Essential Cottage Information
Arrival and Departure Dates - Arrival and departure day, also known as 'Changeover Day'; for the full week holiday is either a Friday or Saturday, the start day will be clearly shown by a symbol in the cottage description. Short breaks where applicable can start on any day of the week.
Most of the properties are available after 3pm or sometimes earlier with the owner's consent. You will receive full details of arrival time, directions and key arrangements after you have paid the balance of the hire charge. You will be given the homeowner or key holder’s name and telephone number and we ask that you ring a few days before your holiday to discuss arrival times and hand over of the keys. Please do not arrive early, unless previously arranged, as time is needed to thoroughly clean the property between lets. We also ask that you leave the property by 10 a.m. on departure day for the same reason.
Short Breaks - Short breaks are available in many of our self catering properties from October-April inclusive excluding Bank Holiday weeks and October half term. Three night breaks are usually charged at 75% of the weekly rental with four nights charged at 85% and finally five nights are charged at 90%. Prices are shown on individual property details where applicable. Some properties may also be available for short breaks between May-September but only at short notice and on request with the individual homeowner. Six night breaks are charged at the normal weekly rate. Please note that short breaks are not available over Christmas, which is charged weekly at the peak season rate.
Electricity and Heating - Electricity and heating are included in the rental cost of nearly all of our properties. Please check the property description which will provide details where these utilities are not included.
Christmas/New Year - Please note that short breaks are not normally available during Bank Holidays, but may be available in selected properties over the Christmas and New Year period. Please ask.
FlexiLets (Longer Term Lets) - Many of Kent and Sussex Cottages and other properties are offered for rental from nine weeks to a five month period. Please enquire for availability.
Welcome Pack - Many Homeowners provide a welcome pack or tray for visitors and this will be shown by the cup symbol. What is provided will differ from property to property but the minimum included should normally consist of tea, coffee, sugar, milk and biscuits. Sometimes there will be more provided so please ask for details.
Prices - Prices for each property are shown on the individual property description. The prices show the basic cost of the holiday. Individual cottages may have extra charges per person, e.g. towels, extra beds, etc, details of which will be shown clearly in the property description.
Linen - Bed linen is included in the holiday price for all of our properties. Towels are also included unless otherwise stated.
Pets - Many of our properties will accept pets and these will be displayed with a paw symbol on the website or in our brochure. Details will be stated on the individual property page on our website. To see our full information about bringing your pet to one of our cottages please read our Holidays with Your Pet page by clicking on the link.
Extra Persons - Some properties have extra beds or sofa beds. There may be a charge if used; this will be stated in the property description. In no circumstances may more than the maximum number of persons indicated occupy a property (see Terms & Conditions).
Babies - Cots and highchairs are available at properties displaying the relevant symbols. No cot linen is provided.
Cleaning - All KSC cottages are cleaned thoroughly between holidays. We would ask that you leave the property and its contents clean and tidy (see Terms & Conditions).
Alterations to Bookings - KSC cannot accept a change of holiday property once we have received your payment. It may be possible to change your holiday week providing you advise KSC not less than six weeks prior to your original holiday start date. This is not always possible, although if KSC is able to rearrange this for you, a charge of £50 will be made to cover administration costs. No change of dates is operative until the administration fee is paid and written confirmation sent to you.
Security Deposits - For some KSC properties a security deposit is taken as a guarantee against any breakages or damage occurring during your stay, or any excess cleaning required at the end. These are usually requested two weeks before the date of the start of your holiday and we hold the security deposit for the owner. We would then refund the security deposit 7 days after the date of your departure, unless the owner has asked us to withold it for one of the reasons mentioned above. In some cases they are paid on arrival to the owner or key holder with cash, a guaranteed sterling cheque or signed traveller’s cheque . After inspection of your property it will be returned to you at the end of your stay or, if this is not possible, by post within two weeks of your departure. The property description notes will indicate whether there is a security deposit payable. Breakages or damage should always be reported to the key holder and holiday homes should be left in a clean and tidy condition. Kent and Sussex Cottages reserves the right to increase the security deposit for Christmas, New Year, party groups and long let bookings.
Special Requirements - If you have any special requirements for any member of your party, do contact us to discuss the suitability of the property selected. Our staff will be pleased to advise you or make further recommendations.
Customer Service - If you are unhappy with your booking or the way it has been handled, please inform KSC immediately. The contract is between you (the Hirer), and the Home Owner so if any problems arise during your stay, you should contact the Home Owner or Key holder immediately who should put the matter right as soon as possible.
If the matter is not resolved, let us know as soon as possible. No correspondence can be entered into in the case of complaints made after you return home when it will be appreciated that it is quite impossible for them to be effectively investigated.
If you have an urgent problem, please contact the Home Owner or Key holder. If you cannot contact the Home Owner or the Key holder, telephone our office on 01580 720770 during office hours. Please leave a telephone number or location where you can be contacted.
We will do all we can to rectify the matter - if we are unable to do this and, in our opinion, your complaint is justified, we will try to find alternative accommodation for you.
i. This may involve an increase or decrease to your holiday cost, depending on the price category of the alternative property.
ii. It may not be possible to re-locate you in high season. In such cases, where you do not stay in your booked property, we will arrange a reimbursement of the cost of your holiday or part thereof.
KSC's liability and that of the Home Owner is limited to the price you paid, except in the case of legal liability for personal damage or injury, for which purpose public liability insurance is carried by the Home Owner.
Period Properties - Many of the properties within the brochure and website are older cottages dating back to the 19th century or earlier. It is important to remember before booking your holiday that part of the charm of such properties are the characteristically low ceilings, doorways and beams. They often have steep and narrow stairs and because of low or sloping ceilings, may have limited clothes hanging facilities. Many were also built before the introduction of damp proof courses and cavity insulation. These points are particularly important to note if your party has any elderly or very young members. Thatched roofs and beams can attract spiders, and cobwebs reappear very quickly after being removed.
KSC feel that these are aspects of the properties that add character and charm and would not hesitate to recommend them to you given the aforementioned features are understood.
This information supersedes previous issues.
How to book your holiday with Kent and Sussex Cottages
Please take your time to browse through our brochure or website and contact us should you have any questions. We will be more than happy to help.
Use the instructions shown below to ensure a straightforward holiday booking:
Using our Website
If you know the reference number of the property you are interested in, enter the number in the Quick Search box. You can then check the availability and price of the property. This will give you a listing of all available properties for the dates you require. You can pay by Credit/Debit Card or send a cheque for the amount due when we contact you or by bank transfer. (Please note: To secure your booking we must receive your payment within five working days of making your booking. If the booking is made within eight weeks of your holiday start date we require the full payment on booking).
Once complete, you will receive a booking confirmation detailing the balance to be paid and showing the due date. On receipt of your final payment we will forward directions to your property and availability of keys. On receipt, please read carefully and contact us with any queries.
By Telephone, email or post
Telephone our office on 01580 720770 or email email@example.com giving your requirements. We will advise you of availability, help you make your choice if needed and make a booking for you. This will be held for five working days pending receipt of your payment. (If your booking is made within eight weeks of your holiday date, we require the full payment on booking). Alternatively, you may find it easier to pay by Credit/Debit Card. We can then process your booking the same day and send your receipt and paperwork to you.
You will receive a booking confirmation detailing the balance to be paid and showing the due date. A reminder will be sent if the payment is overdue. On receipt of your final payment we will forward directions to your self-catering cottage and instructions for obtaining your keys. On receipt, please read carefully and contact us with any queries.
Office Opening Hours
Monday to Friday: 9am - 5pm
Saturdays: 9am - 12.30pm
Our website is, of course, open 24 hours a day!