The Lakeland Cottage Company acts solely as a booking agent for the owner of an individual property. On receipt of your booking form we will issue a confirmation on the understanding you are entering into a contract between yourself and the owner of the reserved property and that you have read and understood the Terms and Conditions which are printed on the reverse of the booking form and may also be found on our website.

CHOOSING THE RIGHT PROPERTY FOR YOU

To be sure of choosing the most suitable property for your holiday you first need to consider your main
requirements such as size, desired location and facilities.

The information panel on each property page will list the main details regarding the maximum occupancy, map location, price per week, along with an inventory of the main items available at each cottage. Along with this each property page offers a description of the interior and setting, this written to convey the property’s overall atmosphere as we see it, this along with a little local information. Our photographic work employs lighting and we style the rooms with those items guests often bring, such as food, candles and flowers.

To further help with your decision and confidence in your choice, all of our properties are inspected and graded by Visit Britain. Prior to visiting a property the inspector will have read our description and during the inspection will confirm it to be fair and accurate.

Having selected one or a number of choices we would be delighted to discuss further with you the details and description, and welcome any questions you may have, providing you with any information on areas not covered clearly, but maybe important to your stay.

AVAILABILITY

You will need to have checked the property is available by either going to its individual page or by using our Availability Search. You can use the Availability Search for alternative properties and dates.

If the website shows a property is availability you can book direct on line, using the secure booking form - This is an "htpps" page and is secure in transit.
We will confirm e-mail receipt that the booking is accepted, this is normally by the next day.
The website availability is updated daily at the end of each working day - we accept bookings in the order they are received.
You should e-mail or call your wish to book if you intend to book by post.

WEEK & SHORT BREAK BOOKINGS

WEEK BOOKINGS MAIN HOLIDAY SEASON - During the main holiday season - Easter to October Half Term and then Christmas and New Year - we really only offer full week bookings of one or more weeks eg 7 nights of 1,2,3 4 weeks and more combinations. Most properties start on a Saturday but some will changeover on a Friday. Please note that our smart Availability Search - which asks for a Saturday start date - takes into account the forward nights available for these odd Friday start properties so will be able to see if the combination of 7nights x 2 x 3 etc is available.

SHORT BREAK BOOKINGS - Our short breaks can be pre-booked after the October Half Term week through to March (excluding Christmas, New Year, February Half Term & Easter). During this time we offer:

THREE NIGHT WEEKEND BREAKS - Commencing Friday (1600 arrival) and departing the
following Monday (1000 departure). The price for our weekend breaks are shown on each individual property page.This does not include our booking fee of £20 or the optional
cancellation insurance.

OUR FOUR NIGHT MID WEEK SPECIAL BREAK - Ever more popular, the break commences on a Monday (1600 arrival) and departs on the following Friday (1000 departure time) this for the published price of our three night weekend. This does not include our booking fee of £20 or the optional cancellation insurance.

At other times of the year we do try to accommodate three and four night short breaks, however these are only at very short notice and subject to availability. For prices during these peak times we will quote on request, subject to availability.

ODD DAYS - Occasionaly a property will show an odd night availablity - this will be because of, for instance, the property is being used by the owner for a weekend, or maybe pulled out of action for maintainence.

You may see showing in both the main season and shortbreak season an odd number of days available forward from your chosen start date, eg 6 nights or less or 8 upto 13 nights or less. This may well suit your needs and we would be happy to quote on these odd dates where they become available.

In the main odd days are quoted at a pro rata nightly rate.

WINTER FLEXIBILITY - If your requirement is for odd days we can look at this for you depending on booking activity - however we can make no promises we will be able to help.

In any case of an odd date you must contact us first to check availability and acceptance of such a booking.

I all events we would only offer a three night minimum rental rate.


WHAT TO SEND?

To secure a reservation we will require either a deposit or the full amount of the holiday - a reservation made either by telephone or email request will be held for 3 days only. If we do not receive payment after this time we will asume - without notice - that the property is not required and will be made available to re - let

DO I SEND A DEPOSIT? - Yes, if your holiday commencement date is more than six weeks away you will need to send a one third of the total week/weeks or short break rental, along with the £20 booking fee to secure the reservation.
Also - If you require insurance this must be added at this time.
However - Any other items such as logs, cots, pets etc should be noted, but do not need to be paid for until the balance is due six weeks prior to your commencement date.
You can of course pay a greater amount than the required deposit - or the full cost of your holiday - if you so wish

DO I SEND A FULL AMOUNT? - Yes, if your holiday is six weeks or less from commencement you will need to send the total amount of the week/weeks or short break rental along with the £20 booking fee, also the fee for insurance if required and monies for any other items you wish to order such as logs or coal, baby equipment and any extra fees where applicable such as charges for pets.

THE GOOD HOUSEKEEPING DEPOSIT

We do ask you for a Good Housekeeping Deposit of £100 as a separate cheque.

This is held by us on the owners behalf and not banked unless we have been given good and just cause to do so in writing by the owner.

Assuming all is well the GHD cheque is destroyed after your let.

The cheque must be dated to be valid to at least 2 weeks after your intended departure date.

Where a guest pays by credit or debit card and does not provide a GHD cheque it will be assumed we may charge the card for any reasonable damages to the amount of the required GHD.

For full details regarding GHD see our Terms & Conditions clause 6.

RENTALS

All prices quoted are for the weekly or short break rentals of the property, including full linen and towels and, in most cases oil, gas and electricity also, where offered, leisure club membership, (see individual property details).
The weekly price quoted does not include, where applicable or requested, cancellation insurance, pet fees, child equipment, logs, coal or our booking commission of £20.00. These you should add to the booking form when completing, though additional items do not need to be paid for until settlement of any balance.

BOOKING FEE

Most if not all companies charge a booking fee, either separate or included in the properrty rental and deducted from the property owner. This charge is the only part of the property rental that would be subject to VAT and therefore we show this as a separate item

CREDIT CARD SURCHARGE

We all need to sometimes spread the payments, however when a guest pays by credit card (not switch or debit) the card company charges not only you, the card holder any interest, but us the trader a fee of 2% of the total transaction.
Many companies blanket account for this in their charging structure - we however feel it should only be a charge applicable where incured - hence if you pay by VISA or MASTER CARD etc we do charge 2% - Please note we not accept AMERICAN EXPRESS as the charges are far above 2%

When competing your details please make sure numbers are correct, the valid - expiry dates and security code are correct and finally, note the address where the card is registered if different from the main address given.

DEBIT CARD PAYMENT

If you are paying by debit card there is no surcharge applicable. When paying please ensure your card is not a swipe only card where you have to be present (eg SOLO cards).
When competing your details please make sure numbers are correct, the valid - expiry dates and security code are correct, also issue number where applicable is given and finally note the address where the card is registered if different from the main address given.


LOGS, COAL & EXTRA ITEMS

Before ordering and paying for extra items please check the individual property details for availability. In some cases items such as logs, coal and nursery equipment may not be available and you will be asked to provide your own or purchase locally, alternatively these may be restricted to a maximum amount.

CONFIRMATION OF BOOKING

Once we have received your booking form and payment, either deposit or full amount, you will be sent all of the necessary paperwork which you should keep in a safe place - this will include:

• Booking Confirmation - Showing the property booked along with holiday dates - it is important you check these are correct, informing us of any discrepancy. You will also see what you have paid, including rental, insurance, any other items such as logs, coal etc and the GHD, again please check these are correct as to add items we or you omit at short notice may not be possible. If you have sent a deposit it will show the balance due and the due by date. On paying a balance, and in line with our conservation policy, we do not send any further paperwork unless requested, however many guests do call us to confirm receipt of balance and that all is OK with the arrangements.

• Directions Sheet - Telling you how to get to the property, the key arrangements, our emergency number also, the emergency contact number of the owner where they attend to their own property.

• Leisure Club Pass (Where applicable) - If the property shows membership to the Spinnaker Leisure Club you will receive your pass along with the above documentation. For other alternative club arrangements owners may have made and is indicated on the property details, any passes etc will be at the property.

CANCELLATION & CANCELLATION INSURANCE

Should you need to cancel you are liable to loose your deposit and be liable for any balance depending on notice of cancellation - please refer to Terms & Conditions clause (18) for full details of cancellation. To help protect both yourself and the property owner against cancellation, we advise guests to have cancellation protection.

We have arranged a cancellation and personal insurance with insurance specialist P J Hayman & Company Ltd and provided for by Mondial Assistance on behalf of Elvia International. The premium is £22.00 per party per week, for any property up to a maximum of £2000 rental per week. See How To Book Page for details.

BALANCE OF RENTAL AND OTHER CHARGES

We must receive the balance of the total cost of your holiday including the Good Housekeeping Deposit and any other fees and charges six weeks prior to commencement of your stay. Cheques should be drawn in Sterling and made payable to:’ The Lakeland Cottage Company’ and sent to the address on your booking form.
The Good Housekeeping Deposit should be sent as a separate cheque and dated to be still valid for the time of your stay. This is not banked and is destroyed on your departure assuming the property is left in good order. See Terms and Conditions for details. For those who pay by credit or debit card and do not send a GHD cheque it will be understood we may charge the card for any damages up to the amount of the required Good Housekeeping Deposit.

TERMS & CONDITIONS - It is important to understand the Terms & Conditions before booking as they deal with important matters such as cancellation, our complaints policy and liability.

FINALLY - if you need any further help in completing the form we would be delighted to help.


MORE ABOUT YOU RESERVATION


PREPARATION, LINEN & TOWELS

On arrival, your holiday home will have been cleaned and prepared. Should you find an item to be deficient we will endeavour to rectify this as quickly as possible, subject to tradesmen availability.
Each property provides full linen and towels, with all beds made and any nursery hire requirements requested and available attended to, though we do expect you to provide cot linen and bedding.

FURNISHINGS - KITCHEN EQUIPMENT & HEATING

All of our properties are equipped to at least a three star standard. This ensures you will find the kitchen equipped to self cater adequately, including cooking facility, refrigerator, kettle and ironing facilities, also each property will have a colour television. In some properties gas, oil and electricity maybe charged separately. Where this is the case details on payment will be found in the home and/or noted on the individual property page. Owners do ask guests to be Eco friendly and not leave lights blazing - especially when out.
Many of our properties offer a far more extensive list, including such items as stereo, video, DVD and such extra luxuries as whirlpool baths and even a sauna or hot tub.

COAL & LOGS

Some properties supply free fuel - either all year or part of the year, others have an honesty box system.

Where fuel is not provided we can possibly arrange for fuel to be delivered prior to your arrival. Before ordering and paying for extra items please check the individual property details for availability. In some cases items such as logs and coal they may not be available for delivery and you will be asked to provide your own or purchase locally.

Many of the services such as coal, logs, nursery equiptment etc are subject to third parties availability.
Should any ordered service such as fuel, fireguard cots etc, not be delivered, become unavailable or have to be cancelled we will only be able to - and be liable for - a refund of any amounts paid in advance directly to ourselves.

NURSERY EQUIPTMENT

Some properties supply nurery equiptment such as cots and high chairs, elswhere we may be able to hire these items for you. Before ordering and paying for extra items please check the individual property details for availability. In some cases items such nursery equipment may not be available and you will be asked to provide your own or, allternatively these may be restricted to a maximum amount.
Please note linen or bedding is not suppled for cots as each individual has personal prefferences - therefore you will need to bring this with you including sheets, pillows and blankets or douvets.

Many of the services such as coal, logs, nursery equiptment etc are subject to third parties availability.
Should any ordered service such as fuel, fireguard cots etc, not be delivered, become unavailable or have to be cancelled we will only be able to - and be liable for - a refund of any amounts paid in advance directly to ourselves.


ADDITIONAL SERVICES & ITEMS

You will see a number of items listed on the booking form such as logs, coal, cots and highchairs.
In some cases these are supplied free by the owner - but you need to sure of the quantity available - eg there may be 1 cot only so you may need to bring extra or see if we can hire one in for you.

Where additional items are not supplied by the property we can in many cases supply these for you at the published prices. At some properties we will have to ask you supply your own extra items such as cots and purchase items such as log at local garages etc.

Please note the quantity of items may well be limited, for example, to two bags of logs only

Many of the services such as coal, logs, nursery equiptment etc are subject to third parties availability.
Should any ordered service such as fuel, fireguard cots etc, not be delivered, become unavailable or have to be cancelled we will only be able to - and be liable for - a refund of any amounts paid in advance directly to ourselves.


The most popular additional items or services are
Coal & Logs
Cot - linen, pillow, blankets or douvets not supplied
High Chair
Child Safety Fire Guard
Stair Guard
Baby Sitting

FINALLY - If you are unsure about the availabilty of any additional items or services please do call us.


THINGS TO BRING

It is wise to assume there will be no consumables left at the property, so you need to include in your provisions such items as washing up liquid or dishwasher powder, firelighters for an open fire and perhaps a few extra towels if you intend to swim at the leisure club or in one of the lakes.

FINDING YOUR WAY T0 THE PROPERTY - KEYS

Directions are sent with the original confirmation. On receipt of balance of payment we will forward keys where applicable, normally one week prior to commencement.

In some cases the key will be at the property - your directions sheet will tell you where.

If for some reason your key has not arrived by the time of your departure or you are leaving home early please inform us and we will make other arrangements.

ARRIVAL AND DEPARTURE

Most properties are let from Saturday to Saturday unless otherwise stated in the individual property details.
The arrival time is 1600 or 1700 and the property should be vacated by 1000 hours on the day of your departure.This is to allow for cleaning and preparation prior to the arrival of the next occupants.
Where possible, eg families with children or babies, we will endeavour to make a property available at an earlier time and departure a little later. Please inform us if you would benefit from this but please remember it is subject to scheduling and availability.
Please ensure that on your departure you leave the home in a tidy condition as per terms and conditions, furniture put back if moved, rubbish out, washing up done and any sign of your pet cleaned up, both in the house and the surrounding gardens.

VISITORS WITH MOBILITY DIFFICULTIES

Some of our properties may be suitable for visitors with mobility difficulties and even designed to offer a greater degree of freedom. If you or a member of your party has mobility difficulties we suggest you contact us to discuss your requirements as it may be possible to make arrangements to suit your needs, thus opening your holiday options.

PETS

In many properties pets are welcome though some do make a supplementary charge, this is shown in the individual property details. In all cases you must inform us of any pets you wish to bring. We ask you restrict your pet to common areas - not in bedrooms nor on furniture. On departure there shall be no evidence of the pet, either inside the property or gardens - please POOP SCOOP. No nuisance or annoyance is caused to neighbours and that a pet is never left alone in the property. Failure to do so may cause termination of the let without refund. Any permanent damage caused by a pet or extra cleaning or replacement items will incur a charge payable in full or part by the Good Housekeeping Deposit.

Where a property states no pets are allowed it should be noted that this does not exclude the owner or the owner’s personal friends or family from bringing their pets to the property.

Where a property states no pets are allowed you must on no account bring one to the property or its grounds. By doing so we will reserve the right to refuse access and terminate the reservation without any refund.

FIREWORKS & BONFIRES

If you wish to hold a fire work display or bonfire you must clear this with us prior to booking - some properties will not allow fireworks or bonfires due to stock in surrounding fields.

PARTIES AND SINGLE SEX GROUPS

Our properties strictly refuse their use for stag or hen parties. If your group is of a single sex make up, you need to discuss this with us - failure to do so may result in your being turned away from a property.

GARDENS, EQUIPMENT & LAKE ACCESS FOR BOATS

Most properties have a garden for the use of the holidaymaker and details will be found in the individual property details. Where there is lakeside access, jetties or mooring you must confirm with us your intention to bring any form of boat or sailing craft as restrictions may apply. Use of any garden facility such as swings etc. is entirely at the guests’ risk, further we cannot guarantee an individuals perceived suitability of a garden for pets or children.

GARAGES & PARKING

Parking facilities are noted in the individual property details. For holidaymakers bringing a caravan, boat or trailer, it is best to notify us to confirm available parking space.

OUT OF SEASON, SHORT & EXTENDED LETS

From November through to the weeks prior to Easter letting on the whole tends to be more flexible, and we promote short or extended breaks. In high season short breaks are only available at short notice subject to availability. Prices for short breaks are published in our price guide.

COMPLAINTS

Whilst every care is taken to ensure complete satisfaction with your holiday home, in the unhappy event of you having cause for complaint please contact us immediately, so that the problem may be dealt with swiftly and not mar your holiday enjoyment. This is important, as to raise the complaint after the holiday does not give us the opportunity to rectify the problem or shortcoming.See also Terms & Conditions 19.
Should a complaint remain unresolved you must address the complaint to the owner, via our office and whose name will be given on your booking confirmation. The Lakeland Cottage Company will not be liable for any refunds or compensation

DETAILS & DESCRIPTIONS

Through our brochure we aim to be as accurate as possible, however it should be noted items may change and redecoration may take place.

OFFICE HOURS

Our Office hours are Monday - Saturday 9.30am - 5.00pm to 6.00pm

We do close on Bank Holidays and over Christmas and New Year Holidays. This is normally From Christmas Eve then re- opening on the 28th or 29th December.
We then close again from 31st Dec for 3 to four days -mabe!

OWNER CONTACT - EMERGENCIES

Your direction sheet will give you the owners telephone number and also tell you if they or a nominated representative is your emergency contact or they. Please call them in case of a problem.

In the case of asbsent owners we will be your emergency contact. Your directions will have our home number for out of office hours - we ask this is only in real emergencies. Should you encounter a problem or item faliure we do not make any promises that this can be resolved out of working hours or at weekends.

VISIT BRITAIN & QUALITY INSPECTION

The role of Visit Britain is to assess the facilities and the overall quality of a property. Of equal importance, they will have read our brochure description prior to visiting the property, agreeing it to be fair and accurate, neither misleading or omitting details, allowing you to make an informed decision when selecting a property.
Properties are rated under a star system of one to five stars. To be represented in our brochure or website a property must achieve at least three stars

Finally, we are here to help and advise, both at the booking stage and up to and during your holiday stay.