FAQ's


Before your stay

Can I book the property for two nights only at the weekend?

Our weekend bookings comprise a check in on Friday pm and a checkout on Monday.  We do not offer any other weekend let.

 

What time can I enter the house on arrival day?

Access is from 4pm.  The cleaning team and any maintenance takes place between 10am and 4pm that day to ensure everything is ready for your arrival.

 

Can I arrive earlier that day to set things up before the rest of the party arrives?

It is not possible for guests to have an earlier access time.  The teams are working in large houses to get everything ready.  They work on a rota and system so prefer not to be interrupted as this compromises their cleaning time.

 

What time is do I need to leave by on departure day?

Guests must leave the house by 10am on departure day.

 

I am interested in viewing the property before I potentially book / my visit.  Is this possible?

Sadly, due to lots of problems with previous viewings, we no longer offer viewings to any of the houses.  Everything should be detailed on this website and if not, then please feel free to contact us so that we may assist with your query.

 

What is the heating surcharge and why do I need to pay this separately?  

In all of the properties, a heating surcharge is paid and this will be for the AGA (if your property has one), the pool, and the house heating.  It is not incorporated into the rental price but kept as a separate charge so that we can keep an eye on changes in fuel prices accordingly.

Hackford Hall - £423 per booking
Houghton Farmhouse - £198.90 per booking
Edgar Farmhouse - £198.90 per booking
Elms Farmhouse - £150 per booking

 

Can I not have the pool heated so I do not need to pay the heating surcharge for this?

The pool heating surcharge is payable on every booking. This charge is stated in both the enquiry and booking emails and it forms part of the rental contract. We cannot switch the pool heating off and not charge guests. The pool is for private use by all house guests and is heated at all times throughout the year. To switch it off for one booking could then potentially create issues with restarting / a chemical imbalance etc, escalating to affecting the next group of guests' holidays.

 

I will not be using the pool so do not want to pay the pool heating surcharge.

As with the previous answer, the pool forms part of the rental and is payable on every booking for the above reasons.  In addition to this, it is privately situated in the garden of the house so we could not monitor its usage anyway.

 

Why do we need to pay the security deposit?

It is common practice among holiday home companies to take a security deposit to protect themselves against potential damage to the property.

 

Can I pay the security deposit by cheque or credit card?

We do not accept cheques as have had cheques bounce in the past and we do not have card facilities to take any payments this way.

 

I need to cancel my booking.  Do you offer a refund?

We do not offer any money back in the event that you need to cancel your booking.  If there is enough time and only once we have it formally in writing from yourself, we will try and rebook the dates to another party.  if we are successful, as a gesture of goodwill, we will then try and offer you an alternative visit to the property - terms and conditions apply.  Of course, any shortfall in price differences would need to be plugged by yourselves.

 

Do any supermarkets do online food deliveries to the house?

Lots of guests use online deliveries to the house.  Please organise delivery for 4pm onwards on entry day.

 

During your stay

Do we need to do anything with the pool when we are at the house?

Our pool maintenance team manage the pool throughout the week so guests need do nothing.  

 

What is the temperature of the swimming pool?

The swimming pool temperature is set between 27.5 and 29.5 degrees to ensure heat in the pool and optimum boiler use.

 

Is the hot water in the house kept on constant?

We advise guests to stagger showers as it is a house and not a hotel.

 

Do you have anything we can play music on in the house?

In every property, there is at least one docking station.  

 

What are the changing rooms like in the pool house at Hackford Hall?

There are two changing rooms in the pool house; both with shower and toilet facilities.

 

Do you provide anything in the kitchen?

Salt, pepper, coffee, tea and sugar are provided in all of the houses.  Washing up liquid, sponges, tea towels and dishwasher tablets are available also.

 

Do you provide anything in the bathrooms?

Toilet rolls and soap are provided in all bathrooms.  A complimentary small shower set is provided per bathroom on all properties that sleep 18 people or more.

 

Are there any tables, benches and chairs outside?

Every property has an outdoor seating area enough to seat the full capacity number we have on each house.  Some of the properties with larger gardens will have further seating dotted about.

 

Is there a BBQ at the house?

Yes, all properties have a BBQ in the warmer months and gas is provided.  Hackford Hall, Edgar Farmhouse and Houghton Farmhouse have a dual gas / charcoal burners so please bring along charcoal if you are staying at one of these properties and wish to use the charcoal facility.  

 

What happens if we have a problem at the house?

Guests are provided with a point of contact should they need to call whilst at one of the properties.  Either someone to assist or the relevant repair company will visit to assess and repair the reported problem.

Failure to report anything whilst at the house will affect any later compensation claims.

 

At Hackford Hall, what is the make of the coffee machine?

It is a DeLonghi pod machine.

 

Is there a television at the house?

All of the houses have a downstairs television in the lounge, and a further smaller television in the kitchen.

 

The property I have booked has a tennis court.  Are there any tennis racquets and tennis balls at the house?

There are tennis racquets and tennis balls at the house available for guest use.  Any enthusiastic regular tennis players might like to bring their own racquet / balls.

 

The property I have booked has table tennis.  Are there any table tennis bats and balls at the house?

Yes you do not need to bring these.

 

The property I have booked has a pool table. Do we need to bring cues or balls?

These are available at the house so you do not need to bring them.

 

Is there enough fridge and freezer space in the house?

Houghton - there is a small fridge in the larder and then a full size fridge and a full size freezer in the utility room.
Edgar - there is a fridge freezer in the kitchen and then a further fridge and a further freezer in the utility room.
Hackford - there is a full size fridge in the kitchen and then a further fridge and a further freezer in the utility room.
Elms - there is a full size fridge in the kitchen and then a fridge / freezer in the utility room  and a further freezer in the larder.

 

Where are the nearest shops, GP surgery etc?  

Hackford - Reepham village.
Houghton - Walsingham, Wells next the Sea.
Edgar  - Walsingham, Wells next the Sea.
Elms - Wangford (shop), Southwold (other facilities).

 

Are towels provided for the house and swimming pool?

Hand towels are provided for bathrooms. Please bring all bath / shower and pool towels. 

 

Is there is a washing machine and drier in the house?

Yes there is in every house.

 

Does my property have a dishwasher?

All of the houses have two dishwashers.

 

Can we bring our dog/s?

We are more than happy for guests to bring along any well behaved dogs to the house by prior agreement.  There is a £30 per dog surcharge at any of the properties there will be a higher security deposit if there are dogs in the party.   

Owners are expected to abide by the house pet rules such as no dogs on the bedding or furniture - a small list is given in the information email.

At each property, there is an area that will be secure for your dog but not necessarily the whole garden.  Anyone bringing their dog should be responsible for their dog in the knowledge of this.

 

We would like to bring some bicycles.  Is there anywhere we can lock them up safely?

We do not have anywhere specific for bicycles at the houses.  If your property has one, then it would probably be best to store them in the games room at night.

 

How far is the pool from the house?

Houghton - 20 metres.
Edgar - 20 metres.
Hackford - 80 metres.
Elms - 25 metres.

 

Do any supermarkets do online food deliveries to the house?

Lots of guests use online deliveries to the house.  Please organise delivery for 4pm onwards on entry day.

 

Do you have a working fireplace at the house?

Hackford Hall - wood burner in the lounge and an open fireplace in the reception hall.
Houghton Farmhouse – wood burner in the lounge.
Edgar Farmhouse - wood burner in the lounge.
Elms Farmhouse – open fireplace in the lounge.

Please bring all logs etc. if you want to use the fireplace.

 

Is the dining room table large enough to cater for my group?

Yes, the table is large enough for everyone to sit around at the same time to eat / celebrate a special occasion.

 

Can we have a larger party at the house?  We would like to put a marquee up in the garden?

We do not allow marquees or large parties at the houses.  The house is set up to cater for the number it sleeps.

 

Can we have fireworks at the house?

The answer is no to this.  We do not allow fireworks at the house.

 

Are cutlery, plates and glasses included in the kitchen?  And what about pots, pans and cooking utensils?

Yes, all of the houses are well equipped and for the number of people that it sleeps.

 

Is food included at the house?

No, the house is booked on a self-catered basis.  Catering can be arranged at an extra cost.

 

 

After your stay

How long is it before the security deposit is returned?

We get a checkout report from our teams that work at the house following every group’s departure.   The security deposit is returned within fourteen days of your departure on a satisfactory checkout report.  Should there be anything from the visit warranting further discussion / money needs to be deducted for any damage, this will be completed first and guests will be required to sign a short settlement agreement with a non-disclosure clause before the final agreed amount is returned.

 

I have left something of mine at the house.  Can you post this back to me?

The cleaning manager is happy to collect any items left, and providing they can locate them, will take them home to package them all up, take them to a post office and post them.  A £15 administration fee will be charged for their time and petrol, the recorded postage cost and any packaging plus VAT for this.  This total will then be taken from the security deposit and the forwarding address will be required.

 

I’d like to rebook another weekend.  Do you offer any discount for a repeat booking?

We are keen to welcome guests back and in non peak weeks, will offer groups a small discount yes.