General Holiday FAQ
How do I pay the balance of my holiday?
You can telephone Knockerdown Cottages on 01629 540525 or the main office on 01283 734453 to pay your balance. Your balance is due six weeks before arrival for cottage holiday bookings, different terms and conditions apply for events that include one of our function rooms.
When will I receive my confirmation?
We will normally acknowledge booking within 48 hours of payment of your deposit. We will send your booking confirmation to you by email, if you have not provided your email address then we will send by post which usually takes 5 to 7 working days. The documentation will include your contact details and when the final balance is due.
When will I receive contact details of the owner and the directions to the property?
We will normally send the contact details and directions to the property with your booking confirmation either by email or post.
When can I arrive at the property?
Provided you have paid for your holiday in full you can "Check in" from 3pm on the day of your booking. If you are arriving after 6.30pm we will arrange to leave a key for you in one of our key safes, you will be provided with the code for this safe in the week leading up to your arrival. If you do not receive anything and are expecting to arrive late please call the booking line on 01629 540525.
Can I arrive early at the property?
The normal arrival time is 3pm. If you wish to arrive earlier this may be possible depending on other bookings and our cleaning schedules. If you wish to arrive early please discuss this with the owner/caretaker by ringing the booking line in the week leading up to your arrival and they will confirm whether this will be possible or not.
How long can I stay on the day of departure?
On your departure day you are required to leave your property by 10am, This is to allow the owner/caretaker sufficient time to prepare the property for the next arrivals.
How are the cottages equipped?
All our properties are equipped with cutlery, crockery and cooking utensils, an oven and hob, fridge with a freezer compartment, toaster, microwave, kettle, iron and ironing board, washing machines are available if not fitted in the cottages. Dishwashers are fitted in some of our cottages, please see the individual descriptions on the website to confirm this. A colour TV and DVD is a standard feature unless otherwise mentioned. The quality and standard of the holiday cottages is high. If there is anything you specifically require please telephone the booking line on 01629 540525 so that you are not disappointed on arrival.
What is a housekeeping deposit?
A housekeeping deposit is where you would provide card details upon arrival or before your stay if not already provided when making the booking. We will hold these details throughout the duration of your stay. This is normal for every booking made to ensure that the property is respected, the keys are not mislaid or any damages occur. We will contact you within 14 days of departure when the property has been inspected if there are any deductable expenses. If a payment is necessary because of any mishaps then we will contact the card holder for authorisation.
Do I need to bring bed linen and towels?
All properties, unless otherwise stated, have bed linen and one bath towel and one hand towel per person provided. If your property has zip and link beds please ensure that you inform us on booking how you would like these beds made up. If we are not informed of this the beds will be made up as a standard mix of double and twin beds.
Do I need to request a cot or highchair?
We do offer cots and highchairs free of charge. If a cot and highchair is available it will be written in the property description on the website but please request on booking the property as often these are not kept in the properties. Please bring your own cot linen as this is not provided. Property owners who provide cot and highchair facilities may not necessarily offer other infant equipment. Please check when booking.
Do you allow pets in the property?
Pets are not permitted. You may want to look for local kennels in the area should you wish to bring your pet on holiday with you.
What do I do if I am dissatisfied with the property?
We work very hard with all the properties to ensure that you will have an enjoyable holiday. However, in the unlikely event that you are dissatisfied with your accommodation, then it is very important that you register this straight away with the owner/caretaker and do not wait until you return home, when the chance of actively helping you has passed. Even if you think nothing could be done to make your situation better, please inform us whilst you are on holiday so the Manager can inspect the complaint. If you have booked through an agent they must be notified of your complaint during your stay. In the majority of cases the owner can resolve the issue.
Are there disabled facilities?
None of our properties are suitable for disabled guests; however we do have a few properties that have ground floor bedrooms that are suitable for less mobile guests. Please contact the booking team for more information.
What do I need to do if I have special requirements?
We will do everything we can to help those in your party with special requirements by suggesting properties that are especially suited - just let us have all the relevant information at the time of booking.
What is the emergency phone line number?
On arrival you will find a "Guest Book" in your property with all the contact details that you will need throughout your stay including emergency phone numbers and details of the nearest hospitals and medical centres.
Can you guarantee good weather?
We're good. But not that good. What we can offer is a warm cosy welcome in one of our specially selected properties. In each property we leave lots of information about things to do whatever the weather as well as suggested days out with your booking confirmation. You are most welcome to either come and see us at the office, or telephone as most of our staff live locally and will be happy to share with you their favourite walks and activities. As some of our cottages are in a "remote" location we will notify our guests if we are aware that the property is likely to be inaccessible due to bad weather.
What if we can't figure out the central heating or something gets broken?
Don't worry. You will not be left on your own. A full information pack is in each property which will tell you everything you need to know. Emergency contact details are provided if you need to ring our caretaker to come and help or speak to you on the phone.
Where will I collect the keys to the property?
Upon booking full instructions will be given regarding keys, directions as well as useful information. If a member of staff is not available on site your keys will be left in a secure safe for you to collect and you will be sent the codes in the week leading up to your arrival.
Can I pre order groceries?
Not at this moment in time but there are local shops and supermarkets within 5 miles. We hope to implement a grocery delivery soon so you can pre-order some basics prior to your arrival. sign up to our newsletter to see when this new service is introduced.
Can "Online" shopping be delivered to the property?
This is a great way to start your holiday as it saves all the hassle and time of going to find the nearest supermarket. So "yes" by all means use the online service with Tesco, Sainsbury's etc but make sure you are there to collect the order as we cannot guarantee staff to be on site to take delivery for you.
Will there be a barbeque available?
We offer barbeques free of charge. At Nether Burrows Farm there is one BBQ per cottage and at Knockerdown Cottages there is a limited amount of BBQ's available for all cottages to use. You will need to provide your own charcoal and lighters.
Can we all dine together if we book more than one property?
Please check on booking if there is space in the kitchen or lounge of the property to seat the number in your party. You can hire extra tables and chairs from us should you so wish or we have additional rooms that you could hire for those family gatherings, reunion with friends or that special occasion.
Can you recommended any local caterers?
Please ask when booking as we have a list of local caterers, wine merchants etc that you could use as a guide to help with the planning of your stay whether it be a cosy night in or that special party with friends and family.
Where can we eat?
There are local restaurants and pubs within the area which you will find in your property information pack or you can plan a local caterer to come to you so you don't have to move from the comfort of your property.
Where is the nearest pub?
For Knockerdown Cottages there is a pub across the road called Knockerdown Inn and for Nether Burrows Farm there are two local pubs The Black Cow in Dalbury Lees and The Three Horse Shoes on Long Lane both within 3 miles. Phone numbers and details of these pubs will be in your cottage information but please just call us if you need the information prior to your arrival.
What are your opening times at Knockerdown Cottages for use of the Games Room and Swimming Pool?
The Games Room is open 24hrs and the Swimming Pool is open daily from 8.30am to 6.30pm. Please note the Swimming Pool is closed on Christmas Day and New Years Day.
At Knockerdown Cottages do you provide towels for the swimming pool/hot tub?
At Knockerdown Cottages we provide one hand towel and one bath towel per person in all our cottages so please feel free to use these for the swimming pool or hot tub. If you think you will require an additional towel
please bring one with you. Note: The pool is only available at the Kockerdown cottages site.
Where is the nearest Supermarket?
For Knockerdown Cottages use Ashbourne town for Marks & Spencers, Waitrose and Sainsbury's approximately 5 miles away. For Nether Burrows Farm use Mickleover village for Tesco's and Kingsway Retail Park in Derby for Sainsbury's and Marks & Spencers both within 5 miles.
What essentials do I need to bring for e.g. Tea, coffee milk etc?
We "start you off" with essentials like toilet rolls, j cloths, washing up liquid, tea towels, tea, coffee, milk portions and sugar but for health and safety reasons we do not provide salt, pepper, condiments etc.
Can you recommend a local taxi firm?
You will find information on local taxi firms in the property information pack. If you need details of this prior to your arrival please call our booking line on 01629 540525 and we will be happy to provide you with the details.
Can we walk locally?
We are in the middle of the Peak District with paths and routes all around us. Please ask on arrival or you will find local information in your property or in the Games Room at Knockerdown Cottages.
Is there WiFi connection in the property?
WiFi is limited in some of the properties so please ask on booking. Currently Knockerdown Cottages only has WiFi access in the Games Room. Properties at Nether Burrows Farm all have WiFi access.
Is the property non-smoking?
All our properties are non-smoking. We kindly ask you to use the outdoor areas and sand pots provided.
Is the property available all year round?
All our properties are available all year round either for short breaks, weekends or week bookings. Some of our properties are limited to week bookings at certain times of the year.
Is there somewhere for the children to play?
All our properties are surrounded by countryside and our sites have plenty of land for children to play. Knockerdown Cottages does have a childrens play area where we ask that children are supervised. Please ask on booking if you need specific details.
Are there laundry facilities?
Some of our properties have laundry facilities. If laundry facilities are available it will be written in the property description on our website. Knockerdown Cottages has a guest laundry room for cottages that do not have their own facilities, which is coin operated. You will need to provide your own detergents.
What are the safety considerations when staying at a holiday property?
We inspect all our properties to ensure that they are well maintained for your comfort and safety. When you stay in unfamiliar surroundings, you must take special care of yourself and your family.
In particular:
Check the layout of your property so that in an emergency you can get out quickly and easily.
Check for a fire extinguisher and fire blanket. And read the instructions on their use.
If the property has open fires make sure you use the fireguard, keep children under close supervision and ensure that the fire is out before you go to bed.
If you are unsure of how to use any electrical appliance, check your information pack or ask the owner/caretaker.
If your property has storage heaters, these must never be covered.
Take special care when moving around the property at night.
If there is a lake, garden pond or other water features, ensure that children or anyone at risk cannot access it or make sure you supervise at all times.
Look for any steep drops or steps, ensure that children or anyone at risk are supervised at all times.
In particular:
Check the layout of your property so that in an emergency you can get out quickly and easily.
Check for a fire extinguisher and fire blanket. And read the instructions on their use.
If the property has open fires make sure you use the fireguard, keep children under close supervision and ensure that the fire is out before you go to bed.
If you are unsure of how to use any electrical appliance, check your information pack or ask the owner/caretaker.
If your property has storage heaters, these must never be covered.
Take special care when moving around the property at night.
If there is a lake, garden pond or other water features, ensure that children or anyone at risk cannot access it or make sure you supervise at all times.
Look for any steep drops or steps, ensure that children or anyone at risk are supervised at all times.