Frequently Asked Questions (FAQs)

Questions Answered

If you’re thinking of booking a Suffolk Secrets cottage for the first time, you may find our FAQ section useful.

If you have any other queries that have not been covered below, please do not hesitate to call our friendly reservations team on 01502 722717 or email us at

Can I book a short break (less than a week) at a Suffolk Secrets’ cottage?

Yes, short breaks can be booked during low and mid-season at many of our Suffolk holiday properties. High-season short breaks can also be booked as a late-availability request at many of our holiday cottages. To find out more about when you can book a short break, please call our friendly reservations team on 01394 389189.

What is the standard arrival/key collection time?

Arrival is not before 7.00pm, but check the Travel Directions/Key Instructions paperwork as some properties may differ. When you settle your final balance, we will send you full travel directions and key collection details. These instructions will indicate whether you need to collect the key from one of our offices, make arrangements with the property keyholder, or collect the keys from an onsite keysafe.  For office collections, please note that our standard opening hours are 9:00 to 17:30, Monday to Friday and from 9:30 to 17:00 on Saturday. Therefore, if you plan to arrive after our offices have closed or on a Sunday/Bank Holiday Monday, please call ahead so that we can advise you of the keysafe details.

What is the standard departure time?

Our standard departure time is 9am.

How much deposit do I need to pay to secure my holiday and when will the final balance be due?

When you book your holiday, you will be required to pay a deposit equating to one third of the total booking value inc. any extras, within 5 working days. If you do not pay the deposit within this timeframe, your booking may be cancelled. The final balance is due twelve weeks prior to your holiday start date.

How can I pay for my Suffolk holiday?

You can pay your deposit or balance by debit card, credit card, cheque or direct bank-transfer; however, we do not take American Express. We may on-charge any bank fees incurred for non UK sterling bank transfers or for any bank fees incurred during non-UK bank transfers. Please note that you can pay your final balance online by clicking here.

Where can I find the holiday booking conditions?

Our booking conditions can be found by clicking here.

What if I need to cancel my Suffolk cottage holiday?

We are aware that sometimes your circumstances may change and you may need to amend your holiday dates or requirements. We will always try to help you amend your booking if we can, subject to approval by the holiday homeowner.

However, if you need to cancel a holiday completely please refer to our Booking Conditions (no 7) and notify us by telephone or email immediately.

Can I start my Suffolk Secrets booking on any day of the week?

As a rule the standard holiday cottage arrival date (known as the Changeover day), is on a Friday or Saturday.  The standard Changeover day is highlighted green on the availability calendar within each property page.

However, during low and mid-season booking periods, you can start your holiday on any day of the week at most of our holiday properties.  During peak season booking periods (i.e. summer holidays), changes to the standard arrival date are normally available as a last minute request.  However, please do not hesitate to call our friendly team on 01394 389189 and we will be happy to help you with booking your perfect holiday.

Is bed linen included within the price of my Suffolk Secrets booking?

Beds at all properties are made up with duvets and bed linen which is included in the holiday price, unless otherwise stated in the property description. Please note that cot linen is not provided – even when the homeowner provides a cot/travel cot at the property.  Please therefore remember to provide your own cot linen if required.

Are towels included within the price of my Suffolk holiday?

Many of our holiday properties provide towels. To determine whether or not your chosen holiday cottage provides towels, please check the Notes section at the end of each property description or simply call us and we’ll happily advise you. Your final travel instructions will also detail whether or not you need to bring towels with you. Please note that beach towels/swimming pool towels are not provided at any of our holiday properties.

Is heating/electricity included within the price of my Suffolk Secrets booking?

All of our properties have heating/electricity included within the total price. If a property has a working open fire/wood burner; you will be required to provide your own fuel/logs or in some cases, owners will provide a starter pack of logs, and there may be a small charge.

Does the property have access to Wi-Fi?

Many of our properties now provide Wi-Fi and in most cases this is free to use. Please check the property attributes in our magazine or on the top right hand side of the website property page to determine whether Wi-Fi is provided or not. To search for properties with Wi-Fi please tick the “internet access” check box in the “Find Your Perfect Holiday” home page search (top left hand side of website).

Does the property provide a cot and/or highchair?

Many of our properties provide a travel cot/standard cot and highchair for our customers to use. To determine whether or not your chosen holiday cottage provides these facilities, please check the Notes section at the end of each property description.  You can also call our friendly reservations team on 01394 389189 and we will be happy to advise you on which properties provide these facilities.  Please note that cot linen is never provided so please remember to provide your own cot linen if required.

Can I bring my pets?

We have many holiday cottages that allow you to bring your pet. Each property description will indicate if it accepts pets (top right hand side of the screen). You can also view our full listing of pet friendly properties by clicking here.   

I have two well-behaved dogs. Can I bring them both to my pet-friendly holiday cottage?

Some properties do accept more than one pet and it is always worth asking us.  Some owners are very happy to take two dogs but it will often depend on the size and breed.

I have a pet and would like to stay in one of your self-catering holiday cottages. However the property I have chosen doesn't take pets.  Do you make exceptions to the pet-free rule?

If a property doesn't take pets it can be for several reasons.  Firstly, the owner may worry about damage to carpets and furnishings, secondly they may not like pets themselves and thirdly they may have an allergy.  In addition, some of our customers request pet-free properties – so we do not allow customers to bring pets to these properties.  However, we have a great selection of pet-friendly properties which you can browse online or call our friendly reservations team for more details.

Do I have to clean my Suffolk Secrets Cottage before I depart?

Please do leave your Suffolk holiday cottage clean and tidy at the end of your stay, which includes all equipment and utensils used and if possible, please put out any rubbish into the appropriate black/blue/green wheelie bin.  Please could you also strip the beds. For more information on your responsibilities as a customer please refer to our terms and conditions, point 11.

Do you offer any last minute discounts or special offers?

Yes, you can view our current special offers by clicking here. If you need any help in booking one of our special offer holiday cottages, please do not hesitate to call us.

How do I get to Suffolk?

We always recommend planning ahead for your journey. Google Maps is a great online tool for planning your trip and getting a realistic idea of the time it will take to make your way to Suffolk.

By Road

If you are coming from the South or London, Suffolk is easily accessible via the M25 and then onto the A12 or A11/A14. If you are approaching from the North or Midlands, Suffolk can be reached via the A14 which is accessed by many major trunk roads.

By Public Transport

Suffolk is well served by a regular train service that runs nearly every hour from London Liverpool Street to Ipswich. The Ipswich to Lowestoft line stops at many stations including Woodbridge, Melton, Saxmundham (for Aldeburgh and surrounding area), Darsham, Halesworth and Beccles.  There is a local bus service that connects Halesworth station with Southwold.

For train links from the Midlands and the North, change at Peterborough, Norwich or Cambridge.

The Trainline website has good deals on train fares if you book ahead. If you have a railcard you could save even more money on your journey, it is well worth looking into.

By Air

Suffolk is best served by two airports situated at Norwich or Stansted.

To find the location of our offices, please click here.

Whichever way you travel be sure to remember to pop all your essential items into an easy to reach travel bag separate from your luggage. That way you will be able grab what you need quickly without having to unpack all of your things mid journey!