New information about the Coronavirus (COVID-19) is being announced every day. It is a challenging time for all of us, and we will all be impacted in one way or another. In these unprecedented times, we are working hard to support both you as guests and our owners as small businesses.
We are no longer taking new bookings for arrivals up until the end of April 2020. If you have an upcoming booking before the end of April, we will contact you if we haven’t already. For enquiries or arrivals from May 2020, please contact us via email and we will come back to you. All policies will be reviewed regularly and updated as necessary. We would appreciate you reading through the following before contacting us; as you can imagine we are taking a high volume of calls and emails and so are dealing with questions in order of holiday start dates.
How is Covid-19 affecting my holiday?
The government has advised again non-essential travel. We are constantly monitoring the situation and if this changes, we will notify all our guests. If you are travelling in the next 14 days, please read on.
I would like to speak to someone about my holiday…
The Coronavirus situation means we are experiencing very high call volumes, so we appreciate you bearing with us as we prioritise calls by arrival date. If your travel date more than 14 days away, we appreciate if you would email rather than call us. Our contact details.
Can I change my booking to another date?
If you are due to arrive in the next 14 days please contact us to discuss the options for moving to a later date at the same property. If we haven’t spoken already, please drop us an email and we will give you a call back. If your booking is more than 14 days away, bear with us while we work our way through the calendar.
Considering the current situation, we are waiving any amendment fees until further notice for holidays where we can transfer dates. If you are rebooking and there is a change in price, you will just need to pay the difference.
What happens if I want to cancel my holiday?
If you wish to cancel, Holiday at Home will refund any dates that are resold. For April bookings, we will defer your booking to a later date of your choosing – please see the section regarding changing dates. Please note that we are dealing with all booking change requests as quickly as we are able to.
Balance payments are not due until 8 weeks before you are due to travel. For those whose balance payments are due, we recommend you hold off paying and we will be in touch closer to the time. For those with bookings more than 8 weeks away, we recommend that you hold off making decisions until that point in time rather than cancelling immediately.
Cleaning standards & arrival procedures in our self-catering properties…
All properties continue to be cleaned and maintained to a high standard. Precautions are in place our team and the properties remain safe. All our colleagues and our owners continue to review NHS advice on how to prevent the spread of germs: https://www.nhs.uk/live-well/healthy-body/how-to-prevent-germs-from-spreading/
As is widely published, regularly wash your hands, for a least twenty seconds, using hot water and soap or a hand sanitizer with high pure alcohol content.
Whilst staying, we ask you to follow our measures to reduce social interactions. More information will be shared with you before arrival, and guidance is left in the property.
If you need to cancel due to catching Coronavirus or having to self-isolate…
Please check your travel insurance for the specifics of how you are covered. We would not offer refunds if this is the situation, but we will continue to help as much as we are able in terms of date changes in consultation with the property owners.
If you or one of your party feels unwell during your stay…
If any member of your party shows any symptoms that could be related to COVID-19, follow the NHS guidance found here: https://www.nhs.uk/conditions/coronavirus-covid-19/. Please contact us using the office number or the out of hours emergency number and we will assist as best we can.
Updated Monday 23rd March 2020
All of our 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 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.
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 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.
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.
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.
You can login here: guest login page. The login details will have been emailed to you when you made your first booking.
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.
You are invited to arrive from 4pm and we kindly request that you vacate your property by 10am on your day of departure. We do endeavour to offer some flexibility and early arrival and lazy check out can sometimes be arranged, especially out of high season, for only £40. Contact us a week before your stay to check availability.
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 sources in Yorkshire. An example hamper includes Acorn Dairy milk, Yorkshire Tea, our specially brewed Lonton coffee, a cake from a local bakery, Yorkshire biscuits or Swaledale cheese, and Yorkshire crisps.
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.
If your guest numbers significantly change it may be possible to transfer your booking to a bigger property. No refunds will be given in the event of a cancellation, unless we can resell the property over the dates. We highly recommend you take out your own holiday insurance, the details of which are below. You can find out more in our Terms and Conditions, Paragraph 4.
We do not offer holiday home insurance directly, but we do recommend taking it out to protect against unforeseen circumstances. We work closely with Guest First who can provide suitable cover.
Get your quote here online: https://secure.guestfirst.co.uk/
Or telephone 0345 908 0101. Quote HAH5 for our best rates.
Cots and high chairs for up to two children, stairgates and fireguards are available for families in all our properties unless specifically stated. These are complimentary and must be arranged 7 days prior to arrival. Up to two z-beds for children of 2-10 years can be provided in most bedrooms at an additional charge of £25 each. Guests should bring bedding for the cots as we do not provide this for hygiene reasons.
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. Please note the ‘Just the Two of Us’ under occupancy discount will not apply in this case.
If you expect to have guests join you just for the day in your luxury Yorkshire holiday home, we appreciate you letting us know how many people this will be. Do bear in mind parking restrictions, which will be outlined on the pre-arrival email.
All our properties include complimentary access to Wi-Fi. The password can be found in the welcome envelope on arrival.
Our properties each have a floor plan online to help you better understand the property layout as all our luxury 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 are available which are complimentary, however these must be requested 7 days prior to arrival.
As we are professional self-catering 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.
When you arrive at the property you will find a welcome tablet with helpful information about your Yorkshire 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.
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 firstname.lastname@example.org.
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.
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.
If there are only 2 guests staying in any of our 3+ bedroom properties, we offer a 10% discount. This is applied automatically when booking online, though does not apply during our most peak periods.
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 10% discount off your 4th+ booking.
Yes, you can. They can be bought for your chosen holiday home and can be used at any time of year. If you already have stayed in one of our luxury lodges or cottages, you can log into your account and shop online here. If you haven’t stayed with us before, please contact us and we will process this for you.