Frequently Asked Questions

Dear Holiday Maker
Here are the answers to many of the questions that are asked. We recommend that you read this information in conjunction with our Booking conditions. There may be some questions which only the property owner can answer so simply contact the owner on the number you’ll find in your booking confirmation.

• How do I pay the balance of my holiday?
• When will I receive my confirmation?
• When will I receive the contact details for the owner and the directions to the property?
• When can I arrive at the property?
• Can I arrive early at the holiday property?
• How long can I stay on the day of departure?
• When do I telephone the Owner/Caretaker?
• How are the cottages equipped?
• Electricity Cost?
• What does 4/6 mean in the property description?
• Who is responsible for cleaning the holiday property?
• What is a security deposit?
• Will the property have a television, DVD player and CD player?
• Do I need to bring bed linen and towels?
• Do I need to request a cot?
• Can I take an Additional Pet?
• How can I tell if a property is suitable for a wheelchair user/person with restricted mobility?
• How can I tell if a property provides a boat or has a swing or other activity equipment?
• What do I need to consider when choosing a property with character?
• Why do I need to do if I have special requirements?
• What are the safety considerations when staying at a holiday cottage?
• What do I do if I am dissatisfied with my holiday property?
• What is the Emergency Phone Line Number?
• How do I win a free holiday?

How do I pay the balance of my holiday?
You can telephone ImagineUKCottages on 01756 707 756 to pay your balance or alternatively you can give us authorization to deduct the final balance eight weeks prior to your holiday. The Customer Care Line is open from Monday to Friday from 9am - 7pm and Saturday 1pm - 7pm. Sunday closed. Please have your booking reference and credit or debit card details to hand. Later this year you will be able to pay on line.

When will I receive my confirmation?
We will normally acknowledge availability and booking within 48 hours. We will send your booking confirmation to you by email on receipt of your initial deposit payment. If you have not provided an email address when booking confirmation will be sent by post which usually takes 5-7 working days. The information will include the name and phone number of your holiday contact and will outline when the final balance is due or deducted from your card. There will be no further documentation sent.

When will I receive the contact details for the owner and the directions to the property?
We will normally acknowledge availability and booking within 48 hours. We will send your booking confirmation to you by email on receipt of your initial payment. If you have not provided an email address when booking, confirmation will be sent by post which usually takes 7-10 working days. The name, phone numbers of the owner and directions will be sent on receipt of full payment. It is important to ring the owner 48 hours prior to arrival to confirm your arrival time and clarify directions to the property.

When can I arrive at the property?
All weekly bookings typically run weekly from Saturday to Saturday, unless otherwise stated. When you have paid for your holiday in full you will be sent a Confirmation Form which will outline directions to the property and the contact details of the caretaker and owner. Please advice the owner or caretaker of your estimated arrival time which should normally be after 4pm.

Can I arrive early at the holiday property?
The normal arrival time is after 4pm. If you wish to arrive earlier it is imperative that you discuss this with the owner or caretaker as they must have sufficient time to prepare the property for you.

How long can I stay on the day of departure?
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 do I telephone the Owner/Caretaker?
It is essential to telephone the owner 48 hours prior to departure to ensure that you make contact with the owner/caretaker of the holiday property, confirm your arrival time and clarify directions to the property.

How are the cottages equipped?
All our properties are equipped in terms of cutlery crockery and cooking utensils, a cooker or hob oven, a fridge with cooler box, and toaster. A colour TV is a standard feature unless otherwise mentioned. The quality and standard of holiday properties is high and we encourage you to look at the property interiors on the website www.imagineukcottages.com

Electricity Cost?
A lot of properties include the electricity cost but this has been open to abuse so many owners have reverted to reading electricity meters and charging for usage. If the electricity is meter read it is important that you read the electricity reading on your arrival and again on your departure and work out the usage yourself or in the presence of the caretaker/owner.

What does 4/6 mean in the property description?
Property descriptions show the maximum number that a property will sleep based on up to two people in a room. If a property shows a higher capacity typically 4/6 this suggests that the property is more suitable for four persons but has sleeping accommodation for six either as extra beds in a bedroom or a sofa bed. The maximum number of persons may not be exceeded as it will negate the owner’s house insurance.

Who is responsible for cleaning the holiday property?
All holiday properties are cleaned between let’s 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 stated. However if the property is not left in the same condition as it is found the owner can impose a cleaning charge.

What is a security deposit?
A security deposit is an upfront refundable payment to the owner or caretaker paid on arrival and typically returned on departure. It is of a nominal amount typically £100 to ensure that the property is respected, the keys are not mislaid or any damages can be replaced. The vast majority of our Irish properties do not make any additional charge. You will be advised if a security deposit in cash is required on arrival at your accommodation. The amount will be shown on your confirmation

Will the property have a television, DVD player and CD player?
All properties unless otherwise stated have a television. Additional channels may be available where satellite, freeview or cable television is listed in the property description. It will also be listed in the description if the property has a DVD and CD player.

Do I need to bring bed linen and towels?
All properties unless otherwise stated will have the requested beds made up so do check that your confirmation advises of the bedroom requirements. The owner/caretaker receives a replica confirmation so will only make up the beds that are requested. Typically one bath towel and one hand towel per person.

Do I need to request a cot?
Many property owners offer cots free of charge. If a cot is available it will be written in the property description but I would also advise the holiday advisor that you require a cot – often owners do not store the cot in the property. Do bring your own cot linen as cot linen is not provided. Property owners who provide cot and high chair facilities may not necessarily offer other infant equipment. Please check with your holiday adviser when booking.

Can I take an Additional Pet?
Many properties featured on our website or in our brochure welcome pets at no extra charge whilst other companies charge anything from £20.00. Look out for the pets welcome symbol or use the online search facility at our website.
There are three categories used by properties that welcome pets
1 Pets welcome
2 Pets welcome
Pets Welcome
The first two options are self explanatory the third means that you can normally take up to three pets to the property

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 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

How can I tell if a property is suitable for a wheelchair user/person with restricted mobility?
To ensure that a property fully meets your requirements please contact us so that we can advise you of property facilities

How can I tell if a property provides a boat or has a swing or other activity equipment?
Some properties may have use of a boat or other activity equipment such as trampolines, swings climbing frames and sporting equipment. You will find details of such equipment in the brochure 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 and condition rests solely with the owner. It is your responsibility to 1) ensure that you are familiar with the operation of the equipment 2) satisfy yourself the equipment is safe to use 3) to use the equipment responsibility and 4) to supervise children using the equipment at all times.

What do I need to consider when choosing a property with character?
If you choose to holiday in 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 damp-proof courses and cavity insulation. Bear this in mind if you are planning to take an elderly person or very young children on your holiday especially between October and April. Please also remember that traditional cottage features often have steep stairs or low beams.

Why do I need to do if I have 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 relevant information at the time of booking.

What are the safety considerations when staying at a holiday cottage?
ImagineUKCottages is an agent acting on behalf of the owner of the holiday property. ImagineUKCottages does not own or manage any of the properties shown on our website on in our brochure.

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 the owner or caretaker.
• 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, then tell the owner.
• Look out for glass patio doors or glazed interior doors - they should have stickers at adult and child eye height.
• Keep young 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 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.
• Equipment in children’s playgrounds should be safe and in good condition. The surface of the play area should be soft, i.e. sand, soft earth or wood chippings. You should satisfy yourself that the equipment is safe and in good condition before use. Children should be supervised by a responsible adult at all times.

What do I do if I am dissatisfied with my holiday property?
We work very hard with all property owners 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 the owner or caretaker 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. In the majority of cases the owner resolves the issue but if you remain dissatisfied then please phone our Emergency Phone number 01756 707 783. The Emergency Line is open from Monday to Saturday from 9am-7pm and on Sunday from 9am to 1pm.

What is the Emergency Phone Line Number?
Holidaymakers that have arrived at the property and want urgent attention can phone our Emergency Phone number 0044 1756 707783. This Emergency Line is open from Monday to Saturday from 9am-7pm and on Sunday from 9am to 1pm.

How do I win a free holiday?
Holidaymakers who complete a customer satisfaction questionnaire on their return will be in with the chance to win a free holiday. Your comments and suggestions provide valuable information on how we can further improve our holidays so please take the time to fill in your questionnaire

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