FAQ

How do I book?

When you decide on a property and dates from our website, you can call us or use our secure booking system on the property description. Please check availability first and make sure you have read the Booking Conditions. Simply follow the online instructions, and once you have clicked the final button, we will be notified electronically, and you will receive an automatic acknowledgement from the booking system. We will then process your booking, and a confirmation will be sent by email.  You will need your debit/credit card, names of all people coming with you, plus the ages of children under 18.

Our office opening hours are;
Monday – Friday 9am to 5pm
Saturdays from Easter to October 9am to 3pm.
If you have any questions, you can call us on 01485 534267 or email info@norfolkholidayhomes.agency

What does the rental include?

Rental charges are per property and include bed linen/towels, Wifi, electricity, and gas unless otherwise stated.

Can I make a provisional booking?

Of course! Provisional reservations can be made by booking online or by phoning us. We hold these for 5 working days. Failure to confirm with a deposit/full payment will result in the reservation being withdrawn.

How do I pay?

Credit/debit card details can be given online or by phone. Payment can also be made by bank transfer.

What happens after I have booked?

After the booking has been placed by phone or online, you will receive confirmation by email. If you have just paid the deposit, the confirmation of your holiday will show the date when the remaining balance is due. You will receive no more correspondence from us until we receive the balance of payment. If the full balance has been paid, you will receive final confirmation with a map, directions, and any other necessary information, such as key safe locations and codes.

Are rental deposits refundable if I cancel?

Rental deposits are only refundable if the holiday dates are rebooked. A Cancellation Fee of £50 + Vat is payable.

I have made a booking and want to change properties - Can I do this?

Yes, but the first booking will be treated as a cancellation, and you will still be responsible for full payment unless we rebook the same holiday. The deposit is non-refundable.

Are there any extras?

If you are bringing a pet, you will need to pay an additional fee of £30 per week. We also have a Booking Fee of £35. Other extras may be for linen hire, gas/electric/wifi (please check each property description), and an early arrival charge if needed.

When do I pay the balance?

Full payment is required 42 days prior to holiday dates. If a proposed holiday is within the 42 days, then a deposit is not required, and the full payment of rental, booking fee, and any other extras is immediately payable.

Can I make an interim payment?

Yes, two interim payments can be made.

When do I get information about keys/access?

Until we receive the final payment, guests will not be given the key collection arrangements. When receipt of your balance is acknowledged, we will email your final details of key collection, map, directions and any other necessary information.
If you are instructed to contact the key holder, please do so at least a week before your arrival. In the event of a delay on the day of your arrival, it would be appreciated if the key holder could be contacted directly if you anticipate arriving after 6.00pm.

Do I have to arrive on a Saturday?

We try to be flexible with arrival days and will help with these if we can. They are usually Saturdays unless otherwise stated in the description, with arrival after 4.00pm and departure before l0.00am. Short breaks, weekends, and Christmas/New Year breaks can have flexible arrival and departure times. Please ask when booking.

Do I have to pay a booking fee?

A booking fee of £35.00 is payable at the same time as the deposit, which covers administration costs.

What is a damage waiver?

An accidental damage waiver is non-refundable, and it is not an insurance against breakages. The small cost is £25, but if any serious damage occurs over £200, the owners will seek compensation from the guests. This does not normally happen as guests are usually very careful and respectful, but we all know that accidents can happen.

Hot tubs and swimming pools

Guests are not permitted to provide or hire hot tubs or swimming pools in any of our properties.

What if I forget my balance payment?

Any balance of payment that is overdue after 5 working days will have an administration charge of £10 per day added.

When can I get in and when do I have to vacate?

Arrival time is normally after 4pm, and departure is before 10am. If your key arrangements ask you to collect from our office, they will be available after 11am if you wish to arrive in the area earlier.  However, this does not permit you to go into the property any earlier.

Company Registration No. 9788723   VAT Registration No. 307765880

 

Can I come for a short break?

The weekly rental figures are outlined in each description and are for a Friday or Saturday changeover.  All short breaks are charged at 85% of a week's rental. These breaks are usually available between September and April, subject to availability and the owner's consent. However, we can accept breaks at short notice at peak times if a property is not booked, so it’s always worth checking at any time of year.

Do I have to have my holiday protected against cancellation?

It is a condition of booking that each guest must have their booking payment protected.
Even if you think a cancellation will not happen to you, please reconsider, especially if you have children, elderly relatives or a medical condition. Ninety-nine per cent of unforeseen cancellations occur two weeks before holiday dates. You can include an optional Booking Protection through XCover when booking your holiday to provide protection against unforeseen cancellations.

Are towels and linen included in the rental?

Most properties include towels and linen unless stated. Please bring your own beach towels if you intend to visit the beach.

Are pets permitted?

There is an extra charge of £30.00 per pet per week on the properties where they are permitted. Please state when booking. Please remember to clear up in the garden after your dog has fouled, and remove any evidence of animal hair etc from the property. 

What if I have a problem during my stay?

Should guests experience any problems during their stay, it would be appreciated if they could be reported to the owner/caretaker/agent as soon as possible, who will use their best endeavours to rectify matters as soon as they can. We regret that any correspondence/telephone calls relating to complaints received after the termination of the holiday cannot be entertained. 

Who do I contact in an emergency?

Details are given in each property and on the final confirmation letter. Otherwise, the office is open during normal opening hours.

What if the owner cancels my holiday?

Each property is individually owned, and very rarely will unforeseen circumstances arise where the agents have to cancel a guest’s holiday as instructed by the owner. In these events, we contact guests immediately to offer alternative accommodation to suit their requirements, including the same price or less.  If another property cannot be found or is not acceptable to the guest, all monies paid will be refunded in full immediately. If the guest takes an alternative property where the rental is more, we will negotiate with the owners to see if they will pay the balance within £50.

What if I have other maintenance problems, such as electricity/gas/oil/plumbing/heating?

For problems outside of office hours, you will find an emergency list in each property with the owner's and housekeeper’s contact details. Please contact them for assistance in the first instance.

Are there instructions in the property for appliances?

All properties have an Information folder with instruction details for the appliances. Guests also have the owner’s contact information if they need to get in touch.

What should I do with rubbish?

All properties should have detailed instructions inside, outlining information regarding rubbish disposal and recycling. Please read the instructions thoroughly upon your arrival and follow them throughout your stay. 

Finally

• Make sure you have included all names and ages of children.
• Include pets if applicable.
• Include bed linen/towels if applicable
• Inform us which beds you wish to have ie; twins or zipped to be made into king size if applicable.
• Check with us to see how close you will be to town/village centres or close to cliffs, shops, doctors, beach etc, even though we have tried to indicate this in each individual property. We know all the properties and the area, so we will be able to help with details.
• Check with us if you have any queries whatsoever – no matter how trivial you feel it may be!
  Are properties inspected and checked?

Are properties inspected and checked?

Norfolk Holiday Homes assesses and inspect all property regularly. We work with owners to ensure that they have carried out all necessary legislative and safety checks for your peace of mind.     

BOOKINGS, DETAILS, PRICES AND DESCRIPTIONS ARE SUBJECT TO CHANGE AT ANY TIME AND ARE ISSUED IN GOOD FAITH.   DETAILS MAY HAVE TO BE CHECKED BEFORE A BOOKING IS CONFIRMED. ANY ERROR, OMISSION OR MISSTATEMENT SHALL NOT ENTITLE THE GUEST TO A REFUND, TRANSFER OF HOLIDAY, COMPENSATION OR DAMAGES IN ANY SHAPE OR FORM, OR CAUSE GUESTS TO TAKE FURTHER ACTION.