Frequently Asked Questions

If you have any questions about Pembrokeshire, or how we work as a company, we hope you're able to find some answers here.

We have over 500 properties, and our staff have visited them all. We all live and breathe Pembrokeshire, so feel free to ask questions, and we'll do our best to answer them! Simply give us a call on 01437 765 765, ping us an email at info@coastalcottages.co.uk, or chat to one of our team via our live chat.

Who are Coastal Cottages?

Coastal Cottages are a family run holiday letting company established in 1982. We are located in Pembrokeshire, West Wales and we have a portfolio of over 500 handpicked cottages situated in and around the Pembrokeshire Coast National Park and the West Wales Peninsula.

Where is your office?

Our head-office is located in Haverfordwest: Coastal House, Narberth Road, Haverfordwest, Pembrokeshire SA61 2XG

What are your office hours?

We are open 7 days a week - Monday to Saturday 8.30am to 8pm. Sundays and Bank Holidays 9am to 5pm.

If you call outside these hours, we have a 24-hour answering machine service. Please leave a message and contact telephone number and we will call you back. 

Our office is closed, 25th & 26th December, and 1st January. 

Once I have found cottage, how can I book?

We always love to talk to our guests, so you can book over the phone by simply calling us on 01437 765 765

Alternatively, you can book online via this website, via our online chat service, via email at info@coastalcottages.co.uk, or via our mobile app.

How can I pay?

We take payment via credit or debit card, bank transfer or cheque. We also offer a ‘Puffin Payment’ scheme. Please note that card payments attract a 3% charge. 

What is the Puffin Payment scheme?

You can spread the cost of your holiday into equal direct debit payments. Bookings must be made at least 6 months before the holiday start date. A minimum deposit of 15% must be paid at the time of making the booking. Direct debit payments are taken from your account on the 1st of the month. Set out below are the number of payments according to the time prior to the balance due date. 

10 months ahead – 8 equal payments 

9 months ahead – 7 equal payments 

8 months ahead – 6 equal payments 

7 months ahead – 5 equal payments 

6 months ahead – 4 equal payments 

What is a provisional hold?

We understand that you might not be able to make a decision right away so we are able to provisionally hold your chosen property for a period of time at our discretion (no more than 48 hours). Any such provisional bookings shall be governed by our Booking Terms and Conditions, which can be found on pages 222-224 of our brochure.

How many nights can I stay for?

As many as you like! Our prices 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 owner’s ultimately, so please phone and ask.

Can I bring my dog/pet with me?

Many of our properties welcome dogs/pets. Pets are charged at £10 per pet per week or short break. We have a dedicated website, www.thewoofguide.com which has information on dog walks, dog friendly pubs and the beaches with dog restrictions. 

Please bear in mind that pets are only accepted under the strict understanding that: 

1. They are never left alone in the property

2. They are kept under control at all times

3. Guests will bring bedding/baskets and food bowls for their pets

4. They are not permitted in bedrooms or on furniture

5. No garden should be considered dog proof

6. Breeds of dogs which are categorised as being dangerous under the Dangerous Dogs Act (as may be amended from time to time) or any other dangerous dog list in the United Kingdom shall not be permitted at any property, unless otherwise agreed in advance by the owner of the property

7. All pets are up to date with flea and worming treatments

8. Guests accept total responsibility for their pet/s and the pet/s actions e.g. cleaning up mess etc and being financially responsible for any damage caused.

Failure to comply with any of these points will lead to guest’s liability for ensuing problems and costs or them being asked to leave the property.

Please check the property description for confirmation as to whether the particular property you are interested in accepts pets. Any pets other than dogs may be accepted by the property owner at the property owner’s discretion. Please enquire at the time of booking.


What time can I arrive?

You can arrive at your cottage any time from 3pm on your arrival day unless otherwise stated. Some properties have an arrival time of 4pm, this will be noted on your directions. We ask that you vacate the property by 10am on your departure day in order for the cleaners to prepare the property for the next guest. Failure to do so may incur costs which you may have to pay for.

What if there is a problem when I’m here?

On your directions, you will find the name and telephone number of the contact before and during your stay for any queries or issues. If you are unable to contact them, please contact Coastal Cottages head office on 01437 767600.

What is there to do?

There is probably more to do in Pembrokeshire than 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 County in the world! 

We do not act as an agent or operate any of these attractions and therefore are not liable for any damage or loss you may suffer when buying tickets or visiting the attraction.

We have a dedicated Concierge Team who are able to talk you through what may appeal to your interests, book tickets so you do not have to queue and even book some of the best seats in your favourite restaurants. To get in touch with them, please call 01437 772758. Please also see the Concierge Services Terms and Conditions which will apply to any such bookings.

I have allergies, what should I do?

If any member of the holiday party suffers from an allergy to pets or suffers from any other allergies, please advise at time of booking. One cannot assume that because a property does not accept pets that pets (of the owner’s, neighbour’s etc) do not visit the 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.

Will the bed linen be provided at the cottage?

Bed linen is provided in all cottages and the beds will be made up for your arrival. A change of bed linen will be provided ONLY if requested for bookings of 2 weeks or more. Please let us know when booking or note on your booking form if a change of linen is required. We recommend that you bring rubber undersheets/waterproof protectors for young children. Cot bedding is not provided. If the property has a sofa bed, please check with us if bedding is provided.

Do I need to bring towels?

Towels are provided at many cottages and this will be detailed in the facilities section. Towels can be hired from Coastal Cottages (please allow at least 2 weeks notice). Where towels are provided, these are for household use only, not for the beach and you will be liable for any damage or loss incurred as a result of your use or hire of such towels.

How much do I need to pay now?

Full payment for your holiday is required within 8 weeks of your arrival day.

If you have made your booking more than 8 weeks in advance, you are able to pay a minimum deposit of 30% plus the cost of any extras such as pets, fuel, insurance etc. The balance or full payment is required at least 8 weeks before your holiday starts. 

Please see the Booking Terms and Conditions for further information on pages 222-224 of our brochure.

Will I need to pay a security bond?

In some circumstances a bond is required, this will be detailed in the description or requested by the owner when they are provided with your party details.

We trust you to show respect for our owners’ properties but understand that accidents do happen. If damage occurs during your stay, as per our Booking Terms and Conditions, we will ask for the cost of repairs or replacements whether a bond has been taken or not and the bond is not 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 bond has been taken, this will be refunded to you in full within 7 days of your departure day if no issues are 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.

Please see the Booking Terms and Conditions for further information on pages 222-224 of our brochure.

Do I need insurance?

All bookings valued at £200 or less, do not automatically include cancellation insurance. This covers you for cancellation as per our insurance details displayed on page 222, and on our website. Please check thoroughly for any exclusions that may apply to you or your party members. 

In addition to the above cancellation insurance, you are required to be covered by personal travel insurance. You are able to purchase personal travel insurance at the time of your booking at a cost of £20 per week or short break. This covers you for the whole party (those listed on your booking form) subject to exclusions, see page 222 or our website for full details.

Can I book a cottage for next year?

We can hold your holiday property for the following year (until the property owner releases dates and confirms exact prices). Please note, the confirmed property price may be different from the price which was advertised at the time that the property was held and by holding such property, you agree to pay the revised confirmed price. Where property dates and exact prices have already been confirmed, you are asked to pay a 30% deposit.

For holidays where property dates and prices have not yet been confirmed for the following year we are able to option hold these properties for you if available. If a property is available for hold then you will have to pay £50 to hold this. Once the property owner releases details of exact dates and prices we will contact you to confirm the booking. If you proceed with the booking, your £50 fee will be deducted from the holiday cost. If you do not proceed with the booking the £50 fee is non-refundable.

What will I expect to find in the property?

Here is a list of the items that you will find at the cottage and also a list of the items that are not necessarily provided. 

Provided:

- Fire Extinguisher/Blanket

- First Aid Kit

- Iron & Ironing Board

- Toaster (may vary with Aga cooking)

- Kettle

- Teapot

- Crockery, Cutlery & Glasses for number property accommodates

- Egg Cups

- 1-2 Mixing Bowls/Basins

- 1-2 Vegetable Dishes

- Butter Dish

- Casserole Dish

- Colander

- Condiments Set

- Bottle & Tin Opener

- Cutlery Holder

- Frying Pan

- Kitchen Bin

- General Selection of Kitchen Utensils

- Measuring Jug

- Milk Jug

- Baking & Roasting Tin

- Potato Peeler & Masher

- Toast Rack

- Water Jug

- Tray

- Saucepan & Lid (Small + Medium + 1 or 2 additional large pans)

- Sugar Basin

- Place Mat per person or Table Cloth

- Oven Cloth/Mitt

- Bread/Chopping Board

- Broom

- Dustpan/Brush

- Mirror

- Washing Line & Pegs or Airer

- Toilet Brush

- Bath Mat

- Fireguard (where necessary)

- Duvets & Blankets

- Starter Toilet Roll

Not Necessarily Provided:

- Towels (including tea towels)

- Radio

- Hairdryer

- Cafetieres

- Cleaning Products

- Washing up Liquid

- Dishwasher/Washing Powder etc

- Stocks of Toilet Rolls

- Scales

- Vacuum Cleaner

- Extra sets of Property Keys

Will I receive a booking confirmation?

Once you have booked your cottage, whether you have paid a deposit or paid in full, you will receive a booking confirmation from us.

Once you have paid in full, you will receive a final confirmation and directions to your property, where the key will be and contact details for your stay. Please ensure you note these details and bring them with you on holiday.

How do I find the cottage?

Once you have paid for your holiday in full, you will receive the full property address, directions and location of the key. You will also be provided with a name and contact telephone number of the person to contact should you encounter any problem during your stay.

Do you have a brochure or catalogue?

Yes we do! We print a main brochure each year and this is usually available mid-September. 

We accept new properties throughout the year and the new ones can be viewed on our website or in our brochure supplements.

Once you have finished with your brochure, we would love you to pass it to a friend, relative or neighbour or recycle it.

Do the cottages provided baby equipment?

One cot/travel cot and one highchair/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. Some health advice states babies should not sleep on mattresses that have been used before and you may wish to bring your own mattress if you are concerned by such advice.

Do your properties have central heating?

Please note that not all properties have central heating and you should check the property description for confirmation as to whether the particular property you are interested in has this.

Where central heating is available, if you specifically require the central heating on prior to your arrival at the property, please inform the contact number on your directions at least 5 days before your arrival. If there is a set charge, please include with your initial payment for your holiday. Some boilers can heat water and radiators separately (no immersion) so owners may charge a separate fee for guests using just hot water (during warm periods).

Excessive use of heating will lead to an additional charge being levied. Whether any such additional charge apply, it will be at our absolute discretion and/or the absolute discretion of the owner of the property.

What are storage heaters?

Some cottages have electric storage heaters, which can be quite difficult to control if you are not used to them. They do not provide instant heat and may not feel as efficient as central heating. The heaters draw electricity throughout the night in order to release heat the following day. If it is cold, the input settings need to be set high and adjust the output to suit your requirements. Therefore the heaters need to be switched on (at the wall) the night before to offer heat the following day.

How do I pay for heating/electricity charges?

Not all properties have a fuel charge, if there is a set charge for fuel this must be included in your initial payment for your holiday. If the charge for fuel is ‘as used’, then please leave payment at the cottage either by cash or cheque (instructions in the cottage). Card payments cannot be accepted for ‘as used’ fuel. You can use the contact number on your directions if you have any queries regarding this during your holiday. Fuel charges may be subject to review during the year should national prices dictate. We also encourage sensible and appropriate consumption of fuel and utilities. If excessive fuel or utilities are consumed during your stay you may be required to pay an additional amount to cover costs. This may be an addition to a set fuel charge, which applies to the property. The fuel charge is in relation to the heating at the property, not for fuel for the open fire/wood burner. Starter packs for these are provided where stated otherwise you will need to purchase your own wood/coal etc.

Can I park anywhere and will I have neighbours?

Please ensure that you park your car in allocated spaces or as indicated on directions. At some cottages you may need to carry your luggage a short distance. 

Depending on where your property is, you may have neighbours so at all times, please be courteous to other residents/visitors and ensure that all noise levels are kept to a minimum.

Are all cottages of standard construction?

Older cottages and those by the sea offer character and atmosphere, however, they were built long before the days of damp proof courses and cavity walls so some may show signs of damp, particularly in long spells of wet or humid weather. Opening windows and allowing the air to circulate can alleviate condensation. 

De-humidifiers may also be provided at the properties. If you have any concerns, please ask at the time of booking. However, as a general rule elderly, young or those sensitive to humidity and damp should avoid such cottages especially in the wettest periods e.g. winter and early spring. Due to the age of the buildings, size of some rooms and difficulty in getting furniture through small doors, windows and up stairs, not all bedrooms have wardrobes and therefore hanging space for clothes can be limited.

Will the cottage be wheelchair accessible?

Each of our properties has an access statement. Please refer to these when choosing a holiday for someone with special requirements. Please DO NOT rely on assumptions and feel free to discuss your needs in depth to ensure you have all the available information. 

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.

How do I know if the property has TV, satellite or mobile reception?

Some properties offer satellite television. The television is usually Freeview or Freesat unless otherwise stated. Please note that not all properties have Sky or TV reception so please check the property description.

Mobile reception can vary considerably from area to area. Please check with your service provider. If you have a concern regarding being contactable at your cottage (for health reasons, for example), then please make us aware when booking so that we can discuss options and possibly identify a suitable cottage location for mobile phone coverage (based on the network advise). 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 any such circumstances.

Please leave all cabling as originally found to avoid call outs, extra expense and disruption to services, costs to rectify this will be passed on.

Will there be WiFi at the property?

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.

You should note that WiFi/broadband coverage can be intermittent and WiFi signal strength can vary. Third party terms and conditions are applicable when accessing the broadband system and the system may not be subject to any particular security or filtering measures and may require continuous parental supervision when used by children. The broadband system is therefore used at your own risk.

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 any such circumstances.

Will the cottage be exactly as shown in the photographs?

Occasionally property exteriors, furniture, furnishings, electrical equipment and room layouts may differ from the original photographs and description in the brochure or the website, these are viewed as superficial items. Any major changes to the property will be notified to the guests as soon as we are made aware of them. 

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.

What if I lose the cottage keys?

Keys are your responsibility during your stay and any costs incurred through loss, damage, being locked out or keys not being returned/left, will be charged to the hirer in full. You are responsible for keeping the property locked and fully secure during your stay and should be aware that you may 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.

At the end of the property hire period, please ensure that the keys are left in the same place as they were found at the beginning of the property hire period, or as advised on the directions or in the information provided at the cottage.

Will the cottage be maintained while I am staying there?

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

We can also not be responsible for any disturbance which may occur and is outside of our or the owner’s control, including but not limited to any road works, maintenance or 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 which 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.

What can I expect from Pembrokeshire life?

Pembrokeshire is a thriving County with lots going on. Please be aware that some things are outside of our control. Many of our holiday properties are located in working communities with people going about their day-to-day business.

What can I expect from Country life?

The countryside teems with life and different seasons and 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, as a precautionary measure, green mouse pest control units. If you would like these removed please let a member of staff know when booking. Some protected species may be living in the vicinity, for example, bats in the roof spaces. Bats are very unlikely to cause any noise or disturbance to you, and equally should not be disturbed.

What are the gardens like?

Gardens at holiday cottages may not be kept to the same standard as your own garden and many have areas that have been left to nature. Where garden furniture is supplied, the type and style will vary and may often be so of a more conventional type, not sun loungers or recliners.

What is the water pressure like?

Please be advised that this can vary from area to area and property to property

depending on many factors e.g. age of property, layout, position on mains line etc.

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.

Will I have to pay any taxes on top like you do abroad?

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

What happens to my visitor comments?

Comments are welcomed in visitor’s books, emails or letters. You give permission for the owners and Coastal Cottages to use these for future marketing purposes, unless you inform us otherwise.

What do you do about Data protection?

Information stored will only be shared with property owners, our subcontractors (if necessary to deliver our services and only on our instruction) and within our group of companies, The Tourism Marketing Group and its subsidiaries.

Do you ever make any brochure/website alterations?

All information is materially correct at time of printing but Coastal Cottages reserve the right to alter them where necessary at any time.

In the event that there is an error or omission in the brochure or the website, we reserve the right to amend such error or omission accordingly and you agree that the amended position will apply to your booking. 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.

Do you allow smoking?

Smoking is not permitted at any of our properties. If you choose to smoke, please do so outside. Please do not leave cigarette litter on the floor, outside the property, ensure they are cleared away safely.

What if I have left something behind at the cottage?

You are solely responsible for your personal property during your stay and no liability can be accepted for any loss or damage. Please let us know as soon as possible if you have lost any property and we will try and find this for you. If the items are found we can forward these to you on receipt of a minimum handling fee of £10.00 plus VAT per item.

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 brochure and the Booking Terms and Conditions. In hiring a property, you are deemed to have read, understood and accepted these.

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