General Information 2024

A. INTERNET BOOKING

Live availability can be checked on our website or via our web chat line, or you can telephone us on 01548 233 233. Online bookings can be effected directly on our website by selecting the property of your choice and following the online booking instructions. 

B. TELEPHONE BOOKINGS
Telephone bookings can be effected by calling us on 01548 233233 and quoting credit or debit card details. Our Booking Conditions will apply. (Bookings are not considered confirmed until we have despatched confirmation to you.)

C. BOOKINGS FROM OVERSEAS
Should you have any questions about booking, please 

Tel: +44 1548 233233, or

E: hello@thecollectiononline.co.uk

It is important that you check the availability of the dates of the property of your choice prior to booking.

Booking forms, if posted, must be accompanied by:

1. An internet bank transfer to our account, details given upon application, or

2. Credit card (see Para 3a) or Debit card details (may be telephoned) or 

3. You may book through our secure website (see internet bookings Para A).

Please note that any bank charges will be debited to your account. 

D. LAST MINUTE BOOKINGS/SHORT BREAKS
We are able to arrange a last minute holiday break for you (but normally only during low/mid season for short breaks). Call us on 01548 233233 (or check availability on our website) and we will do our best to meet your needs. Bookings can be secured by telephone, see para B. 

E. UTILITIES
In a very few properties guests are expected to pay for telephone calls (where applicable), logs, gas, electricity and central heating, either by coin-operated meter, or by way of a deposit, the unused balance of which is returnable (see individual property descriptions). In a handful of properties the cost is calculated by meter reading and payment made to either owners or caretakers on the day of departure. 

Wi-Fi Disclaimer: Whereas guests are welcome to use the Wi-Fi provided in a property, the owners will not accept any responsibility for inappropriate content downloaded during their stay. If such actions result in the attention of an investigating authority, contact details of the guests and the dates of their stay will be disclosed by the letting agent or owner to the authority concerned without further recourse.

Please note that the property owner and The Collection Online cannot be held responsible for disruption to the internet and/or telephone service brought about for reasons beyond their control.

F. SECURITY DEPOSITS
Owners, caretakers or The Collection Online reserve the right, under exceptional circumstances, to charge a security deposit with balance of payment. This deposit will be refunded to you during the week following your holiday, however a deduction will be made for any breakages, untoward expenses or damage done to the property, or if it is not left in an acceptable clean and tidy condition, including correct disposal of rubbish/waste and dog mess.

G. ARRIVAL/DEPARTURE TIMES
Unless an alternative time is stated in your travel instructions, which are sent following receipt of your balance payment, please do not arrive at your property before the time specified on your travel information. On your last day, please vacate the property by 10am, taking care to leave it as you would wish to find it.

Satellite Navigation directions can be inaccurate in our region, therefore please ensure you have a good road map and follow our written travel instructions and/or refer to our website where the location of the property map is accurate. Please don't rely on your sat nav.

H. FORGOTTEN PROPERTY
If forgotten items are found by caretaking teams after your departure, we can parcel these up for you (free of charge for standard packaging). Please arrange for a courier to collect your parcel from our office during staffed opening times – please enquire for details. You can arrange your collection/delivery with the courier of your choice, or there are plenty of comparison sites to help you find the best deal, such as www.parcel2go.com. Please ensure you send our teams the returns labels for them to print in good time, and let us know when to expect the collection so we can make sure your parcel is ready and waiting. Alternatively, we can post your items via Royal Mail, however there is a minimum fee of £20.

No responsibility will be accepted by The Collection Online, owners or caretakers for the safety or safe transit of these items.

I. PETS
There is a standard charge of £30 per pet per week and normally any part of a week. Under no circumstances must pets be left unaccompanied within the property. Occasionally, a further security deposit is required for pets and deductions will be made if extra cleaning is required caused by the pet or if any ‘mess’ is left in the garden/grounds. Pets under 1 year of age will need to be agreed by the owner of the property, before a booking is confirmed.

J. BED LINEN AND TOWELS
Please see individual property descriptions regarding provision of linen and towels. In most properties bed linen and towels are provided and included in the price. If they are not provided, this is stated in the individual property descriptions and if required, it can sometimes be hired directly from the owner or through a hire service.

K. COTS, HIGH CHAIRS, STAIR GATES

Please contact us regarding provision of cots, high chairs and stair gates.
Cots or travel cots and mattresses, and/or high chairs are normally provided free of charge in most properties. Occasionally there is a hire charge (see hire service below). No cot bedding is available.

L. HIRE SERVICE
This is operated by independent organisations. If the property does not provide either bed linen, towels, cot, high chair or a stair gate, a hire form with details and prices will be sent to you by post or email with your booking confirmation. Costs are per week and include collection and delivery. Beds are not normally made up when bed linen is hired. There is a £30 minimum hire charge.

M. MISCELLANEOUS

• Many District Councils in the South West operate strict waste recycling methods. It is imperative to ensure correct disposal of all your rubbish/waste. Instructions are available in all properties.
• Parking can be a problem in some areas, particularly in high summer. Lanes can be narrow and dark at night and the popularity of our picturesque locations mean frustrations can occur. We therefore suggest you ask about facilities, particularly for boat trailers etc. and that parties bring the minimum number of vehicles so your holiday can be enjoyed to the full. 
• Some older and waterside properties may occasionally be subject to slight dampness particularly following a long wet spell.
• Under normal circumstances if a property has a thatched roof barbecues are not permitted.
• Smoking policy. All properties are non-smoking unless otherwise stated.
• Please let us know immediately if there are any specific needs you may have including disability needs. It is essential that we are given as much information as possible about your requirements to avoid an unsuitable property. We will endeavour to advise and assist in any way we are able. However we cannot be held responsible should a property be booked that is unsuitable or inappropriate. 
• Some locations do not lend themselves to easy access and facilities, so please ask first to avoid disappointment. The choice is ultimately the responsibility of the person booking the property.    
• Copies of safety certificates are available upon request. Please contact The Collection Online should you wish to see a copy.

These Terms and Conditions supersede all previous issues.