Frequenty Asked Questions
We appreciate that there will be many questions you will have regarding your holiday with Prime Holiday Lettings, please see the list below, we hope this will answer some of them for you.
DEPOSIT: A £250 reservation deposit is required at the time of booking. This is reduced to £100 for any returning guests (lead booker + any member of the party that was named on the booking form) that have previously stayed in one of our Prime Holiday Lettings Properties. Deposits can be paid by bank transfer or by cheque with no charge or over the telephone by debit card or credit card which does incur a 3% service charge as the transaction is processed using PayPal..
FINAL BALANCE: This is due 12 weeks prior to your stay. This also can be paid by bank transfer, cheque, debit card or credit card over the telephone, charges apply as above.
DAMAGE DEPOSIT: A damage deposit is required for all of our properties whether booked directly through Prime Holiday Lettings or through one of our booking agents. This deposit is processed and the funds must clear our holding account 2 weeks prior to your visit. The damage deposit is to cover significant or deliberate damage, not accidental minor accidents. On your departure your property will be inspected by one of our property agents and as soon as we have a positive report back to the administration office we will refund your deposit. If you have paid by bank transfer your account will be credited or by credit or debit card your card will be credited. You will be notified of any deductions if they have to be made.
LEFT BEHIND PROPERTY: We have a large amount of left behind property which has to be returned by post. We will now be charging P&P on any items that we have to return. Please ensure that you take your entire belongings home with you. The most commonly left items are: Shoes and boots left by the door, mobile phone chargers, controls and chargers, coats left on the back of doors and books left on shelves.
LINEN: All bed linen is provided and beds are made ready for your arrival. Hand and bath towels are provided as well as tea towels. We do not provide beach towels and ask that you do not use the bath towels for this purpose. Bed linen, Duvets and pillows are not provided for the travel cot, please bring your own.
SOFA BEDS: The bed linen for sofa beds is stored under the sofa ready for you to use if required.
WELCOME PACKS: We provide a free welcome pack in each property which includes a bottle of bubbly, bread, and milk. There is a starter supply of tea bags, coffee and sugar as well as salt and pepper. We provide a toilet roll in each bathroom and a few dishwasher tablets and some washing up liquid to get you started, you will have to purchase additional supplies to see you through your entire break.
IRON: There is an iron and ironing board at each property.
KITCHEN EQUIPMENT: Our kitchens are fully equipped with everything that you may need. You will find a good range of saucepans, baking trays, and utensils etc, including carving knives. Should you require specialist knives or custom sized pots and pans we do suggest you bring these with you. If you have specific requirements we suggest you call the office to check whether or not it will be provided. There is adequate cutlery, plates, drinking glasses etc provided for the maximum occupancy of each house.
DINING ROOMS: There is seating for the maximum occupancy of each property. In some cases there is more than one dining table to make dining more comfortable for our guests. If there are two tables they will be in the same room and may be pushed together if preferred.
FOOD DELIVERIES: You can make and receive food deliveries from any of the major supermarkets. Please ensure that there will be someone in to receive the delivery and that it does not arrive before 3pm on the day of your stay.
BBQ: There is a BBQ provided at all of our properties except for Strafford House. A small amount of charcoal is provided but additional charcoal will have to be purchased.
HIGH CHAIR: There is one high chair provided in each house. We may be able to provide additional high chairs if we have spare ones from other houses, please enquire prior to your visit.
TRAVEL COT: One travel cot is provided per house. Please bring along your own cot bedding and pillow as these are not provided.
TELEPHONE: All of our properties have a telephone which accepts incoming calls only. Please check with your mobile service provider if you can get a signal in the area of your booked property.
SKY TV: All of our properties have a SKY system in place. We provide the full SKY package but do not provide guests with PIN numbers to receive Pay Per View or Box Office movies.
WIFI: We have installed WIFI in all of our properties for your use, you will find the access codes on the back of the home hub.
PARTIES: We do not permit Hen or Stag parties at any of our properties. If you are celebrating a birthday or anniversary or having a reunion please check with the booking office the suitability of the property you have chosen. Outside caterers are permitted with prior permission. No fireworks, mobile discos or bands permitted as some of our properties are in residential areas and carry noise restrictions.
PETS: We will allow one small to medium size, well behaved dog at Heath House, Admiral House and Pickney House in Aldeburgh and Cautley House in Southwold. Unfortunately we operate a strict NO PETS policy at the rest of our properties. You must let us know that a dog will be arriving with you prior to booking and obtain emailed permission from our booking office. There is a charge of £50 for your pet. Dogs are not permitted upstairs at any of the houses and must not be allowed to get on the furniture. You must bring bedding, towels and bowls for your pet and not use any that are provided with the property. All dog mess must be cleaned up after your pet and dogs must not be allowed to wee on lawned areas. If your male dog is prone to spraying it must be kept outside. Your dog must be fully vacinated and in good health. We accept no responsibility should your dog escape the property boundries during your stay. If we find that animals have been brought into our houses that do not permit dogs or find dog hair on furniture, waste outside or any damage that requires specialist cleaning in the houses that do allow dogs, the cost will be deducted from your damage deposit.
ANY OTHER QUESTIONS?
Please do not hesitate to contact us if you have any further questions or queries, we are on hand to help you. Our bookings staff are local and can advise you on anything from restaurant reservations to what’s on in the area on the date of your stay. Floor plans for each property can be found in each property section as well as a virtual tour of the house to give a feel of its interior.
Tel : 01728 454899