Frequently Asked Questions

At Coastal Cottages of Pembrokeshire, we are a family-run independent holiday letting company established in 1982 based in Pembrokeshire, West Wales. We have a diverse portfolio of hundreds of handpicked cottages situated in and around the Pembrokeshire Coast National Park and the West Wales Peninsula. Our team is all local to Pembrokeshire so we understand the region like only locals can.

Our office is centrally located within the county in Haverfordwest at Coastal House, Narbeth Road, Haverfordwest, Pembrokeshire SA61 2XG.

We are open 7 days a week - Monday to Thursday 9am to 5pm, Friday and Saturday 9am to 7pm. Sundays and Bank Holidays from 9am to 5pm. Our office is closed annually for Christmas Day (25th December), Boxing Day (26th December) and New Year's Day (1st January).

If you call outside these hours, we have a 24-hour answering machine service. Feel free to leave us a message at 01437 765 765 with your contact telephone number and a team member will give you a call back during normal office hours. If you are staying at one of your properties, we ask you also state your booking number and/or holiday cottage. 

To maintain a high quality of service, we may monitor and record telephone calls which may also be used for training and security purposes.

We can provide a free Coastal Life Magazine that is full of inspiration for your holiday in West Wales. Browse through our wide range of cottages available and learn about the incredible local businesses and activities that Pembrokeshire has to offer. Order your copy here.

The easiest way to book is online via our website; just find the cottage you want and select the dates in the calendar on the page. This will then display a price for your chosen dates. To complete your booking, click "book now" and complete the checkout form. 

Alternatively, you can give us a call to book over the phone. Call 01437 765 765 and our dedicated Reservations Team will help you through the process. You can also send an email to [email protected] to request a callback if that's easier for you.

You can pay for your holiday via credit or debit card, bank transfer or cheque. You can also see full details of our flexible payment options here including a ‘Puffin Payment’ scheme where you can split your balance into equal portions. To discuss payment options in further detail, we recommend speaking to a member of our team.

This all depends on when you book and whether you choose to pay with one of our flexible payment options.

The full payment for your holiday is required within 8 weeks of your arrival day so if you're booking holiday dates less than 8 weeks away, you'll need to pay the full cost of your stay.

If you have made your booking more than 8 weeks in advance, our standard deposit taken at the time of booking is 30% plus the cost of any extras you choose during checkout such as pets, insurance, holiday hampers etc. However, if you choose to pay with one of our flexible payment options then you could pay as little as 15% deposit at the time of booking. You may also want to keep an eye on our Special Offers in case we are running a low-deposit promotion. 

Please see the Booking Terms and Conditions for further information.

In some circumstances, a security bond may be required. This is cottage-specific and will be clearly noted on the property details online if there is one to be paid. In certain situations, it may be that the property owner requests one when provided with your party details.

We trust you to show respect for our owners’ properties during your stay and we understand that accidents do happen. If damage occurs during your stay, as per our Booking Terms and Conditions, we may ask for the cost of repairs or replacements whether a bond has been taken or not. Note, the bond we take for a property may not be a limit to the figure we will seek. This decision will be taken at the absolute discretion of us or the owner of the property.

If a security bond has been taken, this will be refunded to you in full within 7 days of your departure day provided no issues have been reported at the property. The amount of bond refunded and whether any of the bond is required to rectify or to remedy any damage caused or loss suffered by the owner is at the absolute discretion of us or the owner of the property.

You will receive a booking confirmation via email shortly after you have issued payment, whether that be in full or deposit only. Please check and read through this carefully, you should receive it within 5 working days of booking. If you have not received it within this time, please contact us on 01437 765765 as soon as possible. If this booking confirmation is incorrect, you must notify us immediately; we cannot be held responsible for errors that are not brought to our immediate attention. Please note that a contract is formed upon issue of the booking confirmation and you should check our Booking Terms and Conditions carefully for details of cancellation and refunds.

Once full payment has been received and your full balance has been paid, you will receive a final confirmation letter via email. This will contain directions to your property, key information (found under the directions) and contact details during your stay. Please ensure you note these details and bring them with you on holiday.

As many as you like! The prices on our website are based on 7 nights and shorter breaks of 4 nights or fewer, but we will always do our best to accommodate your preferred dates. The decision is at the discretion of the individual property owners ultimately, so please give us a call on 01437 765 765 to speak to a member of the team who will be happy to help.

A provisional hold is where we place certain dates at a specific cottage on hold for you temporarily.

We completely understand that you might not be able to make a decision right away and that you might need to check certain details with other party members, which is where this option comes in. Provisional holds are put in place only for a short period at our discretion; this time period may be extended in certain circumstances but we cannot hold holiday dates for any longer than 48 hours.

All provisional bookings shall be governed by our Booking Terms and Conditions. Please note, that provisional holds may not always be available for your chosen cottage/holiday dates.

If you are keen to book a cottage that has not released dates for next year, we may be able to put an Option Hold in place for you provided the property owner has agreed. For a non-refundable cost of £50, we will hold your chosen dates at your property until the dates and prices are released. Once the property owner releases details of exact letting dates and prices, we will contact you to confirm the booking. To confirm the booking, you will need to pay the deposit (or full balance if start date is within 8 weeks) and the £50 fee you have already paid will be deducted from the overall holiday cost.

You can purchase insurance at the time of your booking. This will be presented during the checkout process as an optional extra and when booking via telephone, you can discuss this option with our Reservations Team. 

We strongly urge you to ensure that you are properly covered with travel insurance whilst on holiday for personal accidents, personal property and personal liability.

Information will be stored in line with current GDPR guidelines and may only be shared with property owners, with our subcontractors (if necessary to deliver our services and only on our instruction), and within our group of companies being Coastal Cottages Pembrokeshire Limited, Activity Wales Events Ltd, and Tourism Marketing Group Ltd.

We reserve the right to recover additional costs should changes occur in VAT, IPT or legislation that may affect pricing.

We appreciate that sometimes circumstances mean that your original holiday dates become unsuitable and in such cases, we endeavour to be as flexible as possible. You may be able to change your holiday dates but ultimately, the decision lies with the property owner and is subject to availability. Please note, that there may be additional costs incurred to cover admin charges and you will be expected to pay additional monies if you are choosing to transfer to dates priced at a higher rate. 

We understand that unforeseen circumstances may impact your holiday plans and that sometimes, your original holiday dates may become unsuitable. In this case, we ask that you contact our Reservations Team on 01437 765765 to discuss your options about transferring your stay to alternative dates. 

In the case that suitable alternative dates cannot be agreed upon (as they are subject to availability), we can cancel a booking where instructed. We advise reading our Booking Terms and Conditions for our most up-to-date cancellation policy before instructing us to cancel your booking.

To view a full list of items that will be provided during your stay, please see our Provided Inventory list. Items on this list will be provided at every property we let so if you arrive at your property and find you are missing one of these items, please contact us to notify us. 

This Provided Inventory list also shortlists select items that are often provided at our properties but are not necessarily guaranteed. We recommend checking this to see if you need to bring any of these items yourself or giving us a call before your stay so we can check for you. 

Bed linen is provided in all cottages and all beds will be made up for your arrival, unless specified otherwise at the time of booking. A change of bed linen may be provided ONLY if requested for bookings of 14+ nights. Please let us know when booking if a change of linen is required.

We recommend that you bring waterproof mattress protectors for young children. Cot bedding is not provided, please see the above FAQ for further information about cot bedding. If the property has a sofa bed, please check with us if bedding is provided.

Towels are provided free of charge at many of the holiday cottages we let; you will find this listed under Amenities on each property page if your chosen property provides them.

If towels are not provided free of charge, you can hire these via Coastal Cottages as an optional extra. Please give us a call on 01437 765765 or add a note during your online booking and we shall arrange this for you. We do ask for at least two weeks notice before your start date for all orders. 

Please note, all towels provided (whether free of charge or hired) are for household use only. They are not to be used elsewhere (e.g. at the beach) and you will be liable for any damage or loss incurred as a result of your use or hire of such towels.

One cot/travel cot and one high chair/baby diner are available on request with all properties except those which do not accept children under 3 years of age, or where otherwise stated. Cots and highchairs vary in age and style, please ensure you note any specific requests at the time of booking and we will try to accommodate you. 

No linen or bedding is supplied for cots. Cots are not sterilised between lets and mattresses are likely to have been used previously.

As each property we let varies so much, we ask our owners to prepare an access statement for each individual property which we hope will provide you with all the information you require to decide whether a property is suitable for you. Needs and requirements vary considerably from person to person so we ask that you read the access statement for your chosen cottage carefully before confirming your booking. 

You will find a property's access statement listed on the website listing for that cottage and if you require any further information and/or have any questions, please do not hesitate to contact us. Please DO NOT rely on assumptions and call our team on 01437 765765 to discuss your needs in-depth if you need to.

If any member of your holiday party has an allergy, either to pets or anything else, please advise us at the time of booking.

It is important to note that whilst a property may not accept parties with pets, we cannot guarantee that there will be no trace of pets at a property. Neither we, nor the owner, shall be responsible or liable for any loss, damage, expenses or costs incurred, and refunds cannot be considered due to allergic reactions in such circumstances.

Wireless internet or broadband access may be available at some properties but this is not guaranteed. Please check the property details for confirmation as to whether the particular property you are interested in provides this facility.

Please note that WiFi/broadband coverage can be intermittent and download speeds may vary, particularly throughout Pembrokeshire as it is such a rural destination. 

Third-party terms and conditions are applicable when accessing the broadband system. Each property's system may not be subject to any particular security or filtering measures, and may require continuous parental supervision when used by children. All internet and broadband systems are therefore used at your own risk.

Pembrokeshire is a particularly rural region and as a result, mobile reception can vary considerably from area to area. If having a mobile signal is imperative to your holiday, we recommend you contact your service provider before booking.

Whilst some properties may have Smart TVs or satellite, it is important to note that the facilities provided vary from property to property and a property may not necessarily provide your preferred facility. Please read the details under "Layout & Facilities" on your chosen property page carefully before booking for full information on what is provided at your holiday cottage including what type of television(s) is provided if there is one.

Televisions are often freeview unless otherwise stated and some may require a guest's own Sky card to access channels - this will be indicated by the term "Sky card needed" noted on the property page. 

If you require further information about the television facilities at your holiday property, please do not hesitate to contact us as full details may not necessarily be listed online. 

We ask that you leave all cabling in the property as originally found. This is to avoid callouts, additional costs and disruptions to services to yourself as well as future guests, us here at Coastal Cottages and the property owner(s). 

Older cottages and those by the sea offer character and atmosphere, but they can be prone to recurring damp patches, often during wet or humid weather. These conditions can also lead to condensation on windows/walls. Regular ventilation and dehumidifiers etc will help to alleviate such issues and you may be provided with items such as a dehumidifier at your property during your stay.

As a general rule, we recommend that the elderly, the young and those sensitive to humidity/dampness should avoid such cottages, especially in the wettest periods of the year e.g. winter and early spring.

Not all holiday properties available on our website have central heating so you must check the property description carefully before booking and it is important to understand that some boilers can heat water and radiators separately (no immersion).

You will find heating details under "Fuel Charges" on the property details page online. Please note, fuel charges are now included in property rentals (as of 2023) but there may be additional charges to cover wood/coal. We ask all guests to be environmentally aware. 

Water pressure can vary from area to area and property to property depending on many factors such as the age of a property, the layout, it's position on the mains and so on. If you have specific requirements or concerns, please ensure to discuss these with a member of our team before booking so that we can ensure your chosen property is suitable. 

The countryside teems with life and different seasons/weather conditions bring different ‘visitors’ including spiders, flies, ants, etc. Please let us or your contact know if we can help or advise in these circumstances as none of the solutions are permanent. Some properties also have green mouse pest control units as a precautionary measure. If you would like these removed, please let us know when booking.

Smoking is not permitted at any of our properties. Smoking in enclosed public places and workplaces has been illegal in Wales since 2007.

If you choose to smoke, we ask all our guests to please do so outside and not leave cigarette litter on the floor or outside the property. Please ensure all litter is safely cleared away.

As electric vehicles are becoming more common, more of our properties are installing EV points for use during your stay. If you require an EV Charger, you can use the advanced search function on our website to filter your results to show only those with this facility. 

We must stress that there are serious risks to safety by charging your car via extension cables from the property. Where properties do not provide an EV Charger and you are travelling via electric car, we recommend that you visit a public charging point to ensure that you are safely charging your vehicle. 

Click here to view a list of public charging points in Pembrokeshire. 

From April 2024, it is now law for holiday lets (and all businesses) to recycle properly meaning all waste needs to be separated during your stay. You will need to separate cardboard, glass, tins and plastic, food waste and paper waste to ensure that your waste can be correctly recycled. 

By April 2024, all properties will have individual instructions onsite at the cottage giving you clear guidance on how to separate your waste correctly. You will also receive details before your arrival that will illustrate how to recycle during your stay. 

Please note, that this is a law enforced by Welsh Government and is not optional. There may be fines in place if you do not assist with recycling separation during your stay. 

Pembrokeshire has been crowned Wales' top county for recycling for the past three years (2021-2023) with nearly three-quarters of all residential waste being recycled. We are proud to be part of the county that holds this record and are keen to extend that passion for sustainability to our cottages. We thank you in advance for your assistance in helping us to ensure that your waste is properly separated at the end of your stay.

Checking to see if a property is dog friendly couldn't be easier, just check the details on the property page and this will tell you how many dogs are accepted. 

We have an excellent selection of dog friendly holiday cottages to choose from and yes, there is an additional charge if you choose to bring a pet with you during your stay. The charge is £15 per pet per week or short break. For more information on holidaying with your dog at one of our coastal cottages, click here to read a helpful article. 

Pets are only accepted to our dog friendly properties under the strict understanding of all the following points: 

• Pets are not to be left alone and/or unsupervised at the property
• Pets are to be kept under control at all times
• Pet bedding and food bowls are not provided, they must be provided by you
• Pets are not permitted in bedrooms or on furniture
• We do not guarantee that any garden is "dog-proof"
• Dog restrictions and full bans apply at certain beaches during the summer months.
• All pets must be up to date with flea and worming treatments
• Guests accept total responsibility for their pet(s) and the pet(s) actions e.g. you are financially responsible for any damage caused by your pet.
• You must clean up after your pet and not leave mess/litter in the outside spaces

Failure to comply with any of these points will leave you liable for ensuing problems and any costs incurred. You may be asked to vacate the property if these rules are not adhered to. 

Unless otherwise stated, you can arrive at your property any time from 4pm on your arrival day. We ask that you kindly vacate the property by 10am on your departure day to allow sufficient time for our housekeeping teams to carry out thorough changeovers, so we can ensure your property is ready for the next guests.

We kindly ask that you vacate your property by 10am on your departure day to allow sufficient time for our housekeeping teams to carry out thorough changeovers, so we can ensure your property is ready for the next guests.

We ask that you leave the property in a clean and tidy condition to help our housekeeping teams. If you incur any breakages and/or damages during your stay, you must report it to the contact on your directions immediately to discuss paying for or replacing these items. 

We endeavour to ensure that property photographs and descriptions are regularly updated especially where changes are made. However, we cannot guarantee that properties will be exactly as they are marketed on our website and/or in our promotional materials. 

The original images and descriptions in our Coastal Life Magazine, online and any other promotional materials may occasionally be different from the actual home interiors and exteriors. All magazine information is materially correct at time of printing but we reserve the right to alter them where necessary (errors and omissions excepted/excluded). 

Minor details such as furniture, furnishings, electrical equipment and room layouts may differ. As soon as we become aware of significant alterations to the property, all guests with upcoming bookings will be notified and property listings will be changed on our website as soon as possible. 

Parking information for your holiday cottage will be provided clearly in the directions you receive when you receive your final email confirmation after paying the full balance of your stay. 

You will find brief parking details stated under Layout & Facilities on a property listing page; this will give you an indication as to whether parking is roadside, private, ample etc. If you require further information, please contact our team on 01437 765765 before booking to discuss any requirements you may have. 

Please ensure that you adhere to the parking information instructed in the directions forwarded to you ie. park only in allocated spaces as stated so as not to disturb neighbours etc. At some cottages, you may need to carry your luggage a short distance as not all properties provide parking directly outside.

We also ask that you be courteous to other residents/visitors and ensure that all noise levels are kept to a minimum. Some holiday cottages will have neighbours.

Grass cutting, gardening, window cleaning etc are all weather-dependent and may be carried out during your stay.

We can not be held responsible for any disturbance that may occur and is outside of our or the owner’s control. This includes but is not limited to road works, maintenance/refurbishment works on neighbouring properties or events such as sporting events, festivals or parties. We will use all reasonable efforts to advise you of any situation that may affect your holiday, but you should note that we may not be aware of any such work or such circumstances close to the property. However, neither we nor the owner shall be responsible or liable for any loss, damage, expenses or costs incurred, and refunds or compensation cannot be considered in such circumstances.

Town centre, countryside and community noises should be expected within legal limits, especially during busy holiday periods.

If there is a problem during your stay, please contact the name and number stated on the property directions given as part of your final confirmation letter. This contact is the best advised to deal with all queries relevant to your stay and your chosen holiday cottage. 

You can also contact our Coastal Cottages team on 01437 765765 or [email protected] if you have any concerns. Please note that our social media channels are not manned 24/7 and you should always contact us via telephone if your issue is urgent.

Property keys are your responsibility during your stay and you will be liable for any costs incurred through loss, damage, being locked out and/or keys not being returned/left.

You are responsible for keeping the property locked and fully secure during your stay. You should be aware that you may also be personally responsible for any costs, damage or loss which are incurred at the property where insurance is rendered void due to properties not being kept locked and secure.

Key boxes are used as standard and we recommend that you use this throughout your stay to reduce the risk of losing property keys whilst you are out and about enjoying your holiday in Pembrokeshire. 

Upon departure, you are required to place the keys in the same place you were instructed to find them upon arrival.

We love to receive comments from all of our guests so please do make sure to fill out the visitors book provided in your cottage during your stay. If you forget and/or would like to send us additional comments, these are welcomed via email, letter and telephone too.

Note, by entering a comment in a visitors book or by sending in a comment to our team, you give permission for Coastal Cottages and the property owner(s) to use these for future marketing purposes unless you inform us otherwise.

We appreciate just how easy it is to miss something when packing up all of your luggage ready for departure so if you do find that you have left something behind, please let us know as soon as possible and we will try to retrieve this for you.

If lost property is found following your stay, we can forward these to you upon receipt of a minimum handling fee of £10.00 plus VAT per item. However, you are solely responsible for your personal property during your stay and no liability can be accepted for any loss or damage. 

Each contract for the hire of a property is made on and subject to these ‘Frequently Asked Questions’ responses, the entire contents of our current magazine and the Booking Terms and Conditions. In hiring a property, you are deemed to have read, understood and accepted these.

Pembrokeshire is a magnet for walkers, food lovers, families and nature enthusiasts. There are plenty of things to do in Pembrokeshire, probably more than in any other county in the country. We have an abundance of activity centres, golf courses, attractions, restaurants and more castles per square mile than any other country in the world! 

For inspiration on what you can see and do during your stay as well as where to eat and top tips for dog friendly holidays, we recommend checking out the Inspire Me section of our website. Here you will find a wealth of articles covering a broad range of topics such as Summer Events in Pembrokeshire, Where to Go for Fish & Chips and Dog Friendly Walks in the Area. If you're a first-timer thinking of visiting the area, you might want to read our guide to Why You Should Visit Pembrokeshire too.

You can also contact our Concierge team for advice and bespoke recommendations, just call 01437 772758.

We have a dedicated Concierge Team who can take bookings directly for a range of activities and welcome hampers, fizz packages and flower bouquets. They can also talk you through what may appeal to your interests, book tickets so you do not have to queue and they can even book some of the best seats in your favourite restaurants. To get in touch with them, please call 01437 772758. Please see the Concierge Services Terms and Conditions which will apply to any such bookings.