Discover all of the answers to our Frequently Asked Questions (FAQs). Our team are based in North Yorkshire, and are available 7 days a week to help you plan your perfect trip to our self-catering holiday homes in the UK.

Terms and Conditions

You can read our full terms and conditions for booking a UK holiday home here: Terms and Conditions

If you are bringing your dog to one of our dog-friendly cottages or lodges, please read the relevant Terms and Conditions here: Dog Terms & Conditions

What’s included?

All of our UK holiday homes are self-catering so you will need to bring your own provisions, however our kitchens include a full inventory of typical items you would find in your own kitchen so you shouldn’t need to bring anything with you. We will include some matches, dishwasher tablets, kitchen roll, cling film, foil and washing powder to get you started.

Each luxury self-catering UK holiday home includes the following items to make your stay more comfortable. Where properties differ slightly in their offering and included items, this is clear within the individual property’s information.

  • a seasonal welcome hamper
  • a digital property guide to help you with the property and the local area during your stay
  • travel size luxury toiletries: a shampoo and shower gel per bedroom, and soap
  • high quality bed linen and bath towels
  • a hairdryer in each bedroom
  • bathrobes in most properties with hot tubs
  • an initial stock of basic cleaning products
  • an initial stock of refuse and recycling bags
  • an initial stock of toilet roll
  • a stock of kindling, logs and firelighters
  • washing facilities with washing powder, iron and ironing board

Pets at Holiday at Home

You are welcome to bring your dog with you to one of our many luxury dog-friendly cottages, houses and lodges. North Yorkshire is perfect for dog-friendly holidays, with so much choice for lovely, varied walks through some of Britain’s most stunning countryside. Dogs will be charged at £10 per pet per night, and a maximum of two are allowed per property. We are not able to accept any pets apart from dogs in our properties.

Our properties being dog-friendly means they are most welcome there. We do a thorough clean after every stay to ensure all dog hairs are clear so that they are still five star standard for every arrival. Not every dog-friendly UK holiday home is escape-proof, but our team can help you narrow down your search if you would like to know more about the garden enclosure.

Please read these Dog Terms and Conditions before booking your holiday in Yorkshire.

The quickest way to book a stay with us is via the website.

We spread the cost of your holiday by asking for a deposit of a third to be paid on confirmation of the booking. Once the deposit has been received, due within 24 hours of booking, you will receive your booking confirmation email. The balance payment request will be emailed to you 8 weeks before your arrival date. This will include a link to log in to your account online to make payment or amendments to your booking. You can also call us if you are having any issues paying online.

For bookings made within eight weeks of the arrival date we will require the payment in full on confirmation. If you would like to pay off more of your booking before the balance payment is due, you can do this by logging into your account and making an online payment.

Payment by cheque is possible only by prior confirmation with Holiday at Home reception team.

VAT and booking.

Many of our properties are independently owned and as such no VAT is payable. Where VAT is payable the tax is included in the booking value. The prices published on the website and agreed to on the booking confirmation are the final price. If you have any questions, please do get in touch.

Changeover days.

We accommodate weekend breaks, midweek getaways and week-long stays. Most of our property’s ‘changeover’ days are Fridays and Mondays. Some of our properties do offer arrival on other days of the week, especially for late availability and quieter seasons; you will be able to see this by going through the individual property’s availability calendar.

Logging into your account.

You can login here: guest login page. The login details will have been emailed to you when you made your first booking.

Where will the keys be?

After the booking has been paid in full, you will receive a pre-arrival email 7 days before your arrival date which includes confirmation of the booking information, travel directions and how to pick up the keys for the property. This will request you to confirm your expected arrival time also. To check on the bedroom configuration or what extras you have requested in the meantime you will be able to log into your online account at any time, the details of which are sent to you with your first booking.

Arrival and departure.

We normally invite you to arrive from 4pm and vacate your property between 9.30am-10am. You booking confirmation email will confirm the exact time.

We do endeavour to offer some flexibility and early arrival and lazy check out can sometimes be arranged, especially out of high season, from only £40. Contact us a week before your stay to check availability.

On arrival we ask that you check in online, to let us know you’ve arrived safely and to confirm everything is tip top.

Welcome Hamper.

A seasonal welcome hamper will be waiting for you in your property on arrival. The products included do vary throughout the year as we try to stay seasonal and everything is locally sourced in Yorkshire. An example hamper includes Acorn Dairy milk, Yorkshire Tea, our specially brewed Lonton coffee, a cake from a local bakery or Yorkshire biscuits, Yorkshire crisps, and a hamper bag you’re welcome to take with you to reuse.

Damage Deposit.

7 days before your stay you will receive a pre-arrival email asking you to call us so we can take a cautionary damage security deposit. We take the details of your debit or credit card as a pre-authorisation to be held securely using SagePay until after you depart. This will not be debited from your card. After your stay, if the property sustained substantial damage, loss of contents or any additional costs were incurred we would get in touch regarding deductions from your deposit before charging any monies. This does not include normal wear and tear and minor incidentals.


No refunds will be given in the event of a cancellation, unless we can resell the property over the booked dates, in which case a full or partial refund may be given. Within 8 weeks of arrival the deposit will be non-refundable, and the balance payment will be refunded if the dates are resold. A cancellation fee of £75 inc vat will apply for all cancelled bookings in addition to any further applicable charges to cover the cost of administration and remarketing.

You can find out more in our Terms and Conditions, Paragraph 4. Please contact us should you have any questions.

We highly recommend you take out your own holiday insurance, the details of which are below.

If your guest numbers significantly change it may be possible to transfer your booking to a bigger property. An administrative charge may apply.

In the case of additional services (e.g. chefs, treatments) being booked for the cancelled dates, it remains the responsibility of the Guest to cancel these directly with the supplier, or to request Holiday at Home do so where the agency has arranged the service directly.

Holiday Insurance.

We do not offer holiday home insurance directly, but we do recommend taking it out to protect against unforeseen circumstances. If you need any information for your insurance provider please get in touch.

Family Friendly.

A cots and a high chair are available in each property, with some properties having two of each available. These are complimentary and must be arranged 7 days prior to arrival. Guests should bring bedding and a mattress for the cots as we do not provide this for hygiene reasons.

A number of properties have stairgates fitted, and where this is the case it is noted on the property floor plan. Please ask for further information.

One to two z-beds for children of 2-10 years can be provided in most properties, at an additional charge from £25 each. Bedding is included in the price. It is not allowed to bring your own beds; we need to know the occupancy of the property to comply with insurance and health & safety policies.


If you have guests joining you for only part of your stay, please let us know so we can include the correct bed linen and bath towels. The maximum occupancy is clearly outlined on each property’s information.

If you expect to have guests join you just for the day in your luxury UK holiday home, we appreciate you letting us know how many people this will be in advance of your arrival. Not all properties are suitable for day guests, and this will be stated in the booking confirmation. Do bear in mind appropriate guest numbers for the size of the property, as well as parking restrictions.


All our properties include complimentary access to Wi-Fi. The password, where applicable, can be found in the property.


Our properties each have a floor plan online to help you better understand the property layout as all our UK holiday homes do vary. You can narrow down your search using our filters and we have a page just for properties that are wheelchair accessible. Many of our properties have access statements, and our team on reception can guide you through any further information you require.
We have shower seats, ramps and portable grab handles available which are complimentary at a selection of properties, however these must be requested 7 days prior to arrival.

Bedroom set up.

As we are professional self-catering UK holiday home company rather than letting out owner’s homes, in many of our properties we have been able to configure our bedrooms so they can be set up as either twin beds or double beds. Almost all our double beds are either king or super king size. You will be asked what set-up you would like during the booking process, and you can change it later if you need to.

Contacting us during your stay.

When you arrive at the property you will find a welcome tablet with helpful information about your UK holiday home. We also have more information about discovering the local area. If you cannot find what you need on the tablet you can contact the Holiday at Home reception 7 days a week. There is an out of hours number for emergencies detailed on the welcome tablet.

Booking extras.

You may like to book in with one of our partners who are tried and tested local companies or individuals to enhance your stay. These ‘Extras’ are outlined on each property’s page, and they do get busy so early booking is best which can be done through reception by emailing [email protected].

Each partner will be clear on what they bring with them, so you don’t need to lift a finger. For the dining, menu choices and dietary requirements need to be emailed to reception at least 10 days before your arrival. Flowers, activities with Alfresco Adventures and Love Science can be booked online. For dining, beauty treatments, and personal training/fitness you pay by cash or cheque on the day.

Our Exclusives


We kindly request that you vacate your property by 10am on your day of departure, unless specifically agreed otherwise. This will ensure that we have time to prepare the property to the same high standard for the next guests. Departing guests are requested to please lock the property and pop the key back as outlined in the pre-arrival email. You do not need to have cleaned your property before departure, but we ask you put on the dishwasher for any remaining dirty items.

Loyalty guest.

We feel very proud to have so many guests return time and again, whether to their firm favourite or to try a new property every time. You can become a loyalty card holder as the lead guest after your 3rd visit to any Holiday at Home property. This entitles you to a 5% discount off your 4th+ booking.

Being one of our loyalty card holders also gives you access to hot new properties before anyone else, and exclusive offers throughout the year.

Our Loyalty Terms and Conditions

Gift vouchers.

Yes, you can. You can choose to buy one for your chosen holiday home or they can be used at any UK holiday home within the collection. They can also be redeemed against a stay and any time of year. Please contact us and we will process this for you over the phone.

Gift Vouchers Page


Yes, we do! We have a selection of properties suited to guests using wheelchairs or those with reduced mobility. Discover our accessible properties here.

External Suppliers.

Holiday at Home has a list of recommended independent suppliers. After the initial enquiry Holiday at Home will put the supplier and guest in contact directly, as is relevant.

We do allow external suppliers such as beauty therapists, private chefs and activity organisers on the understanding that Holiday at Home will be notified of this in advance of arrival, and that the supplier has valid and appropriate public liability insurance documentation. It is the Guest’s responsibility to ensure the property Terms are adhered to.

Holiday at Home reserves the right to refuse to access to a supplier on behalf of the property Owner in the case of them not meeting the property terms and conditions. Holiday at Home cannot accept liability for any external suppliers.

Hot Tub Maintenance.

In each property, there are detailed instructions on how to use the hot tub and hot to ensure the water is tested safely. Holiday at Home requires all its properties to observe HSG282 regulations for maintaining hot tubs, and should you have any questions please get in touch.

Read more on hot tub safety and guidance in your property guestbook on arrival.

More on our hot tub cottages.


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