FAQ

Q. Are Towels Provided?
A. Towels are provided but additional towels can be hired from the laundry for the duration of your stay. See What We Provide to check what else is included.

Q. Is bed linen included?
A. Yes, bed linen is included with exception to cot linen.

Q. Can we bring a pet?
A. Sorry, we love pets but have made a decision to not allow pets with no exceptions. Working Guide dogs and Hearing dogs will be allowed on request.

Q. What time can we check in?
A. The property is available from 3pm onwards unless you have been told otherwise. Please ask if an earlier check-in is possible.

Q. What time do we have to leave?
A. We would appreciate it if you could vacate by 10am unless otherwise pre-arranged with us. We have a very limited window of time to prepare for the next guests and we would appreciate your consideration.

Q. How and when do I pay?
A. Currently, all Bookings and Payments are made via Holiday Lettings or Tripadvisor websites. A booking fee will be payable to Holiday Lettings. A deposit and full payment is required 4 weeks before your stay or as specified on the Holiday Lettings web site booking contract.

Q. What if I need to cancel?
A. Your booking can be cancelled via Manage My Booking on the Holiday Letting website.  You will need your booking reference number.  After cancelling your booking you will be given details of any refunds due to you.  We operate a strict no deposit refund and travel insurance is highly recommended to cover this.  You will havc received a copy of the  Booking Contract/Cancellation Policy when booking.

Q. What is a damage deposit?
A. This is payable and held by Holiday Lettings and paid back to you within 7 days providing there has been no damage. We, the proprietors do not hold the deposit.

Q. What if I break a cup, dish or plate, will you keep my damage deposit?
A. Just leave note for us so we know to replace it before the next guests arrive – your damage deposit will still be returned.

Q. Can I smoke at Hidden Gem?
A. Hidden Gem is a no smoking property.

Q. Do I need Holiday Insurance?
A. You are strongly advised to take out Holiday Insurance to cover any holiday or break in the UK or overseas. Dates are none transferable once booked.

Q. I or a member of my party have mobility problems, is Hidden Gem suitable?
A. Hidden Gem is especially suitable for people with restricted mobility. We have various aids available for a small fee. See our Mobility Access Statement

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