Booking stage

 

“The holiday cottage I want to book is available on your website for the dates I’m looking at – how can I book it?”

You can book your chosen holiday cottage online with our user-friendly website or over the phone by calling our friendly Booking Team on 01227 464 958 and select option 1. Some of our owners like us to run bookings past them first before we confirm them, and so we are unable to accept bookings for these cottages online. Other holiday cottages are only available for week long stays, or for check-ins on a certain day. If you’re having problems booking online, please give our Booking Team a call seven days a week, on 01227 464 958 and select option 1, and they will be happy to help you.

 

“Can I view a holiday cottage prior to booking it?”

Unfortunately, due to the nature of holiday letting, we can usually only organise viewings for stays of longer than three weeks, or when you are having a wedding at one of our larger cottages. Our Bookings Team are extremely knowledgeable when it comes to the holiday cottages we advertise, and are on hand seven days a week to help you make the right choice.

“Can you reserve a holiday cottage for me whilst I decide?”

We are more than happy to put a holiday cottage on provisional hold for up to 24 hours whilst you talk to your other guests. Please be aware that we can only do this for you once, and the hold will expire after 24 hours if the booking is not confirmed in this time.

“How long can I stay for over Christmas and New Year?”

Most of our cottages are only available for week stays over Christmas, and again over New Year.

“Can I stay in one of your holiday cottages for more than 3 weeks?”

Certainly! Many people find our holiday cottages excellent for breaks of up to six months, as our cottages are fully furnished and all bills are included in the rental price. Please speak to our short lets department to discuss your needs by calling 01227 806 316.


Payments

 

“When do I pay for my holiday cottage?”

If you are making a booking more than 8 weeks before your arrival date, you are only asked to pay 30% at the time of booking, along with the booking fee. Your final balance is then due 8 weeks before your stay. If you are booking less than 8 weeks in advance, we do ask for your full rental at the time of booking.

  

“How do I pay my final balance?”

If you paid your deposit by card you do not need to contact us to process this payment; it will automatically be deducted on your final balance due date and we will only need to contact you should we encounter any issue. Should you wish to change the card on which you pay your final balance, or pay before your due date, please do give our Customer Services department a call on 01227 464 958, selecting option 2, and they will be happy to help you.

Alternatively, you are welcome to pay your final balance by PayPal, bank transfer or cheque; please let us know if you have chosen one of these options so that we can look out for your payment, and be sure to put your booking number in the payment reference so that we can easily allocate it.

“Will I get a reminder for my final balance?”

A reminder will usually be emailed to you two weeks before your final balance is due. Please be aware that if you have made your first payment less than two weeks before your remaining payment is due, you may not receive this reminder.

 

“What is my security deposit?”

Your security deposit is a pre-determined amount of money which is held seven days before your stay, and is there in case of any damages or additional cleaning at the holiday cottage. If booking online your security deposit is displayed before your booking is completed, alternatively a member of our Booking Team will be able to confirm the deposit amount. It is an incentive to leave the holiday cottage in the way it was found.

“How do I pay my security deposit?”

Your security deposit will be pre-authorised automatically on the last card you used to pay. This means that the funds will not leave your account and will be held securely in your account but you will not be able to access them.

Should you wish to pay this amount to us by bank transfer, PayPal or cheque, the funds will be held in the Mulberry Cottages account. Please contact our Customer Services department on 01227 464 958 and select option 2, at least ten days before your stay to organise this.

“My stay is over, when do I get my security deposit back?”

We can release your security deposit back to you seven days after your stay, once our owners have had a chance to go into the holiday cottage to confirm that everything is in good order.

Please be aware that due to the nature of pre-authorisation, some banks will not show transaction information for the hold or release of these funds, as the money remains in your account.

Due to individual bank handling times, the release of your security deposit can take up to three working days to clear fully in your account, although from our system the release is instantaneous. 

If you paid by bank transfer, PayPal or cheque, we will contact you seven days after your stay to find out how you would like the security deposit to be returned to you.

 

Before your arrival

 

“What is provided in the holiday cottage?”

The facilities provided at each of our cottages are usually included on their webpage, in either the full description, or in the “Things you need to know” section but please ask if you have a specific question.

“Are towels and linen provided for my stay?”

All our holiday cottages provide towels and bed linen for your stay. If the holiday cottage you have booked has a swimming pool or hot tub, or is near the beach, please be aware that the towels provided in each holiday cottage are for indoor use only, and you will need to bring your own separate towels for use outside.

 “What do I do if I cannot find the information I need on the website?”

If the information you are looking for is not provided on the holiday cottage’s webpage, or in the frequently asked questions section, please do contact us on 01227 464 958 option 2 and we will be happy to answer any questions you have.

“I’m expecting an email from you, but I haven’t received it yet.”

Make sure you have checked your “junk” or “spam” folder, in case the email you are expecting has accidentally been sorted there by your inbox. If you still cannot find it, please do call our Customer Services department on 01227 464 958, selecting option 2, and they will be happy to resend any missing emails.

“When do I get the information in regards to collecting keys?”

How to collect keys will be included in an attachment sent to you in your final balance confirmation email.

“I need to collect my key from your Canterbury office. How do I do this?”

Please come to our office no earlier than an hour before your check in time with some form of photographic ID and we will have the keys ready for you. If it is not the named booker who will be collecting the keys, please advise us in advance so we know who to expect at the office.

If you will be arriving to Canterbury outside of office hours, please let us know at least three days before your arrival, so we can arrange to leave the keys in a safe location for you.

“Can I have the full address of the holiday cottage?”

The full address of your holiday cottage will be enclosed in your email confirming your full balance payment. Should you wish to know the exact location of the holiday cottage, this is included on the Google Maps snapshot on each of our holiday cottage’s individual web pages.

“Can I arrange a food delivery to the holiday cottage?”

You are more than welcome to arrange a supermarket to deliver food to your holiday cottage. Just give the full holiday cottage address as displayed in your final balance email and be sure to include your mobile number when making your food delivery booking. Please make sure that your delivery is ordered for after your holiday cottage check in time, and at a time when you are certain to be in the holiday cottage!

 

“What is my arrival and departure time?”

Your confirmed arrival and departure times are included on your invoice, sent to you at the time of booking. If you wish to check the arrival or departure time before you book, please talk to a member of our bookings team by calling 01227 464 958 and select option 1. Generally, in most cases, your arrival time is no earlier than 3pm, and your departure time is no later than 10am.

“Can I arrange an earlier check in or a later check out?”

We are happy to try and arrange this for you with the owner of your holiday cottage; please contact us one week before your stay to look into this.  Unfortunately it is not always possible to arrange a change to your check in or out times depending on when other bookings are entering or exiting your holiday cottage, and when the cleaning teams are scheduled to arrive.

“Can I add extra guests on to my booking?”

So long as your total number of guests does not exceed the occupancy number stated on our website, you are welcome to bring additional people to stay. If you wish to bring additional guests, over the number indicated to us at the time of booking, we do ask you to provide us with full guest details, at least 7 days before your stay. If you are looking to have day guests visit you at the holiday cottage, we would ask that you contact us first to let us know, to ensure the owner is able to accommodate them.

 

“Why do you need the names and ages of our guests?”

We ask for the names and ages of your guests so our owners know who to expect on holiday for safety and insurance reasons. This is the same reason we need to know in advance if you are hoping to have people visit you at the holiday cottage.

 

“When do you need our bed configurations by?”

As soon as possible, and definitely a week before your stay. We need to be sure that we can get your desired bed configurations to the housekeeping team at your holiday cottage in enough time to ensure they can meet your needs.

 

“Can I bring a pet with me?”

 A large number of our cottages are pet friendly; some are so pet friendly that you can even bring your horse! So long as the holiday cottage you have booked accepts four legged friends, we are happy to add these on to your booking for you. Please be aware that there are sometimes a maximum number of pets a holiday cottage can take, and there is usually a £25 supplement charge per week per pet, to help with cleaning up paw prints!

 

“Is there parking at my holiday cottage?”

If there is parking at a holiday cottage, there will be details of this on the cottage’s webpage. This will be shown using the parking icon at the bottom of the description, and will be detailed in the “Things you need to know” section of its webpage. If you need further parking than that provided, we have found this webpage to be especially useful: http://www.parkopedia.co.uk/



During your stay

 

“I can’t find something in the holiday cottage which I was expecting to be here. Where is it?”

In your final balance confirmation email, you will have been provided with emergency contact details. Your emergency contact is someone local, who knows the holiday cottage inside out. We would recommend contacting them as they will be able to help you locate the missing items.

 

“What should I do if I have a complaint about my holiday cottage?”

We work hard to make sure that everything about your stay is enjoyable and relaxing. In the unlikely event that something does go wrong it is very important that you inform the owner of the holiday cottage or their representatives immediately. You can do this through the emergency contact details provided. Do not wait until you return home. By this time, the chance to actively help is likely to have passed; even if you believe that nothing can be done to make the matter better, you must say something during your stay.

If you are unhappy with the response of the owner or their representatives, please contact our Customer Services department on 01227 464958 and select option 2 while you are still at the holiday cottage, and we will try to help you resolve the matter. Further information on our complaints procedure can be found in our Booking Conditions.


After your stay

 

“I think I’ve left something in the holiday cottage, how do I get it back?”

Please contact our Customer Services department by email as soon as you realise that you have left something behind, to let them know the item left behind, where you think it is and the address to which you would like it to be sent  to. The owners and their representatives will then do their best to find your missing items. Please be aware that there may be some delay in finding missing items, as the housekeeping teams can only search for items in between stays.

 

“I would like to provide feedback on my stay, how do I do that?”

We use a feedback service called Feefo, which allows us to gather guest reviews from those who have stayed at one of our cottages. To do this, shortly after your stay, you will receive an email containing a feedback link, through which you can leave your comments on your holiday.

We would be extremely grateful for our feedback, as this helps us to continue to improve our standards and ensure we consistently exceed our guests expectations.