our properties are available for short breaks out of peak season, starting from 2 nights and can be booked in advance.
During peak season short breaks are not available unless at very short notice or subject to the owners approval.
What if our party has an allergy to dogs or feathers?
Please don't assume owners who don't accept dogs will never allow a dog (guide dogs) in the property. Similarly, if anyone in your party suffers from allergies to feathers or other materials, please let us know prior to booking and we can offer full allergy advice relating to the property of interest.
MAKING A BOOKING
How do we make a booking?
Bookings can be made online at any time, simply find the property you would like to stay at, enter your required start and end dates and click book now. You will then be prompted to fill in the online booking details and payment will be taken via your debit/credit card.
Do you accept credit or debit cards?
Yes, We accept credit/debit card or BACS transfers. No charge is applied.
Why do you require full names and ages of each of our party?
We need this information to comply with fire safety and insurance regulations
Do you offer Holiday Insurance?
We currently do not offer any holiday insurance. We recommend that guests take out an insurance policy prior to booking.
MAKING A PAYMENT
What deposit is due?
We require a 30% non refundable deposit plus the booking fee to secure your holiday.
If your holiday commencement date is less than 8 weeks prior to arrival, full payment is due upon booking.
When will the balance be payable?
Final holiday balance is due 8 weeks prior to arrival, Croyde Holidays will send a reminder email for any balances due.
Can i pay my balance in separate transactions?
If you wish to pay the balance in installments or split among multiple card holders we will endevour to arrange this for you.
For BACS payments we ask your booking reference number is used for all payments. For Credit/Debit card an advanced payment plan will need to be arranged on your account, a small administation fee will apply.
My payment link does not appear to be working?
If for any reason you experience a problem when trying to make a payment you can try some of these steps;
- Copy and paste the link directly into a new browser.
- Check that your card matches those to the booking address.
- Check that your bank hasn't set limits on your transaction value.
If all else fails, contact our billing dept firstname.lastname@example.org including your booking reference number and as much detail as possible to help us identify any problem you maybe facing.
Can i add guests to an existing booking?
Providing we are notified of any guests that are staying at the property, you can change guests prior to the holiday commencement date. We will require full names and ages of the guest members.
Please note; The guest composition MUST NOT under any cirumstances change, nor should the maximum occupancy displayed on the website without consent be exceeded. Breach of this condition will risk being asked to vacate the property with immediate effect.
Can i add or remove extras from a booking?
Yes, we are able to add or remove extras to a confirmed booking free of charge provided significant notice has been given. Adding or removing extras after the balance has been made is subject to an administation fee (Sub 2.3)
What happens if i need to cancel my booking?
We fully recommend reading our Terms & Conditions relating to holiday cancellations and checking with your holiday insurance provider.
BEFORE YOUR HOLIDAY
What time is check in?
Our holiday cottages are accessable after 5 PM the day your holiday commences, unless the property specifies otherwise. All of our cottages have a key safe that can be accessed at any point after your check in time.
What time is check out?
Departure time is 9.30 AM unless the property indicates otherwise, Out of season short breaks we do offer the option of a 6 PM late check out option which will be detailed on your confirmation.
What is included at the property?
All of our holiday properties are self catering that provide no provisions.
In some cases an owner may kindly leave a starter supply of essential basics for your first night.
Are towels and linen provided?
All Croyde Holiday properties are supply bed linen, tea towels and bathmats.
Most properties do not include towels unless clearly indicated on the property page, It is essential that you bring hot tub towels and beach towels with you - any towels that maybe supplied with the property are not permitted to be taken to the beach.
If you have requested a travel cot please remember to bring your own bedding & linen.
How do we access the property?
The keys are held inside a secure key safe attached to the property, operated by a series of digits which will be emailed in your arrival details 2 weeks before arrival.
Can we drop off luggage or put our shopping in the fridge before check-in time?
Unfortunately it is not possible to make arrangements for any property to be left prior to arrival time - This is due to the security aspect, Your items maybe assumed as lost property from previous guests and/or the massive disruption it can cause for our housekeepers trying to keep to an extremely tight schedule.
Can we park at the property before check-in time?
Unfortunately we have many service contractors that need to attend during the changeover period, both before check in and at the end of your holiday. Access to the parking at the property, at all times must remain clear between the hours of the changeover period.
We expect to arrive late in the evening, who do i need to notify?
Your arrival information is emailed 2 weeks prior your holiday start date, it will contain a contact number to text your expected arrival time. For winter bookings arriving later, communication before arrival can mean the property manager puts the lights on and the heating is up.
Do i need to bring a high chair, travel cot or stair gate?
Many of our properties provide baby and toddler items free of charge, these are identified on the property page under 'Facilities - For children' tab. Properties that hire these items from an external supplier, it will be shown as an hire item and a charge will apply.
DURING YOUR HOLIDAY
Will anyone access the property while we are there?
We don't interrupt your holiday, you are welcome to just make yourself at home!
Window cleaners and gardeners will continue with their regular scheduled visits, which they will carry out with as minimal disturbance as possible. Property managers and owners are advised to visit during changeover only, however if you experience a maintenance issue contractors will be required to attend.
What if we have a problem during our stay?
Your property manager (contracted by the owner) is on call to deal with any problems, questions or queries during your stay and these details are supplied on your property arrival information. You can contact the office also, we will be happy to help or forward to the relevant team member. email@example.com
Can you offer any additional cleaning throughout the week?
We can arrange for additional cleaning to be carried out through your housekeeper (Their independant cleaning charges would apply + administration charge) Any cleaning required will need to be booked in advance to busy cleaning schedules.
Can the hot tub water be changed?
Correct hot tub management by you should ensure that the water does not need to be changed during your stay, showering before use and following the guidelines provided in the property house information file. However, if you do require a water change we will be happy to arrange this for you subject to a hot tub water change fee of £75 (Please note; the water will be cold for up to 24 hours until the hot tub has reached the desired temperature before being deemed safe to use)
AFTER YOUR HOLIDAY
How does the property need to be left?
It is important that the property is left in an acceptable condition, where all washing up has been completed, the bins emptied, beds that have been used have been stripped, BBQ cleaned and any furniture that has been moved returned to it's original position. We provide a full departure checklist in our arrival information pack.
Can I provide feedback on my holiday?
We ask that any problems are presented to us during your holiday so that we have chance to rectify them.
Feedback is very important as it enables us and the owners to keep improving on the holiday properties we are providing. We will issue a feedback on your holiday via email the day after your holiday finishes, this will be forwarded to the owner and property manager of the property you visited. Reviews are greatly received by us and future guests, if you wish to provide any.
What do I do if I left something behind at the property?
Croyde Holidays nor the Owner cannot be held responsible for any property left behind, We would ask that you contact your property manager to request whether any item has been found. They will not disturb visitors for retrieval of lost property. It is at your property managers discretion at what charges may apply for collection, posting, packaging and postage costs.
Any lost property that remains unclaimed within 14 days of departure will be disposed of.