Frequently Asked Questions
Hopefully we have covered any questions you may have, here on this page. However, if there is anything you are unsure of, please do not hesitate to give us a call and we will be of as much help as we can.
What does each property contain?
Each of our properties has the following as standard: central heating, TV, DVD/video, music system, radio, vacuum cleaner, ironing board and iron, washing machine/drier (sometimes a combination product), hairdryer, microwave, oven and hob, electric kettle and toaster, blender, fridge, a selection of Cd's, a selection of family games and a small selection of books.
The majority of our properties (with the exception of Cook's, Henrietta, High Tide and Riverside) have dishwashers and our 5 star properties also have freezers.
What is provided when I arrive?
Some basic items will be available in the property when you arrive. These include a small supply of tea bags, sachets of coffee and sugar, and small pots of long life milk. There will also be washing-up liquid, tea towels/dish cloth, detergents for the washing machine and, if installed, dishwasher, kitchen roll, refuse bags and at least one toilet roll per toilet in the property.
Do we have to bring our own bed linen and towels?
All bed linen and towels are provided and changed on a weekly basis (for those people staying longer than a week). However, towels must not be removed from the property and you should therefore remember to bring your own beach towels. A basic set of cot linen is provided with each cot.
Are travel cots and high chairs available?
Travel cots are available at our standard charges per cot, while high chairs are provided free of charge. Please check the Facilities section of the property description to ensure a cot space is available.
Are Z-beds available?
Folding camp beds are provided at an additional charge. Due to the constraints of the cottages, the Z-beds we provide are normally only appropriate for children. Again, please check the Facilities section of the property description to ensure a Z-bed space is available.
Can we smoke in the properties?
In the interests of all our guests, every one of our properties has been designated as strictly non-smoking.
How do we get to the property?
At the point of booking your holiday, we will send you detailed directions explaining how to get to the property and how to gain access together with contact details of our staff in the area. This is not re-sent.
When can we arrive and what time must we leave?
Properties are generally available from 4.00 pm on the day of arrival and you will need to leave by 10.00 am on the day of departure (our cleaners will arrive promptly at 10.00 am).
Can we take our pet with us?
If a property accepts dogs or other pets, it is indicated in the Facilities section of the property description. There is a charge per pet and a maximum number as shown in those properties which accept them. Pets are only accepted on the understanding that they are kept under control, that they are not allowed in bedrooms and on the furniture and that they are never left in the property unattended. Please note that, even if a property has a garden, it does not necessarily mean that it will be totally escape-proof if you leave your pet in the garden unattended. It is also worthwhile mentioning that many beaches now ban all dogs (apart from guide dogs) during the summer months. Please note that we must be aware of all pets accompanying you; we reserve the right to refuse entry to anyone arriving with more pets than originally booked.
Do we have to pay extra for heating and electricity?
These are included in the rental.
How do we pay for our holiday?
For any properties booked more than two calendar months prior to the start of the rental period, we require a deposit of 50% of the total cost; the balance will then be due at least two calendar months prior to the start of the rental period. If you book less than two calendar months prior to the start of the rental period, you must pay the full price when booking.
Do we get a reminder to pay our balance?
We will send either an E-mail or a letter approximately seven days before the balance is due reminding you to make the payment. In the event of late payment of your balance, we reserve the right to cancel the booking, in which case our standard cancellation policy will apply (please see our Terms and Conditions for details).
Do the properties have telephones?
None of our properties have telephones. You should also be aware that mobile coverage in the region of Whitby is quite variable.
Will we be able to park our car?
Parking in Whitby is particularly difficult, especially in peak periods. The Facilities section of the property description indicates whether parking is available at a given property. Where public car parking has to be used, you can pre-purchase long stay tickets from the tourist office but must do so at least two weeks before your holiday if you want them posted to you. You should also note that, in some instances, the car parking may be a maximum of 15 minutes' walk from the property and that this walk may involve a steep hill. Where this is the case, it is normally possible to very quickly drop off and pick up luggage at the property itself.
Are there any accessibility issues?
You should be aware that Whitby has many steep hills and cobbled streets and many of our properties have steep staircases and, in some cases, low beams. For people who may find walking or steps difficult, we recommend that you call us to discuss your specific requirements before making a booking and to discuss the property with someone who has visited it.
Can we change the details of our holiday after we have booked it?
Yes, although we must point out that the maximum number of people staying in the property must never exceed the maximum number that the property is advertised as accommodating (including cots and Z-beds). However, you should be aware that changes to an already booked holiday require extra paperwork and we may ask you to pay an administration fee to cover these costs.
Do we need to clean the property on departure?
We would ask all guests to ensure they leave the property as clean and tidy as possible on departure. Failure to do so may make it difficult for us to have the property thoroughly clean for our next guests. In cases where the property is left with for example, unwashed pots and pans, we will levy an additional charge as shown in our contract.
What if I leave something behind and need it returned?
We make a minimum charge of £15.00 to cover postage, packing materials and time for posting back any items left in the property. The amount charged will depend upon current postal rates and the weight/style of return of the items.
Old houses and cottages
Many of our properties are old houses and fishermen's cottages. Disadvantages of such properties can be an occasional spider's web, slight signs of damp if the weather is very wet and windows being sea and sand stained.
A few of our properties contain Hot Tubs. While these are great fun, they must be used with extreme caution to avoid injury or illness and special rules apply. These safety guidelines must be strictly followed and any use of a Hot Tub is entirely at the risk of the customer. We recommend that you seek a doctor's opinion if you have any known health problems and advise strongly that young children do not use this facility at all.