Here are some answers to questions our guests often ask on how we handle booking a holiday in Deer Park House.
1. How do I book?
You can book direct with us using our bookings page. You can either fill in the booking form (which will give you a price) or use the contact us form to get in touch with us directly.
2. When can we arrive?
Normally, we open the house to new guests from 4.00pm on the first day of your stay and we ask you to leave before 10am on the last day of your stay. Leaving late can create extra costs for us and delay opening the house for the next guests and if this happens we may have to charge you a late checkout fee.
We will try to make sure someone will be available to meet you on your arrival. Sometimes this might not be possible and in that case we will give you access to a key safe to allow maximum flexibility for your arrival time.
3. How many people can Deer Park hold?
Ten. Deer Park is a large house and it is tempting to squeeze more in. However this puts a lot of strain on the fabric of the building, can lead to damage and invalidates our insurance. So please don’t! We reserve the right to ask you to leave if we find extra guests beyond those booked.
4. Can we prebook a grocery delivery?
Yes. Tesco, Sainsburys and Asda will all deliver to our postcode, although we suggest giving them our directions on how to find Deer Park since the postcode and sat nav systems don’t play well together.
5. Can we bring pets to Deer Park?
Yes, absolutely. We love dogs and will allow up to three with a few guidelines. Please check out our pets welcome page.
6. How do you handle cancellations?
We hope you do not have to cancel your holiday but bad luck can happen to anyone. So we strongly recommend you take out holiday insurance. Our policy for refunds follows that of our agency – which is that we will try to provide a refund providing that enough notice is given and we can rebook the house. For more details please see our terms and conditions. For the first half of 2021 we will provide refunds for any holiday that has to be cancelled because your party cannot travel due to COVID19.
7. Are there any activities not allowed at Deer Park?
A few things are not allowed, either because they are dangerous given the age of the house, or likely to spoilt the presentation of the house for the next guests. Specifically:
1. Deer Park is non smoking inside the accommodation and you must not use candles, fireworks or chinese lanterns in the house.
2. Please only use Deer Park for the purposes of your holiday. You must not use the accommodation for any other purpose, including for any business purposes
3. You will be provided with a welcome pack on arrival that contains important information about your stay with us. Do please ensure that you and your party read the welcome pack carefully on arrival and particularly familiarise yourselves with the layout of the accommodation and the location of the fire exits.
4. Please keep the accommodation and its contents reasonably clean and tidy and leave them in the same condition as when you arrived
5. Deer Park has several open fires and woodburners, – please use the instructions found in the welcome pack, particularly regarding the appropriate fuel to use for your safety, and the use of spark guards.
8. What happens if we have an accident?
Please don’t let it spoil your holiday! Small accidents (broken glass etc) can happen to anyone and we’d hate for you to worry. However, please do let us know (in the visitor’s book or by text) if you have an accident so that we know to replace items. Especially please let us know if when you first arrive things are broken or missing – we don’t want you to spend a week wondering where the frying pan is and if it is a big problem we need to know exactly when it happened.
If there is a bigger accident (broken furniture, large stains, broken window) then please let us know immediately. We will need to remedy the situation for the next guests. To cover this possibility we ask for a £200 deposit to be paid two weeks before the beginning of the holiday. This will be returned to you 14 days after the end of your holiday if the house is left clean and tidy, needing no extra cleaning and with no over occupancy.
9. What do I do if I have a problem or complaint?
Our family has over 30 years of running holiday lettings to very high standards. We really welcome feedback and particularly, if there’s a problem we want to help solve it quickly. If there is a problem, please let us know as soon as possible – call 0779 040 7115 and give us a chance to put things right so you can enjoy the rest of your break.
If, at the end of your stay, things still haven’t been resolved, please contact us on the number above or by email: hermionec@gmail.com. In considering any complaint we will take into account whether we have been given the opportunity to investigate it and put matters right.
10. Oh no! I left my camera behind!
If we haven’t already contacted you about it – get in touch! Chances are we’ll probably have it. We’ll keep all lost property for six months before disposing of it.
11. I’ve got another question.
Great. We’d be happy to hear from you. Just email us at hello@thegothickhouse.com