FAQs

 

How do I book my holiday?

Website: From the home page of this website, use the ‘Search for your perfect property’ section to filter the available properties. The results will be displayed once you have clicked the ‘Book & Pay Online’ tab. Once you have chosen a suitable property simply follow the instructions to pay for your holiday.

Telephone: Call our booking hotline 01263 823010 to check the availability of your chosen property. Bookings may be taken from 08:30 to 17:00 Monday to Friday and 09:00 to 16:00 Saturdays. Bookings are held for 8 hours. Confirm your booking by paying the deposit payment and booking fee to us.

The deposit payable is 25% of the booking and accepted as part payment of the total cost. This deposit is not refundable for any reason other than a cancellation caused by the action of the Owner.

In addition a £22.50 booking fee is payable to cover the administration and processing of each booking.

Affiliate Booking Sites

We use many affiliate bookings sites to generate bookings for us. These sites include, but are not limited to: Bookings.com, Holidu, TripAdvisor, Expedia and VRBO. These sites act similar to an introduction agency and once you have selected one of our properties to book via their site, you will be passed over to us and deposit money along with all correspondence and balance payments will be taken via our system.

How do I pay for my holiday?

By following the booking steps on the website you will be directed to the payment screen where you will be able to securely pay for your holiday.

It is possible to pay for your holiday over the telephone by calling our booking hotline. Please see contact details.

If you wished to make a direct bank transfer our details are:
Barclays Business Centre
Account No. 73949346
Sort Code 20-62-53

Are there any "tips" for selecting my holiday property?

Prices are per property and not per person.
All properties clearly state their price band and the maximum occupancy, which cannot be exceeded.
Think about what you want from your holiday and be realistic in your expectations.
Some properties located within the most popular areas of Sheringham and Cromer (i.e. near the town centres and the sea front) can become busy, especially during the peak season. A property described as a cottage will sometimes indicate a home with low ceilings and/or a steep staircase. If you think these points may be a problem, please telephone us.

Our property descriptions tell you if something is provided and/or included at the holiday property. If something you are looking for is not mentioned in the brochure description, then it is not featured at that particular property.

When you make a booking with us, you accept that minor differences between text/photographs/illustrations in any advert/brochure and on our or any Affiliate Website and the actual Property may arise. We cannot accept responsibility should the Property not confirm to your standards.

Accessibility Considerations

Are pets welcome?

Some of our holiday properties cater for pets.
Each description will state whether or not pets are allowed. Dog owners must ensure that their pets are free from parasites and fleas before they occupy the Property. Failure to do so may incur subsequent charges. If they are allowed, please do not leave them unattended in the property or allow them on beds or furniture. All traces of your pet must be removed from both inside and outside the property before final departure.(See item 11 Terms & Conditions).

Wood burners/open fires

Where an open fire/wood burner is available the home owner may provide a starter pack of fuel, but alternatively/additionally fuel may need to be purchased separately (Blyth and Wright, Sheringham or Tesco).

Is linen provided?

Duvets and pillows are provided at all of our properties with most supplying the linen (please read the information on each property). If neither are supplied please remember to bring your own: Bed sheets, pillowcases, duvet covers and/or towels. Where guests are staying for two weeks or more a mid stay linen/towel change will take place at a time which is convenient to the guest and cleaning company - please ensure you ask us before your arrival to arrange this.

Any extra charges for Gas and/or Electricity?

Any extra charges will be clearly indicated within the description. Should you require use of the central heating during your stay please indicate this at point of booking. The charge will be added onto your deposit receipt for payment with your balance. Please note where central heating is available at a property this may be set by an electric timer.

EV Car Charging

EV Car Charging is not permitted unless a designated EV charging port is provided at the property. No charging cables are permitted to 3 pin sockets in the property as this affects the properties insurance and is a serious breach of Health and Safety. To read our full policy click here.

Will a cot and/or high chair be available in the property?

When travelling with young children, we understand how many things children need and that packing is never easy! - Some properties do supply cots and or high chairs (please bring your own cot bedding). Please view our website details to see if your chosen property does supply these before booking.

Bunk bed safety

We understand that some children have never slept in a bunk bed before, therefore the importance of safety issues should be explained to them, regarding safe use of the bunk bed, such as no leaning over the upper bunk (to prevent falls) and no playing on the ladder. Safety guidelines suggest that the upper bunk should not be used by children under the age of six years old. Whilst the bottom bunk is best for children under the age of six, it is recommended that babies and toddlers should sleep in their own separate cot.

Wi-Fi and Mobile reception

Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. It may not be available 24-hours a day and is provided for pleasure, not for business purposes. Please note that Keys Holiday Cottages and the property owner cannot be held responsible inappropriate content download or for disruption to the internet service brought about for reasons beyond their control. Please note that Wi-Fi, if provided, is only for occasional, light usage and we cannot guarantee that it will be enough to stream movies, play games or watch TV etc. Network coverage in Norfolk can be variable and, in some places, non-existent. Please check www.mobilecoverage.net to check your mobile reception in specific areas.

What if I need to make any changes to my booking?

If it is possible to accommodate your changes before you have paid the deposit, we will be happy to help. However, once your booking has been confirmed, the hirer is responsible for the total advertised price and extras.

What if Keys Holiday Cottages need to change my booking?

We try very hard not to change your holiday once a booking has been accepted. However, we do not own the properties featured in our brochure and therefore have no ultimate control over decisions made by the owner during the letting season.

What if I have to cancel my holiday?

It is highly recommended that the hirer is covered by their holiday insurance.

If you have cause to cancel your holiday please notify our office immediately by telephone and then via email.  All reservation deposits paid to Keys Holiday Cottages are non-refundable and the hirer will be liable for the full cost of the holiday if a cancellation occurs UNLESS Keys Holiday Cottages is notified as follows:  

A)         Up to 6 weeks before the start of the holiday. In which case the hirer will forfeit the deposit and booking fee only.

B)         Less than 6 weeks before the start of the holiday and it is possible for Keys Holiday Cottages to re-let the property. In which case the deposit will be forfeited along with the booking fee, plus an administration charge of £30 plus VAT. The balance will be returned to the hirer. If the property is not re-let the hirer will forfeit the full cost of the holiday.

C)         If the booking was made within 6 weeks of the start of the holiday and it is possible for Keys Holiday Cottages to re-let the property, an amount equal to the deposit will be forfeited along with the booking fee, plus an administration charge of £30 plus VAT. The balance will be returned to the hirer. If the property is not re-let the hirer will forfeit the full cost of the holiday.  

What is XCover (formally known as Booking Protect)?

Booking Protect is an innovative affinity protection company that provides a complete refund protection product to Keys Holiday Cottages. The product is a Refund Guarantee that Keys Holiday Cottages offer to their customers for a fee, which enables the customer to receive a refund in specified unforeseen circumstances.

Booking Protect offer a refund that covers the total price of the travel or package which includes all service fees and charges meaning the customer always gets a FULL refund (subject to Booking Protect Terms & Conditions).

For further information please click here.

When do I pay the balance of my holiday?

Payment is due six weeks before the commencement of the holiday and your deposit receipt will show the date the balance is due. Holidays booked within six weeks of the commencement date must be paid in full. "Instant" bookings (i.e. Holidays booked on the day of arrival) must be paid for in cash or by credit/debit card.

What time can I arrive to collect my keys?

Keys will be available for collection from our office between 14:00 and 17:00 on the day of arrival of your holiday (except on Saturday when we close at 16.00), if you require 2 sets please advise us on booking and we will do our best to ensure these are available. If your journey here is taking longer than expected and you think you are going to be later than 16:00/17.00, we respectfully request that you telephone us before 15:30. Keys must be returned to us by 10:00 on day of departure. The Sheringham Office will not remain open after the time stated above.

Who will help if I have a problem with my property?

In the unlikely event that you are not satisfied with the accommodation you have chosen, you must contact the owner or Keys Holiday Cottages immediately and we will attempt to resolve the problem. If, after that, the problem has not been resolved satisfactorily the hirer must put the complaint in writing to Keys Holiday Cottages within seven days of returning. If this procedure is not strictly observed no further correspondence will be entered into and no claim will be entertained arising from the complaint. Please refer to our Terms and Conditions at the bottom of our website.

Please remember that properties can/do attract spiders and therefore cobwebs. It does not mean that the Property is dirty or has not been cleaned as cobwebs can be spun almost as quickly as they have been cleaned away.

We genuinely want you to enjoy your holiday with us. Please remember, if you experience dissatisfaction on holiday and leave without telling us of your problems and giving us the opportunity to deal with your complaint, it is impossible to resolve anything once you have returned home.

Whilst every care has been taken in preparing the description of our properties, accuracy is not guaranteed and it does not constitute any part of an offer, agreement or contract. All statements contained in the literature regarding the various properties are made without responsibility on the part of Keys Holiday Cottages or the Landlords. Any error, omission or mis-statement in this Brochure/Website shall not entitle a tenant to rescind or be discharged from any tenancy agreement, nor entitle a tenant to compensation or damages of any shape or form, nor in any circumstances give a tenant cause for action. 

Why are some properties showing an additional Utility Charge?

In light of the recent announcement that utility bills are rising by over 50% in 2022 some owners have added an additional fee onto their properties to help offset this increase.