Can we help answer your query? Here are some frequently asked questions, but we would love to hear from you and talk you through any queries that you may have...
Alternatively, please click here for our Conditions of Hire
Before you book
Q. Do you have local knowledge that will help me find the property and area that will suit me best?
A The Cottage Tree team have all lived in Suffolk for many years, and have a wealth of local knowledge of places to visit, the best places to eat and drink and family friendly activities.
Q Do you visit all the properties that you have on your website?
A Yes, we visit all our properties regularly to ensure that the information on our website is always as accurate as possible.
Q Is information on the property and local area available at every property?
A Each property will have a Cottage Tree folder, with full details on both the property and local area information.
Q Are any provisions provided at the property?
A We provide a complimentary Cottage Tea Jute Bag for you with a selection of tea, coffee, hot chocolate, milk sachets, squash, and biscuits to get you started. Some owners may provide additional provisions such as bread, eggs, fruit or homemade cakes and an initial supply of toilet tissue. These may alter slightly, but we do provide information regarding this in the property details. Our holiday homes are all set up for self catering so please do bring essentials with you.
Booking and Payment
Q Do I have to book online?
A No, please do call us if you would prefer for us to take your booking over the phone. We can go through the booking process with you, and then either email you the booking confirmation, or send this to you by post.
Q Do I have to pay by credit or debit card?
A No, we are happy to receive payment by BACS payment or by cheque, at no extra charge. Your booking will be held as a pending booking until the funds have been cleared in our bank account, after which we will send the booking confirmation to you.
Q Will I be charged if I pay by credit or debit card?
A No, we do not pass on any charges that we incur when processing a credit or debit card payment.
Q Are my payment details kept on file?
A No, card details are not stored within our system.
Q Are there any costs in addition to the rental charge?
A The only charges in addition to the rental that might be payable are if you request any optional services such as ‘enhance your stay’.
Q Can I pay a deposit to secure my holiday or do I have to pay in full?
A A deposit of 25% of the total cost of the holiday will need to be taken to secure your booking. If your holiday begins within 6 weeks of you making the booking, then full payment will be taken.
Q Do I have to pay a Deposit against Damage?
A Most of our properties have a Deposit against Damage that needs to be paid with the final balance of your holiday.
Q Can I have a discount if there are less people?
A The rental rate is based on you having the use of the whole property and the facilities available, therefore we can not offer a discount for under occupancy.
Q Can I change the dates of my holiday?
A After your booking has been confirmed, we are able to change the dates booked subject to the property being available and with the consent of the owner. We do not charge an administration fee for a straightforward change to the date of your stay.
Q Can I cancel my holiday?
A Yes, you can cancel your booking at anytime. Unfortunately, your 25% is non refundable. If you cancel less than six weeks before the start of your holiday you are liable to pay the full amount if the property is not re-let. ( see Conditions of Hire)
Q Can I swap my booking to another property?
A Unfortunately, swapping to another property is not possible as, after your booking has been confirmed, you have entered into a contract with the owner and your deposit payment is allocated to their account.
Q What time can I arrive?
A Arrival time is from 4pm.
Q What time do I have to leave the property?
A Departure time is promptly at 10am.
Q Do I have to collect keys from your office?
A Most of our properties have a key safe fitted, allowing you to arrive at any time after 4pm. Key arrangements will be sent to you one week before the start of your holiday.
Q Do I have to clean the property before I leave?
A Guests are expected to leave the property clean and tidy and to dispose of all rubbish appropriately; There will be guidance regarding recycling in the Guest Folder. Housekeepers will thoroughly clean the property after your stay but very much appreciate it if guests are able to strip the bed linen from the beds.
Q Will there be a telephone at the property?
A Some of our properties do have a landline, normally for emergency purposes only.
Q Will there be mobile phone coverage?
A It is advisable to check your network provider’s coverage in the area that you are staying. Generally, coverage can be quite patchy, although it has improved immensely over the past few years.
Q Is wifi provided?
A Most of our properties do have wifi, please see individual property descriptions.
Q What are your Conditions of Hire?
Please click here: Conditions of Hire
Q Do I need to inform you if we are planning a special event?
A Yes, it is preferential for you to advise us if you are planning a special event, as we or the owners may be able to help.
Q Can I change the names of the guests staying?
A Yes, the names of the occupants can be changed anytime prior to arrival
Q Can I bring my own linen?
A Bed linen, towels, tea towels are all supplied however, should you have any specific requirements or allergies, please do bring your own.
Q Do I have to have insurance?
A We recommend that you have your own travel insurance to cover you in case of cancellation. Please do check that it does cover holidays in the UK.
Q What happens to personal items left at the Property?
A Please do let us or the owner know as soon as you discover that items have been left behind. We can arrange for items to be returned to you by post. The postage and packaging costs incurred can be deducted from your Deposit against Damage or by an alternative payment method, such as credit card or bacs payment, prior to despatch.
Q Do you provide baby equipment?
A Details of equipment provided is included within the property details, and varies between property. This may include a cot or travel cot, high chair, and stair gate.
Q Are all properties child friendly?
A Although most of our properties are child friendly, please do call to check with us if you have any specific queries. Due to the style or design, some of our properties may be unsuitable for reasons such as steep staircases etc. In which case, we do make this clear on the property details on our website.
Q Can I bring my own baby equipment?
A Yes, although it is worth checking that there is suitable space available.
Q Do I need to bring bedding for a cot?
A Yes, bedding is not provided for cot/travel cots.
Q Can I bring my pet?
A Properties that accept dogs are marked as such on our website. Details of breed and age are required during the booking process. Please call us if you have a different pet that you would like to bring.
Q Are fenced gardens secure?
A We do try to advise you accurately within our property details of the type of garden and fencing provided, but we cannot guarantee complete security for pets (or children).
Q Will I be charged for bringing a pet?
A We do not charge for bringing dogs to our dog friendly properties, so long as the quantity and breed or size restrictions are respected. Please see our Paws Clause for full details.