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Arrival and Departure
Arrival and departure day is
shown on each of the property description pages. All properties are available
from 4pm on the start day and please depart no later than 10am on the
last day. You will be given
the homeowner or keyholder's name and telephone number and we ask that
you ring a few days before your holiday to discuss arrival times and hand
over of the keys. Please do not arrive early, unless previously arranged, as time is needed to thoroughly clean the property between lets. We also ask that you leave the property by 10 a.m. on departure day for the same reason. Some properties may involve key collection from a nearby location but all details will be shown on the final travel instructions sent to customers prior to the holiday (please read these carefully on receipt as they contain important yet simple instructions which you need to follow).
Short Breaks
Short breaks, where applicable
can start on a Friday/Saturday (3 nights) or a Monday/Tuesday (4 nights).
You will receive full details of arrival time, directions and key arrangements
after you have paid the balance of the hire charge.
Welcome Pack
Some Homeowners provide a welcome
pack or tray for visitors and if this is the case it will be shown in
the property details. What is provided will differ from property to property
but the minimum included should normally consist of tea, coffee, sugar,
milk and biscuits.
Electricity and Heating
Electricity and heating are
always included in the rental cost, but where an open fire is available
the fuel for this may need to be purchased seperately.
Linen and Towels
Beds at all properties are made
up with duvets and bed linen, included in the holiday price, unless otherwise stated in the property description (except for
cots and folding beds). One bath towel and one hand towel per person are provided, where stated in the property description. Otherwise they can sometimes be booked at £7.50 per person per week (please ask for more details). Tea towels are provided in all properties.
Cot / High Chair
A cot or high chair are only
provided where the symbol is shown. Otherwise they can sometimes be hired from Suffolk Secrets booked
at a charge of £10 per week (Southwold area only and subject to availabilty).
Dogs
Many of our properties will
accept one well-behaved dog and these will display a dog symbol. Please
remember that pets should not be left unattended in properties and that
some homeowners insist on pets remaining downstairs and off furniture
at all times. It will be clearly stated in the property description if
pets are welcome. Bookings that include pets are taken on the understanding that all fleas and worming treatments are up to date. You, as pet owner will be responsible for removing any
evidence left by your pet . Please show consideration for guests visiting
after you have gone home. A charge of £15 will be made per dog per
week or £10 per dog per short break.
Extra Persons
Some properties have extra beds
or sofa beds, the extra number of persons will be shown as + 1 or + 2.
In no circumstances may more than the maximum number of persons indicated
occupy a property (see Booking Conditions 10).
Cleaning
All SS cottages are cleaned
thoroughly between holidays. We would ask that you leave the property
and its contents clean and tidy (see Booking Conditions 11).
Christmas/New Year
As Christmas and New Years Day
both fall on a Thursday 2008/09, those weeks, for the purposes of booking,
will run from a Tuesday start day. Please note that short breaks are
not normally available during Bank Holidays, which includes both Christmas
and New Year.
Alterations to Bookings
SS cannot accept a change of
holiday property once your deposit payment has been received. It may be possible to change your
holiday week providing you advise SS not less than 6 weeks prior to your
original holiday start date. This is not always possible, although if
we are able to rearrange this for you, a charge of £35 will be made
to cover administration costs. No change of dates is operative until we
receive written confirmation and the alteration fee.
Customer Service
1. If you are unhappy with your
booking or the way it has been handled, please inform SS immediately.
2. The contract is between
you (the Hirer), and the Home Owner, so if any problems arise during your
stay, you should contact the person whose details are given on the paperwork who
should put the matter right as soon as possible.
3. If the matter is not resolved,
let SS know as soon as possible. No correspondance can be entered into in the case of complaints made after you return home
when it will be appreciated that it is quite impossible for them to be
effectively investigated.
4. If you have an urgent problem,
please contact the homeowner or keyholder. If you cannot contact the Home
Owner or the Keyholder, telephone our office on 01502 722717 during office
hours, if this is not possible, then call our out-of-hours contact number
(details will be given with final invoice and directions).
5. Please leave a telephone
number or location where you can be contacted.
6. SS will do all they can to
rectify the matter - if SS are unable to do this and in SS opinion, your
complaint is justified, SS will try to find alternative accommodation
for you.
i. This may involve an increase
or decrease in the price paid, depending on the price category of the
alternative property.
ii. It may not be possible
to re-locate you in high season. In such cases, where you do not stay
in your booked property, SS will arrange a full reimbursement of the price
paid.
7. SS liability and that of
the Home Owner is limited to the price you paid, except in the case of
legal liability for personal damage or injury, for which purpose public
liability insurance is carried by the Home Owner.
Period Properties
Many of the properties within
this brochure are older cottages dating back to the last century or earlier.
It is important to remember before booking your holiday in one of these
properties that part of the charm of such properties are the characteristically
low ceilings, doorways and beams. They often have steep and narrow stairs
and because of low or sloping ceilings, may have limited clothes hanging
facilities. Many were also built before the introduction of damp proof
courses and cavity insulation. These points are particularly important
to note if your party has any elderly or very young members. Thatched
roofs and beams can attract spiders, and cobwebs reappear very quickly
after being removed.
SS feel that these are all aspects of the properties that add character and
charm and would not hesitate to recommend them to you given aforementioned features are understood.
This information supersedes
previous issues.
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