Essential Cottage Information

Arrival and Departure 

Arrival and departure day (also known as Changeover Day) is shown on each of the holiday property description pages. All our Suffolk cottages are available from 4.00 pm on the start day and please depart no later than 10.00am on the last day.

To give our cleaners enough time to complete the additional cleaning and sanitising that is currently needed to keep our guests safe, check-in and check-out times at our properties have been temporarily revised:

Check-in: 5pm
Check-out: 9am

These times supercede any previously indicated. Thank you for your understanding and help with this.

When you pay your balance and receive your final instructions, you may be asked to pick the keys up from one of our offices or you will be given the Homeowner or keyholder's name and telephone number to ring a few days before your cottage holiday to discuss the handover of keys. Alternatively, there may be a keysafe at the property in which case you will be asked to phone the office a few days before for the keysafe code. When you receive your final instructions please take time to read them carefully and remember to bring them with you.  Please do not arrive early, unless previously arranged, as time is needed to thoroughly clean the property between holiday lets. We also ask that you leave the Suffolk cottage on time on departure day for the same reason.

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. 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 cost of your holiday stay. However, in cottages where an open fire or woodburner is available for use, fuel may need to be purchased separately.

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 cottages.

Cot / High Chair A cot or a high chair is only provided where the symbol is shown. Otherwise they can be provided by arrangement (at extra cost).  Please speak to a member of the reservations team.

Dogs Many of our pet friendly cottages in Suffolk 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 a 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 £25 will be made per dog per week/per short break.

Extra Persons Some holiday homes 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 Terms and Conditions).

Cleaning All Suffolk Secrets cottages are cleaned thoroughly between holidays. We would ask that you leave the property and its contents clean and tidy (see Terms and Conditions).

No Smoking Policy Our Suffolk Holiday Homeowners have agreed to a no smoking policy in their Suffolk cottage. This non smoking policy covers all of our Suffolk cottages and includes any area inside of the Suffolk self catering accommodation.

Christmas/New Year Christmas and New Year bookings may start on a different changeover day to normal, depending on when they fall.  Please note that short breaks are not normally available during Bank Holidays which includes both Christmas and New Year, although last minute short breaks are sometimes possible.  Please ask the reservations team for more information.

Alterations to Bookings Suffolk Secrets cannot accept a change of holiday property once your deposit payment has been received. It may be possible to change your Suffolk holiday week providing you advise Suffolk Secrets 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. 

For more information about our booking conditions, please click here.

Customer Service If you are unhappy with your booking or the way it has been handled, please inform Suffolk Secrets immediately.

The contract is between you (the Hirer), and the Homeowner, 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.

If the matter is not resolved, let Suffolk Secrets know as soon as possible. No correspondence 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.

If you have an urgent problem, in the first instance please contact the Homeowner/keyholder (if this number has been given to you for such purposes) or telephone our office on 01502 722717 during normal office hours. For out of hours emergencies, again please contact the Homeowner/keyholder if appropriate or otherwise call our out-of-hours contact number (details will be given with final invoice and directions).

Please leave a telephone number or location where you can be contacted.

Suffolk Secrets will do all they can to rectify the matter - if Suffolk Secrets are unable to do this and in Suffolk Secrets opinion, your complaint is justified, Suffolk Secrets will try to find alternative holiday accommodation in Suffolk for you. This may involve an increase or decrease in the price paid, depending on the price category of the alternative property.  It may not be possible to re-locate you in high season. In such cases, where you do not stay in your booked property, Suffolk Secrets will arrange a full reimbursement of the price paid.

Suffolk Secrets liability and that of the Homeowner 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 Homeowner.

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 Suffolk cottage holiday that part of the charm is the characteristically low ceilings, doorways and beams. They often have steep and narrow stairs and may, because of low or sloping ceilings, 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.

Suffolk Secrets feel 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.