Essential Holiday Home Information
Holiday Home Information
Discovery Holiday Homes always aims to make booking your self-catering stay in Devon as simple as possible. Unless otherwise stated, our properties always include bed linen and towels, Wi-Fi internet connection and all utilities. There may occasionally be a small surcharge in winter for heating, or for shared facilities if applicable, which we will detail in the property description. If you have any questions at all or are in any doubt, just call our helpful local team on 01803 213814.
When booking a property, we know it's important to know what items are included in your stay, especially if you're travelling with younger children and may require things such as travel cots, highchairs, stairgates. Our descriptions aim to provide this information, with a quick overview available in our 'At a Glance' section on each property. If you are unsure, please call our Torquay office who will be happy to confirm. We do also hold a limited supply of items, and can also recommend local hire companies if we don't have what you're looking for.
If you have a special requirement such as additional health or mobility requirements, or if a facility or service is vital to be in place for your stay so that a property can sufficiently accommodate your party, please contact us to confirm that the property has the necessary facilities for you and is of a suitable nature.
An increasing number of properties are very happy to welcome pets as one of the family. However, owners are fully responsible for their pet and their safety during their stay, and are only accepted on this understanding. We would ask that pets are not left unsupervised, and that they are kept off furniture and out of bedrooms. Pets should also be fully vaccinated against parasites and infections before visiting the property. Properties which do not accept pets may not always have been pet-free; for example the owner may choose to withdraw a pet-friendly option at any time or bring their own pet to the property. If you have allergies or any specific health problem relating to pets then please advise us of this so that we can clarify the exact situation at the property. A minimum charge of £25 will be made per week for pets.
Some properties have extra beds or sofa beds; the extra number of persons will be shown in the description. In no circumstances may more than the maximum numbers of persons indicated occupy a property (see Booking Conditions). In addition, caravans, campervans and tents may not be parked or erected at the property without the owner’s consent.
All our cottages are cleaned thoroughly between holidays. We would ask that you leave the property and its contents clean and tidy (See Booking Conditions).
Alterations to Bookings
We cannot accept a change of holiday property once we have received your payment. We may be able to change your holiday date providing you advise us not less than 6 weeks prior to your original holiday start date. This is not always possible, although if we are able to re-arrange 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 is sent to you.
Customer Service/Complaints Procedure: Property
On arrival or during your holiday and in the unlikely event that you feel you have a cause for complaint then you should contact the homeowner or housekeeper immediately. The contract for your accommodation is between you and the owner so any queries or concerns should be addressed immediately. In some properties the owners details will be left so you can report issues straight away. Complaints not reported at the time cannot be entertained subsequently and it is regretted that 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. Contact details are given on your confirmation letter and travel details and, generally, will be in the cottage too.
If for some reason you can’t make contact with the named person you should telephone our offices during office hours. 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. This may involve an increase or decrease to your holiday cost, depending on the price category of the alternative property. 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 full reimbursement of the cost of your holiday or part thereof. Our liability and that of the homeowner 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 homeowner.If you, or a member of your party, has any requirements which may mean some of our properties are not suitable for your holiday, please speak to our team prior to booking. Our team know the properties very well and will be able to advise you on which properties best match your requirements. If the owner or Discovery Holiday Homes reasonably feels unable to properly meet your particular needs, we can refuse or cancel the reservation.
Many of our properties 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. We feel that these are aspects of the properties which add character and charm and would not hesitate to recommend them to you given the aforementioned features are understood.
This information supersedes previous issues.