Help & Information

Frequently Asked Questions

Our aim is that your holiday runs as smoothly as possible and to assist we have a list of Frequently Asked Questions.

However if you have any other questions or would like any other assistance with the planning of your holiday we would be delighted to help, so please do not hesitate to contact us.

1. What happens if I leave some property behind after our holiday?

If you think that you have left some property behind, we ask you to complete and return our Lost Property Form, upon receipt of this completed form we will notify our housekeeping staff, and endeavour to return your property as soon as possible.

2. What will the weather be like during my holiday and can you guarantee it will be good?

Regrettably we cannot guarantee good weather, we hope that it will be good however you can find information about the weather on the BBC website and if you are planning on walking in the area you can always call WeatherLine on 0844 846 2444.

3. Do your properties provide bedding?

Yes, all of our properties are provided will bedding for all fixed beds. However we do not provide any bedding for additional, pullout and sofa beds in our properties.

4. Are towels provided in your accommodation?

Many of our properties do provide towels, however this information can be seen in the 'additional information' section on the details of each property.

6. Do your properties have all kitchen equipment?

Yes, all of our properties have a full inventory of kitchen equipment, including: cutlery, crockery, utensils, pot, pans, kettle, toasters and more.

7. Do you allow pets?

Yes, many of our properties do allow pets, while others remain exclusively pet free. Please check each properties detail for more information about pets or you can view our pet friendly holiday cottages.

8. Is fuel and heating included in the price?

Yes, all fuel and heating costs are included in our prices.

9. What time can I arrive and by what time do I need to depart?

Our standard arrival time is 4.00pm (however some properties do differ slightly from this, please check your details when booking for each properties specific arrival time) and our departure time is 10.00am.

10. When do I pay the balance of my holiday and do you send a reminder?

Typically balances are due seven weeks prior to the arrival date (some properties do differ from this slightly – at the time of booking a specific balance due date will be shown). We do send reminders a week or so prior to the due date, usually via email. However if you wish when booking you can allow us to process your balance using the card details provided after the due date.

11. What is a refundable Security deposit and when are they returned to me?

Refundable security deposit are due on some properties (if this is the case you will be notified at the time of booking) this is payable with your balance and is refunded to you after your departure providing the property is left in a suitable condition and no damage has occurred. Typically security deposits are returned within ten days after your departure.

12. How do I find the property when arriving and what do I do about collecting keys?

When your booking is confirmed you should have a PDF attachment this will show the directions to the property and will give details of the key collection instructions. If you cannot read this PDF document, you can download the free Adobe PDF Reader software here. Or you can call our office on 01900 821973.

13. How do I make a booking with Stay Lakeland?

You can make a booking either via our website using our secure online booking system or you can call our friendly staff and we can process your booking over the phone on 01900 821973.

14. Do you allow Smoking in your properties?

No. All of our accommodation is strictly non-smoking.

15. Are cots and high chairs available?

Yes, many properties do offer cots and high chairs, for a small charge. Where available these will be on the booking form, however you can call our office for more information on 01900 821973.

16. Do we need to clean the property upon departure?

We don’t require you to clean the home as such, however we do require that all accommodation is left in a clean and tidy condition, and we reserve the right to charge a sum in the event of additional cleaning being required.

17. Do you offer Cancellation insurance?

Unfortunately we don't offer any Cancellation Insurance. However we do highly recommend insurance is taken, this can obtained from many sources including: independent insurance brokers, websites, major supermarkets etc. Please note we do not endorse any specific cancellation insurance scheme.

 

For help and advice call our friendly staff on:
01900 821973
or contact us by email: enquiries@staylakeland.co.uk