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Pre-booking questions


How do I make a reservation?

You can book online through our website, or contact us directly via phone or email to proceed with your booking.


Can I pay a deposit?

No, the full amount is due at the time of booking. Although we may consider a smaller deposit to secure the booking on request.


How do I know I’m getting the best rate?

By booking directly with us you’ll be getting the best room rate.


Is there a minimum number of nights I need to book?

We require a minimum stay of 3 nights.


Is bedding included?

Yes all bedding is provided


How many people can you accommodate in the property?

The maximum number of guests we allow is 4. Although we do allow an additional infant under 3 years.


Do you cater for families with young children?

Yes, we love to accommodate families and have a travel cot available.


Do you allow pets?

No, we have a strict no pets policy.


Does the property have wheelchair access?

No, unfortunately there are a number of steps down to the front door which are not suitable for wheelchairs or for people with reduced mobility.


How many bedrooms are there?

There are 2 bedrooms. One bedroom with a king size bed and a second bedroom with 2 single beds.


What payment methods do you accept?

We accept all major credit and debit cards.


Can I come and view the apartment before booking?

If you’re planning on staying with us long-term then we allow viewings. However, this isn’t 

always possible if there is a current guest staying and they don’t wish to allow this.


How do I make a change to my reservation?

If you need to make a change to your reservation, please email or call us and we shall try and accommodate where we can. However, this isn’t always possible and there could be additional costs.


Do I have to pay a security/damage deposit?

Yes, there is a £250 security deposit which is due before arrival. If this is not paid before arrival then entry may be refused. 

The deposit will be held by Charge Automation as a hold on your credit/debit card. This deposit allows us to recover reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of hire by you or other members of your party. Also, we may recover resonable costs from you if the house rules have been broken. We reserve the right to apply an administration fee when claiming from guests.


When will I receive my security/damage deposit back?

The security deposit is fully refundable within a few days of departure, if the property is left in a clean and tidy condition and all house rules have been followed. See T&Cs on our website.

If we need to recover costs which exceed the damage deposit you agree to pay such excess to the owner of the property within 14 days of being notified. 


How would any disputes be resolved?

We are a member of the Property Redress Scheme. The registration details are, Chandelier Properties Ltd - PRS028638. Should any disputes arise that can’t be resolved between us and the guests then the ‘Property Redress Scheme’ can act as an intermediary.


Accommodation Questions


How do I collect keys?

The property is self check-in. The keys are left in a lock box at the property. The box location and code will be provided before your arrival.


What is the arrival/departure time?

Arrival time is from 4pm and the time of departure is by 10am. However, we will be happy to offer you earlier arrival times and later departure times if possible.


Is broadband included in the cost?

Yes, free WiFi is available in the cottage.


Does the property have parking?

Yes, there is free parking available on the lane to the front of the property. Details are provided within the booking confirmation details.


Do you provide towels and bedding?

Yes, linen and towels are provided.


Are electricity and heating costs included in the holiday price?

Yes electricity and heating costs are included in the price.


Are you able to smoke or vape inside the property?

No, smoking is not allowed. Although we have outside areas suitable for smoking or vaping. Furthermore, we will charge anyone found to have smoked or vaped in the cottage for a thorough carpet, and furniture clean, and they will be asked to leave.


Do you provide a hairdryer?

Yes the property has a hair dryer.


What items do we provide?


Linen sets

  • Bed sheets

  • Duvet covers

  • Pillowcases

  • Tea towels

  • Bath towels

  • Hand towels

  • Bath mat



  • Hand Soap

  • Body wash

  • Shampoo

  • Conditioner


Kitchen Items

  • Tea

  • Coffee

  • Milk

  • Sugar


Household items

  • Toilet paper

  • Bin bags

  • Washing up liquid

  • Washing up sponges

  • Anti-bacterial spray

  • Jay clothes


What happens if I lose my keys?

We always make sure that we have a set of keys whilst you’re staying with us. However, if you can’t find your set then we would need to get another cut. The charge for this will be £75 and will either come off your security deposit, or we would ask for your card details.


What happens if I don't check out on time?

Check out for everyone is 10am, unless otherwise arranged and confirmed by us. If you fail to check out on time we may deduct a fee from your security deposit. We need to allow the cleaners to get in the apartment and turn it around before the next guest arrives at 4pm.


Is a housekeeping service provided?

An end of stay clean is included in the price. We don’t normally provide any additional cleaning. However, extra cleans can be arranged on request for an extra charge.


Do we need to clean the property before we leave?

We ask that the property be left in a clean and tidy condition when checking out.


What if I require the property to be cleaned whilst I’m staying?

An end of stay clean is included in the price. If any additional mid-stay cleaning is requested this will incur an additional charge.


What should I do if I have left an item in a property?

Please call the number provided on your final booking confirmation as soon as possible so that we can help you locate any item(s) left behind and arrange for this/these to be sent back to you. A fee may be applicable to cover the cost of returning any item(s). We cannot accept responsibility for any personal belongings left behind.


Can I extend my stay?

Our property offers great flexibility and we are often able to increase the stay of our guests but we recommend you contact us as soon as possible to check availability.


What would happen if something got damaged at the property?

We expect that a certain amount of wear and tear is inevitable, and this applies to the occasional smashed glass or broken plate.


However, if something does get damaged while at the property, please call the number supplied on your final booking confirmation at the earliest opportunity so that it can be fixed or replaced in time for the next holidaymakers.

It is sometimes reasonable to expect to pay for more serious damages and breakages such as incidents to carpets, sofas, broken windows etc.


What if we are not happy with our property on arrival or experience problems during the stay?

We aim to provide a high level of customer service and want all of our guests to be completely happy with their holiday. However, things can be missed and if this is the case the matter should be brought to the attention of the property manager on the number supplied on your final booking confirmation as soon as possible. We are here to help. Please don't leave it until your last day or leave it until you have returned home to speak to us about any problems as we are then no longer in a position to help.

Please contact us at South West Cottages at

or call +44 (0)7432 092733 if you wish to make a request.

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