Frequently Asked Questions

Check-in time is 3.00pm, and check-out is 10.00am.

It will depend on our housekeepers' required cleaning and changeover times, but by all means ask us — if we can help, we will!

After 3.00pm, you can check in at any time that day as it's all self check-in. If it's late, please be as quiet as you can to respect our neighbours. Thank you.

Yes, the whole house is yours for the duration of your stay with us.

To secure a reservation, we ask for full payment at the time of booking. If your stay is for longer than 28 days, we may be able to make different arrangements if required.

Subject to availability, yes, we're happy for your booking to be extended.

If you cancel 60 or more days before the arrival date, we will refund any money you have paid in full. If you cancel between 30 and 59 days before arrival, we will refund you 50%. There's no refund for cancellations made 29 days or less before arrival.

Our quoted rates include the entry and exit cleaning fees. There are no additional charges for utilities, WiFi, etc.

Yes, we will always give you the best price, guaranteed.

Please do ask us. Within reason, we can amend bookings. We don't charge an admin fee for booking amendments, but please note the refund policy above.

All of our houses apart from Storthes Hall Lodge have private parking for at least one car. There is usually ample street parking available around Storthes Hall Lodge.

Yes, we have free superfast WiFi.

All of our houses have Smart TVs, so you can log in to your own Netflix, Amazon Prime, and other streaming accounts.

Yes, bed linen is included and the beds will be made up and ready for you on arrival. Each guest will have the use of a hand towel and a bath towel.

Yes, each house has a high chair and a standard travel cot with a built-in mattress. Please note that we don't provide cot linen.

There will be a small welcome pack of tea, coffee, sugar, milk, and biscuits.

Yes. Your electronic guidebook (sent by SMS or email) includes a video showing how the heating works in the house. In some cases, we can also override the heating systems remotely. If you have any particular heating requirements, please just let us know.

If you have any problems, please call us on 01484 212 222. During evenings and weekends, calls will be picked up by our out-of-hours service, who will pass a message on to one of the uSnooz team members. They will assist you as soon as they can.

Yes, we're happy for you to bring up to two house-trained dogs at no extra charge. We just ask that they don't go on the furniture unless it's well covered. Please check with us before booking if you wish to bring any other type of pet. Thank you.

We require the lead booker to be 25 years of age or older.

No. Our houses are in quiet residential areas and are set up for families and groups of people working away from home.

No. We have a Ring doorbell for answering calls at the front door. There are no internal cameras or recording devices.

No. For the comfort of guests and to comply with our insurance terms, smoking inside the house is strictly prohibited. If guests smoke outside, please place used cigarette butts in the bins.

The lead booker needs to be a guest at the premises unless we agree otherwise in writing. If you are a booking agent, or are booking for or on behalf of a government body or local authority, you must enquire before booking so that we can understand your requirements and the details of the guests staying at the house.

Currently, no. Our invoices therefore do not include VAT.