Frequently Asked Questions

We hope that you will find answers below to the many of the questions you may have when booking a holiday cottage in Whitby. If not, please call us on (01947) 668 888 and we will be delighted to help.

We have a great collection of dog-friendly holiday cottages. It is indicated in the ‘facilities’ section of each property description if pets are accepted and the maximum number allowed. Pets are only accepted on the understanding that they are kept under control and are never left unattended.  Please note that, even if a property has a garden, it may not be escape-proof, so we recommend you don't leave your pet in the garden unattended.  It is also worthwhile mentioning that many beaches now ban dogs (apart from guide dogs) during the summer months.


Please click here for information on dog-friendly beaches in Whitby and the seasonal restrictions.


PLEASE NOTE: if your pets are used to going on furniture, please bring your own suitable covers. An additional cleaning fee will be made for properties with excessive dog hair.


We must be made aware of all pets accompanying you and we reserve the right to refuse entry to anyone arriving with more pets than booked and paid for.

For a list of our pet-free Whitby holiday cottages, please click here

We will email your arrival information to you on the day you book. This information will include the full address and directions to your holiday cottage (as well as the post code for your sat nav and what3word coordinates) alongside information on how to gain access into the property using the key safe. These details will be resent a few days before your arrival date. Please use the latest version since there could have been a change of key safe number for example.


We will also email you a link to our Guest Information App prior to your arrival date. This app includes important information about how to find your holiday cottage and how to use the key safe, as well as activities you may wish to do while you're away, come rain or shine. You may wish to book ahead for some activities.

Arrival time

To allow the cleaning team to complete their work prior to your arrival, we ask that you do not arrive at the property before 5pm. Please be patient and do not arrive early – we want to keep everyone happy while still providing the best service possible. However, we do often find we can get guests in early and if you expect to be in town earlier than 5:00pm it is worth calling our local housekeeping team on 07778 215 525 to ask if early entry time is possible.


Departure time

Your cottage should be vacated by no later than 10am to give our housekeeping team time to prepare for our next guests. Should you leave earlier than 10am it would be very helpful if you could call our team on 01947 668 888 (select option 2).

Booking less than 8 weeks before your holiday start date? You will be required to pay the full balance of your holiday when you make the booking.


Booking more than 8 weeks before your holiday start date? You will be required to pay a 50% deposit when you make your booking and the remaining 50% will be payable 8 weeks before your holiday start date.

We will send you a reminder email approximately seven days before your balance is due. In the event of a late payment of your balance, we reserve the right to cancel your booking, in which case our standard cancellation policy will apply (please see our Terms and Conditions for details).


To pay your balance either log into your account via our website or give us a call on 01947 668 888 (select option 1).

It is not possible to change the date of your booking if it is less than 8 weeks away. Before that, we can normally move you to the same cottage at a different date but there will be a £100 administration fee charged.

You can cancel your booking but there may be substantial charges to do so. In the first instance, please refer to our Terms and Conditions and then contact us to inform us of your decision.


If you decide to proceed with the cancellation we ask that you put your request in writing. When received, we will then immediately commence remarketing the holiday that you've cancelled. The notice given and the time of year will both affect our ability to resell your holiday.


If we cannot resell it, you will be able to reinstate the holiday and use it yourself or for friends or family for a £100 administration fee to cover costs expended during the attempted re-marketing period.


If we do sell the holiday, we will refund you minus the booking fee, any discount we had to offer to resell the holiday and a £100 administration fee. Please note that if you have a balance to pay during this period, this must still be made because until the holiday is resold, it remains your responsibility.

Most of our holiday cottages are child friendly. Please check the ‘facilities’ section of the property description to ensure there is room for a travel cot at your chosen property. Highchairs and stair gates are available free of charge, but we do charge £15 plus a 3% booking fee for a travel cot bed. Please note, we are happy to place the cot bed in the room of your choice and we will provide linen for it, but we will not assemble it.

We can provide you with a Z-bed which is suitable for a child or small adult for an additional charge of £40 (this cost includes linen). Please check the ‘facilities’ section of each property description to ensure there is room for a Z-bed in your chosen property.

As standard you will find the following:

  • All bedding is included, and all beds will be made up ready for your arrival.
  • A hand towel and a bath towel are provided for each bed space.
  • You will find 2 tea towels, a kitchen hand towel, kitchen sponge and cloth, washing-up liquid, 2 dishwasher tablets, liquid hand soaps, towel bathmat and fleece blankets (not to be used for pets)
  • Toilet rolls are provided with one spare per toilet.
  • All utility costs are included. In the winter, the property will be warm on arrival.
  • PLEASE NOTE: if your pets are used to going on furniture please bring your own suitable covers – there is a supplementary charge for cleaning if this is not adhered to.

The heating and electricity costs are included in the price. If you have booked a property with a wood burning stove, we will provide you with 1 bag of logs. If you require more, you are welcome to purchase them from us for an additional charge.


Given recent rises in utility costs we would respectfully ask you to use the heating as you would in your own home.

If you've booked a property with a wood burning stove we will provide you with enough logs and kindling for one night. If you require more, you are most welcome to buy them yourself or we can deliver you some for an additional fee. Please call our local operations team for a price.


Click here for our properties that have a wood burning stove.

We understand that accidents happen. Should you break anything please let us know - if it's minor, we usually won't charge. If it's a larger issue (e.g., the TV screen) we would like to agree the cost with you before you leave to avoid any issues later.

You should always leave the cottage in a clean and tidy condition. Please be aware that you will be charged an additional cleaning fee if it is not as reasonable expected.

Please call us on 01947 668 888 (option 1) as soon after noticing your item is missing as possible and we will ask our housekeeping team to try and locate it. If a new guests has already arrived, we will not be able to check until they leave.


We make a minimum charge of £10.00 to cover postage, packing and time for posting back any items left in the property. The amount charged will depend on current postal rates and the weight/style of the item and service required.


We take no responsibility for any items lost or damaged during transit to you but will provide tracking numbers for items that fail to arrive.

All of our holiday cottages offer free Wi-Fi. The log in details will be provided in your Guest Information App - the details of which will be emailed to you prior to your arrival.
Please be aware that the Wi-Fi is likely to be slower than in more urban areas.


The service is provided for your enjoyment, but you are responsible for safe and appropriate use and complying with all laws. Please also remember to clear any log on information used for Smart TVs.

Our holiday cottages do not have a landline telephone. You should also be aware that, depending on your mobile phone network, signal strength in Whitby can be a bit patchy.

Many of our properties are accessible by car so you are able to drive up to the property and quickly drop off luggage before parking. If you're unsure, please feel free to call us to check.

There's plenty to do in Whitby and everything is within easy walking distance so if you arrive early you don't need to wait around in your car. You could take a walk along the beach or along the pier, grab a bite to eat in one of the many cafes or restaurants, visit the arcades along the promenade or perhaps walk up the 199 steps and take in the views. We recommend that you use our Guest Application - Touchstay - which you can download after booking and offers a great deal of help. It is especially valuable to those who do not come to visit frequently.

Need to find a holiday cottage with an electric car charging point - click the following link for details of cottages with EV points. If your chosen property doesn't have one installed onsite, please click her for details of charging points around the town.

Please check the ‘facilities’ section of the property description to identify whether your chosen holiday cottage has a barbeque.


If it does, it will be a coal barbeque. We do not provide the coal, fuel or lighters. We ask that you thoroughly clean the barbecue after use to avoid any additional cleaning fees. Please keep it covered when not in use to prevent wear and tear.

It is your responsibility to enforce the rules of safety.

Supervision is a key element in getting maximum and safe enjoyment from the hot tub. The supervisor must be thoroughly familiar with all facets of the safe operation and maintenance of the spa or hot tub. You will take responsibility for communicating safety information to all persons who enter the hot tub area. It is a good idea to designate a back-up for times when you are unavailable.

The supervisor is responsible for enforcing the ‘Hot Tub Rules and Regulations’. These are detailed below. These rules should be clearly communicated to and understood by all persons, young and old, who use the hot tub. You should consistently enforce these rules.

Hot Tub Rules & Regulations

  • During pregnancy soaking in the hot tub may cause damage to the foetus so contact your doctor for advice before using a hot tub.
  • Persons with heart disease, diabetes, low or high blood pressure, or any serious illness should not enter the hot tub without prior consultation with their doctor.
  • People with skin, ear, genital or other body infections, open sores, or wounds should not use the hot tub because of the possibility of spreading infection or irritating the condition.
  • Never use the hot tub while using or after using narcotics or other drugs that may cause sleepiness, drowsiness, or raise/lower blood pressure. The heat of the hot tub water speeds up the effects of alcohol and the ultimate danger of combined alcohol consumption and hot water soaking is drowning due to loss of consciousness, heart attack or injury due to passing out and falling. With any drug or medication, consult with your doctor about potential harmful effects from combined use of the drug and hot water soaking.
  • Parents/carers are advised that the hot tubs are not suitable for children under the age of four. Never allow children to use the hot tub unsupervised and when not in use, make sure the cover is on and secured. Children enjoy playing in water and may not understand the risk involved. Discretion is advised in allowing children to use spas and hot tubs at all, since their young bodies may not adjust well to the high temperatures. If in doubt, check with your doctor. Warn children not to allow water into their mouths as this can cause infection and illness. If young children will be using the hot tub, explain to them that they cannot under any circumstances dive or jump into it. While a spa or hot tub may seem large and deep to a child, it is not designed for jumping, diving or underwater swimming. PLEASE ALSO READ THE SAFETY TIPS THAT CAN HELP SAVE YOUNG LIVES (below).
  • You MUST shower with soap and water before and after using the hot tub. Showering before use washes away many of the common skin bacteria and removes lotions, deodorants, creams etc. which reduce the effectiveness of the spa sanitiser which disinfects the water. Wear suitable footwear to walk to and from the hot tub and brush off any debris from your feet before entering the hot tub.
  • Never use the hot tub alone.
  • Never use glass near/in the hot tub as broken glass is invisible in water and extremely difficult to remove from the support system.
  • Do not use any electrical appliances near/in the hot tub. Electrocution from appliances and telephones in contact with water is a real danger.
  • Avoid using the hot tub immediately after a heavy meal.
  • Avoid entering the hot tub water immediately after exercising as the water temperature can affect the heart rate.
  • If you use the hot tub at night, turn on the lighting around the facility.
  • Do not allow running on the decking or area around the hot tub, as injuries may occur from slips and falls.
  • Do not use the hot tub during lightning or rainstorms because of the possibility of electrocution from the lightning hitting the water.
  • Before entering, look at the water in your spa or hot tub. Please contact the owner if you see any froth or water discolouration. If there is cloudiness or foaming, or if a ‘locker room’ or strong chlorine smell is present, the water needs treatment. Soaking in such water greatly increases your chances of getting a skin rash (pseudomonas). Call the property owner for guidance if you are in any doubt.
  • Take care when entering and exiting the hot tub. Take it slowly and cautiously. Be careful of your footing and allow your body to gradually get used to the water temperature. Exit slowly because your leg muscles may be sufficiently relaxed and make you a bit unsteady, and you may become lightheaded.
  • Soaking too long makes some people nauseous, dizzy, lightheaded, or faint. Do not soak for more than 15 minutes at one sitting in 104 degrees Fahrenheit (40°C) water as extending this time can affect your inner organs and cause fever-like conditions. If you wish to soak for a longer period of time in high temperatures, leave the spa or hot tub after 15 minutes, shower, cool down and then return for another brief stay. In lower temperatures (e.g. 36-37°C or 98.6 degrees Fahrenheit - normal body temperature), most people can comfortably and safely soak for longer periods at one sitting. If you have any questions about what’s right for you and your family, consult with your doctor.
  • Do not immerse your head in the hot tub water. This increases the risk of infection and can heighten the dangers of drowning due to suction below the water line. Do not allow water to enter your mouth as this can cause infections and illness.
  • Take care on the decking/hot tub steps as when wet they can become slippery.
  • If any allergic reaction occurs leave the hot tub and rinse off in the shower. If the reaction persists, contact the owner or go to a local doctor or A&E.
  • Do not try to adjust or touch equipment such as pumps, heaters, or electrical appliances while you are in the hot tub, or while standing in water, unless designed as such and recommended by the manufacturer.
  • Do not turn the hot tub isolation switch off as the hot tub’s power needs to be turned on to carry out the cleaning cycle.

If the hot tub needs to be shut down and emptied due to misuse, this will incur a charge of £100.

If any fault or damage occurs to the hot tub, please contact the owner immediately.

The hot tub is checked by the owner regularly.


Drowning prevention information is not ‘for someone else’. It is for you. Only by increased awareness and effort can we reduce some very alarming statistics.

Children are naturally attracted to hot tubs. To prevent drowning and other serious injuries, you must keep children away from hot tubs in the absence of adequate supervision.

Never leave a child alone out of eye contact supervision in or near the hot tub - not even for a second.

Make certain that all doors leading from the cottage to the hot tub area are kept shut and latched when you are not supervising the hot tub.

Always completely remove the cover before using the hot tub. Drain any standing water from the surface of the hot tub cover. Even a small amount of water may be sufficient for an infant or small child to drown. These are not safety covers and no one should walk or crawl on them.

Do not place objects (e.g., chairs or tables) near the hot tub.

Never use a tub if any of the grate outlets are missing or broken to avoid body entrapment.

Do not allow anyone of any age to soak without a ‘spotter’ nearby. Examples of good safety behaviour by adults are important for young children. Do not permit playful screaming for help (false alarms), which might mask a real emergency.

Never consider young children water-safe despite their swimming skills, previous instruction, or experience. Many professionals warn that these lessons may provide a false sense of security to a child’s family and not actually prepare a child for surviving a true emergency.

If you are unsure of any person’s condition or abilities, prohibit them from using the hot tub. Remember, you are in charge of your facility.

All of our holiday cottages are strictly non-smoking, including vaping. If there is an outside seating area or garden, you are welcome to smoke in these areas but please be considerate and pick up and dispose of any cigarette ends.

All our properties will have an artificial tree set up by mid-December. You are welcome to bring your own decorations to supplement this but we would ask you not to bring candles in the interests of health and safety.

You will automatically receive a Guest Survey Form by email within a couple of days of arriving home from your stay. This covers all aspects of the experience you had and we value your feedback very much. It is used to propose property updates to owners and to improve our services wherever possible. In addition, you are always free to call or email us. We will normally respond within 48 hours to any feedback received.

This still leaves you with the opportunity to write reviews on public web sites should you feel it worthwhile.

We would ask you first to contact the local team (07778 215525) during your stay and they will use their best endeavours to rectify any issues you may have. If they cannot be resolved by the team in Whitby, please call or email the office on with details of the problems you encountered.

We are very proud of our services and properties and genuinely want all our guests to go home delighted with their holiday with Shoreline. Please give us the chance to do this for you.

If you have not found your answer – we are here to help. Call us on 01947 668 888 – from 10:00am to 6:00pm, Monday to Friday.  Messages are also checked at weekends.