FAQ's

COVID Cancellation Protection

13 January 2021 - 20 March 2023, all bookings are automatically covered by COVID Cancellation Protection. Please refer to your Terms and Conditions on booking for further information.

Before your stay

CAN I BOOK THE PROPERTY FOR TWO NIGHTS ONLY AT THE WEEKEND?

Weekend bookings comprise a check in on Friday pm and a checkout on Monday.  There is no other weekend let offered but you can of course leave the house at any time on the Sunday should you wish. If it is not peak season, the owner may consider a 2-night for a slightly lesser rate so it is always worth asking!

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 usually possible to enter earlier than 4pm as 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. We can ask but can also advise that during holiday periods, it simply is not possible as an other party will be vacating on the day you are arriving.

WHAT TIME DO I NEED TO LEAVE BY ON DEPARTURE DAY?

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

CAN I BOOK AN EXTRA DAY AND NIGHT?

It is alway worth asking! If the house is empty and the cleaning team can facilitate the clean for you to suit then we will come back to you with the extra cost for this. Please note this cannot be offered in holiday periods nor months in advance because we so also offer mid week breaks.

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, viewings to any of the houses are no longer available.  Everything should be detailed on this website as well as good floor plans. If you still have queries, then please feel free to contact us so that we may assist with them.

CAN YOU DECREASE THE UTILITY SURCHARGE IF I DO NOT WANT TO USE THE POOL/ WE ARE HAPPY TO SWIM IN AN UNHEATED POOL?

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. 

WHAT IS THE UTILITIES SURCHARGE?

This is a surcharge to cover the fuel cost of running the house. The price is based on the previous year’s usage and comes under the ‘extra rate’ section on the booking form.

• Hackford Hall - £717.50 per booking

• Houghton Farmhouse - £497 per booking

• Edgar Farmhouse - £597 per booking

• Elms Farmhouse - £497 per booking

• Whim £397 per booking

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. This is taken via a BACS bank transfer.

CAN I PAY THE SECURITY DEPOSIT BY CHEQUE OR CREDIT CARD?

Cheques are not accepted due to cheques bouncing in the past.  All security deposits are paid via a BACS bank transfer in order to ensure that the money is definitely there should there be any damage to be charged for.

I NEED TO CANCEL MY BOOKING.  DO YOU OFFER A REFUND?

Bookings are advised to take UK visit insurance / event insurance for protection on their booking in the event they are unable to attend for any reason. We have Booking Protect as one option on our website. Bookings are not offered any money back in the event that a booking is cancelled. However, 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 successful, as a gesture of goodwill, we can then offer you an alternative visit to the property (further terms and conditions will apply – please ask for more details).  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.

CAN I PUT UP PARTY BANNERS AND DECORATIONS?

In principle, party banners and decorations are fine to put up. Please ensure that care is taken so as to ensure that the paint is not marked or removed in the process. You may end up with redecorating costs otherwise.

CAN WE PUT A GAZEBO UP IN THE GARDEN?

There is no issue with a gazebo (or tent) going up for 48 hours if the weather is good and the ground is dry. Any longer risks lawn damage which then does not look nice for the next group arriving.

STEPS IN PROPERTIES

You will find that many older period properties may have steps within the property that change the level of the floor you are on. If this is of importance to you, please do contact us so we can give you the exact information you require. You may find that the floor plans are enough for you to see this.

Houghton Farmhouse and Edgar Farmhouse do have some steps at the back of the property to access the key safe entrance. Once you have keys, there are other doors on the same level you can use instead if you wish to avoid steps. All other properties can be accessed without steps immediately.

TOWELS

Towels are not included in the house rental price.

Hackford Hall offers a towel package at £6 per person. This is for one hand towel (50cm x 85cm) and one bath towel (70cm x 125cm) and can be added during the booking process.

 During your stay

DO WE NEED TO DO ANYTHING WITH THE POOL WHEN WE ARE AT THE HOUSE?

The 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?

Guests are advised 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.  

DO YOU PROVIDE ANYTHING IN THE KITCHEN?

The houses are self catered so you are expected to provide acoordingly.

The following is provided: tea towels, dishwasher tablets, kitchen roll, black bin liners, oven glove and apron.  

DO YOU PROVIDE ANYTHING IN THE BATHROOMS?

A toilet roll and soap are provided in all bathrooms as well as a hand towel per bathroom.  

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?

All properties have a BBQ in the warmer months.

Edgar Farmhouse, Elms Farmhouse, Houghton Farmhouse and The Whim all have a charcoal Webber Kettle 57cm and you will be left a courtesy bag of charcoal.

Hackford Hall has a dual gas / charcoal burner as well as a charcoal Webber Kettle. Gas is provided and a courtesy bag of charcoal.  

WHAT HAPPENS IF WE HAVE A PROBLEM AT THE HOUSE?

Guests are provided with a point of contact should they need to call for assistance whilst at one of the properties.  An assessment will be made via telephone call first. Guests can also download Zoom as this is useful to show the issue. Depending on what the problem is, it will either be sorted remotely or the appropriate person will visit to assist.

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 an Expresso machine which uses ground coffee.

IS THERE A TELEVISION AT THE HOUSE?

Hackford - Lounge and kitchen.
Houghton - Lounge and kitchen.
Edgar  - Walsingham, Lounge and kitchen.
Elms - Lounge and breakfast room.
The Whim - Lounge and most bedrooms.

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 full fridge/freezer in the kitchen and then a further fridge/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.
The Whim - there is an under counter fridge in the kitchen and a family fridge and family freezer in the conservatory.

WHERE ARE THE NEAREST SHOPS, GP SURGERY ETC?  

Hackford - Reepham village, Bawdeswell and Lenwade. Largest nearest town is Dereham.
Houghton - Walsingham, Wells next the Sea. Fakenham is the largest nearest town.
Edgar  - Walsingham, Wells next the Sea.

Elms - Wangford (shop), Southwold (other facilities).
The Whim - Mundesley Village, Cromer and North Walsham for larger towns.

DO ANY PROPERTIES HAVE CHANGING ROOMS?

Hackford Hall - two changing rooms with shower and toilet facilities
Edgar Farmhouse – A shepherd’s hut by the pool
Houghton Farmhouse - A shepherd’s hut by the pool
The Whim – The sauna in the corner of the pool building could be used to change in

IS THERE IS A WASHING MACHINE AND DRIER IN THE HOUSE?

Yes, there is in every house.

DOES MY PROPERTY HAVE A DISHWASHER?

Yes, and any house that sleeps 18 or more people will likely 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 with a limit of four per house.  There is a £30 per dog surcharge at all of the properties except at The Whim, which is £15 per dog.

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 outdoor area that will be secure for your dog but not necessarily the whole garden; but there is no guarantee these areas are ‘dog-escape proof’ if you own an hound-ini.

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.
The Whim - 10 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.
Houghton Farmhouse – wood burner in the lounge.
Edgar Farmhouse - wood burner in the lounge.
Elms Farmhouse – wood burner in the lounge.
The Whim - gas fire in the lounge.

Please bring all logs etc for the wood burners. 

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.  Fireworks are not allowed at the house.

CAN WE HAVE CANDLES AT THE HOUSE?

The answer is no to this. Candles are not allowed at the house.

CAN WE HAVE CHINESE LANTERNS AT THE HOUSE?

The answer is no to this. Chinese lanterns are not allowed 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.  Excellent catering contacts can be arranged at an extra cost.

CAN WE CHARGE UP OUR EVs OR HYBRID CARS AT THE HOUSE?

It is currently only possible to charge EVs up at Hackford Hall, using the specialist equipment provided there. Under no circumstances are you permitted to charge your EVs using the standard 240v house electric system at any of our houses. The wiring is not designed to cope with the electric loading of charging EVs and this creates a significant risk of fire or other damage. You will need to take your EV off-site to charge during your stay.