The following answers cover the most frequently recurring questions. If, however, you have a specific query which is not covered, either below or in our Booking Terms & Conditions please feel free to telephone or email us.
Q) How do I know what amenities and facilities each property offers?
A) When you find a property on the North Berwick Holiday Homes website via Search the property page will give you a comprehensive view the properties facilities. If there is something else you need to know please dont hesitate to call or email our office. If it is not shown on the property page you can be sure that the property doesn’t have that facility.
Q) What do I need to bring?
A) As East Lothian’s Premium Holiday Lettings Agent, we pride ourselves on our attention to detail. We offer comprehensively furnished properties, fully cleaned ready for your arrival. Towels and linen are provided and your utility costs are included.
Q) Is a welcome pack included?
A) Yes, we provide a basic pack that includes enough essentials to get you started such as toilet roll, washing up liquid, dishcloths, bin bags and dishwasher tablets (where dishwashers are available).
Q) What about cleaning products?
A) A full set of cleaning products is left within the property for use during your stay. We kindly ask that you leave these in situ on your departure.
Q) Can I arrange a grocery shopping prior to arrival?
A) Yes, although we do make a charge for this service – please enquire with our office for current rates.
Q) Can I book and pay for my holiday online?
A) Yes. Click on the price and availability menu link on the property page. Add your start and departure date, click book and follow the links.
Q) Is you website secured for payment?
A) Yes, we use a major internet payment service provider Sagepay to handle your booking. You will note that when you go to the booking page you will see in the browser address bar a website address starting with Https://. This means the site is secure and encrypted. A normal website address is headed by Http://. Never ever divulge your card information to a website that is not encrypted.
For security purposes we do not store your financial details however if you pay by card we are able to process a repeat transaction using Sagepay.
Q) How do I reserve a property?
A) Once you have found a property on our website which suits your requirements and the website indicates that it is available, you can make a provisional reservation for that property for up to 48 hours, by telephoning our lettings staff on 01620 893204. You must however must make your payment, within 3 days, otherwise the property will be released.
Q) I have special needs or mobility impairment. How do I know the property will be suitable for me?
A) If you have a particular requirement please telephone a member of our lettings staff who will be happy to help.
Q) Can I bring my pet?
A) Most of our properties do not permit pets. There are however a small selection that will allow pets, subject to a small charge.
Please note that consent is still required at the time of booking, and at no time is a pet allowed to remain in any property unsupervised.
Q) How do I book, and when do you require payment?
A) Bookings can be made either directly through our online booking system, or by telephone to our lettings team on 01620 893204. We require cleared funds amounting to the sum of your fully refundable security deposit plus a booking fee to secure your holiday at the time of booking, with the balance payable no less than 8 weeks prior to your holiday commencing. If your stay commences less than 8 weeks ahead of your booking date, the full amount is due immediately.
Q) Are there any card payment surcharges?
A) Unfortunately yes. We need to pass on the credit charge levied by Secpay. Credit cards are 3%, business credit cards 3.5% and American Express 4% but for debit cards there is no surcharge. In addition, no surcharge applies for sterling cheque payments.
Q) Do you accept Euros?
A) We are sorry to advise that we do not accept payment in any form other than credit or debit card or bank transfers paid directly to our account.
Q) What happens if something is damaged or broken during my stay?
A) When you book your holiday we also ask you for a refundable damage deposit to cover damage, breakages, excess cleaning, or telephone call charges. We prefer to call it a good housekeeping deposit. The deposit is normally refunded to you within 2 weeks of the end of your stay with us. Should it prove necessary to withhold any part of your damage deposit we will send you a receipted invoice with the balance of monies due, explaining why it has been necessary to retain monies and quantifying the amount and cost.
Q) Who manages the properties in your portfolio?
A) The vast majority of the properties we offer are fully managed by North Berwick Holiday Homes. This ensures that a consistently high standard is maintained across the portfolio, and our staff are well acquainted with each property, making it easier to deal with any issues that might arise.
Q) Can I invite additional guests?
A) You are welcome to bring additional guests, provided that you notify us, and provided that your party does not exceed the number of bed spaces available within the property.
Q) What happens if I need to cancel my holiday?
A) Once you have confirmed your holiday by payment by full payment and/or by confirming Booking Terms & Conditions via web-booking, you become responsible for the entire cost of the holiday, whether or not you proceed. This is why we urge all of our guests to purchase holiday cancellation insurance. Whilst we are not permitted to recommend any particular firm, we can provide you with full details of prospective insurers, should you require. Do please note that holiday cancellation insurance will only cover you in the event of serious illness and unavoidable changes of circumstance. It will not compensate you in the event that you simply change your mind.
For the avoidance of doubt you can cancel your holiday at any time prior to 8 weeks before entry. At this point you full balance payment is due. Once inside the 8 week period you become fully liable for the for the entire cost.
In practice, North BerwickHoliday Homes will endeavour to re-let the property and, if successful, may refund any monies paid. Clearly, the more notice we have the better our chances of being able to re-let the accommodation.
Q) What if I need to alter my booking?
A) If you need to change your holiday dates, we will endeavour to help where we can, but any changes are only permitted with the written agreement of ourselves and/or the property owner.
Where bookings can be moved, we will charge an administration fee of £20.
Q) How will I find my holiday accommodation?
A) On receipt of your final holiday payment, prior to the commencement of your holiday, you will receive a copy of the ‘Arrival and Access Details’ for your chosen property by email.
This will also explain where to collect keys (usually our office in the lower High Street) and directions to get you there.
Q) When can I arrive?
A) Access to your chosen property is available from 4.00pm on the day of arrival. Earlier arrival is not permitted since our cleaning staff need the time to fully clean and replenish the property for your holiday.
Q) What if I am arriving late?
A) Please let us know if you are likely to be arriving late (after 4pm when our offices close, or if you are delayed during travel. We can then make alternative arrangements for key collection.
Q) Who can I contact if I have an urgent problem?
A) Our telephone lines are answered 7 days a week from 10.00am until 9pm. If you have a serious problem, such as no water or no power or you are locked out, then you can still call our 07 554 997 197 number for emergencies (where an alternative out-of-hours number will be provided) and we will be available to help. Do please refrain from calling us between the hours of 9pm and 8.00am unless your call is genuinely urgent – we already work long hours and we all need our beauty sleep!
If you are locked out or have lost your keys there will be a call out charge of £40.
In the event of a fire, or medical emergency please ring the emergency services on 999.
Q) Can I give feedback about my holiday?
A) Absolutely. We are very keen to receive guests’ comments (good or bad!) either by e-mail through our website, or by writing your comments in the guest book which is kept in each property.
If you have an issue with any aspect of your accommodation whilst you are staying with us, please let us know as soon as possible so we have the chance to rectify matters for you.
Q) When do we have to depart the property by?
A) On the day of departure we request that all guests vacate their accommodation by 10.00am, in order to give our cleaning staff the best opportunity to ensure the property is ready for the next guests.
Q) How should the property be left?
A) We kindly request that guests leave the accommodation in a clean and tidy state, as it was found, with the washing up done and everything back in position. Our cleaners will be performing a full clean as soon as you vacate, but changeover time is limited. If the property is left in a particularly poor state we reserve the right to charge you for any additional cleaning that we deem necessary.
Q) What if I leave something behind?
A) Don’t panic, but do let us know as soon as you can. We have often posted favourite teddy bears or personal effects, and we will do whatever we can to help, making a charge for postage and administration as appropriate.
Perishable or toiletry items will usually be disposed of but other items will be retained in our office for 28 days prior to disposal